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Brand Advocates, Online Reviews, Reputation Management

Published on Nov 19, 2015

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PRESENTATION OUTLINE

1.

Brand Evangelism

REPUTATION MANAGEMENT AND CUSTOMER REVIEWS
Photo by Robert S. Donovan
2.

THIS Session Covers

  • Ordinary Customers vs Raving Fans
  • Defending versus Proactive
  • Brand Loyalty - Steps, Types and Priorities
  • Telling Brand Story with Social Media
  • Tools and Examples
Photo by Derrick Austinson Photog
3.

Positive

62% OF WORD OF MOUTH IS POSITIVE
Photo by kevin dooley
4.

Trust

72% OF CONSUMERS RECOMMEND COMPANIES THEY TRUST TO A FRIEND
Photo by davedehetre
5.

6 TO 1

POSITIVE OUTPACES NEGATIVE BY 6 TO 1 RATIO
Photo by A Guy Taking Pictures
6.

loyal customers

NOT THE MOST VALUABLE
Photo by JOE-3PO
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most valuable customers

THE ONES THAT ARE EXCELLENT BUYERS AND MARKETERS
Photo by Goodshoot
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Referring business

80% OF CONSUMERS REFER AT LEAST ONE BRAND
Photo by BékiPe
9.

Friends

92% TRUST RECOMMENDATIONS FROM PEOPLE THEY KNOW
Photo by garryknight
10.

UNKNOWN BUT TRUSTED

70% TRUST THE OPINIONS OF UNKNOWN USERS
Photo by Adrian Serghie
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Facebook friends

68% MORE LIKELY TO BUY BECAUSE OF FACEBOOK FRIENDS
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ONLINE CUSTOMER REviews

83% OF CONSUMERS SAY REVIEWS INFLUENCE PURCHASE DECISIONS
Photo by Andrew Mason
13.

Brand advocates

5X MORE VALUABLE THAN LOYAL CUSTOMERS
Photo by flatworldsedge
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SPEND 2 X MORE

$$ BRAND ADVOCATES versus non advocates $$
Photo by Simone Artibani
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2 TO 3 X MORE PERSUASIVE

BRAND ADVOCATES VERSUS NON ADVOCATES
Photo by Cea.
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More likely to repurchase

BRAND ADVOCATES REPURCHASE AFTER RECOMMENDING
Photo by Pink Sherbet Photography
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37% HIGHER RETENTION RATE

CUSTOMERS REFERRED BY OTHER CUSTOmers
Photo by KaylaKandzorra
18.

17 recommendations per week

BY THE AVERAGE CONSUMER
Photo by akk_rus
19.

Brand advocates

TELL TWICE AS MANY PEOPLE AS NON ADVOCATES
Photo by Enoch Pratt Free Library
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Recommending on Facebook

46% OF SOCIAL MEDIA USER SAY THEY WOULD
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1 in 5 tweets

ARE BRAND RELATED
22.

BEING A FAN ON FACEBOOK, A POSITIVE IMPACT

over 90% of Facebook Users Report
Photo by Jan Persiel
23.

77% of travelers

SAY ONLINE REVIEWS INFLUENCE PURCHASING DECISIONS
Photo by Digital Vision
24.

5 STAR RATINGS

TRAVELERS 4 X MORE LIKELY TO BOOK 5 STAR VERSUS 3 STAR RATINGS
Photo by davedehetre
25.

STEPS TO BRAND LOYALTY

  • Story telling
  • Connect with your customers
  • Culture
Photo by Stockbyte
26.

Steps to brand lolaty

  • Deliver on promise
  • Be consistent
  • Personalized experiences
Photo by j-dub1980(THANK YOU FOR 100k+ Views)
27.

DEFENSIVE MOVES

Photo by avinashkunnath
28.

DOMAINS

SECURE ALL DOMAINS THAT CAN BE USED AGAINSt you
Photo by John-Morgan
29.

REPUTATION

BE PRESENT TO LISTEN, RESPOND AND SOLVE CUSTOMER PRoblems
Photo by thomselomsen
30.

Content

CONTINUOUS CONTENT PRODUCTION TO BURY NON-ADDRESSABLE CONTENT
31.

CONSIDER THE WORST

Photo by Reportergimmi
32.

Prior to purchases

IT'S ALL ABOUT REVIEWS
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YOur Culture is your brand

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37.

what can you do now?

Photo by Nina Matthews Photography
38.

online reviews

BE PROACTIVE AND NOT REACTIVE
39.

NEGATIVE REVIEWS PLAN

  • Proactive Plan
  • Timely Response
  • Take it offline
  • Collect positive reviews
40.

POSITIVE REVIEWs Plan

  • Survey customers
  • Survey employees
  • Revisit core values
  • Show them you care!
  • Be Nice....always
Photo by Neal.

Lisa Buyer

Haiku Deck Pro User
thebuyergroup.com