Reputation Management Seminar ~ Final Project~
Omayra Murguia Romero MBA-2A
Reputation Management and social media! Reputation does not necessarily correspond to reality. A company can market a very good product but have a reputation lower than its competitor will sell inferior products. The latter may indeed be based on fan communities are very active and enjoy a friendly reputation. We know that a reputation manager is required to provide a proactive service level to clients and sales teams. Now that the social Medias are so important, it has become increasingly determinant monitor your reputation closely as possible. A company’s social media presence, better yet reputation, can be affected drastically if proper preparations are not controlled.
Skills that differ from a regular manager! The Reputation Management is in part a new way of looking at the traditional role of public relations, the post is actually very close to the damage or loss control management director too who has the responsibility to manage the potential financial losses of the company, but the aim is to use online strategies and tactics; to be ensure that only positive information appear about a person, brand or company name on the first pages of search engine result. A Reputation manager must to be creative, and proactive, reactive to control the possible damages.
Job description We are seeking you to join our great team! We are looking for a reputation management director! • •
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The candidate will work closely with clients, sales and fulfillment teams assisting with client training and managing assigned accounts. The Reputation Management Specialist manages accounts setup, client content gathering and workflow supporting reputation management, social media and satisfaction surveys, is responsible for on-line content, tracking and analysis of reputation factors and coaching account to successful management of on-line reputation. To perform this job successfully, an individual must be able to perform each essential duty consistently and satisfactorily.
ESSENTIAL DUTIES: •
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Meet the clients to determine the extent of reputation damage from negative content; Interact with our clients and decide for proactive schedules initial calls to client to obtain profile information. Oversee the contents appearing in the first pages of a search engine result about their name or keyword. Analyze online statics, overall trends and subsets, indentify on-going trends and potential mitigation solutions, provide quarterly and annual analysis. Write, coordinate and maintain profile and other content for “local” pages on behalf of account, Identify appropriate features to add rich content. Track, analyze and make recommendations to account for new or revised content; optimize for SEO Develop the strategies and standards in implementing search engine manipulation properly. Build and maintain the content distribution network by way of social media channels, create content for feeds the social media sites. Optimizing tags, on our feeds, sharing sites like YouTube, Flickr and search engines through copywriting, creative & keyword optimization & buzz pocket mining. Evaluate review data for trends and anomalies. Ensure that the work is in accordance with company rules and standards, oversee the functions of the team of professionals to ensure they provide optimum service to clients, create and update the reports.
Skills and knowledge • • • • • • • • •
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Knowledge in online marketing strategies. Be able to train clients and sales responses on products functionality. Be able to speak professionally on technical issues and client training. Demonstrated focus on Customer Service with mediation skills. Be multi-task oriented and be able to respond to changing priorities Work well both independently and as part of a team Have excellent written and verbal communications skills Have excellent organizational skills Have the excellent command of search engine optimization as applied in search result manipulation, and social media channels, and skills of communication and negotiation. Should have excellent interpersonal skills to deal with website owners and clients. Should have excellent organizational and problem solving skills. Understand the power of feed marketing
Qualifications • •
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Having 5 years of past working experience in marketing, public relations or risk management or similar field. Have at least a bachelor in administration proving knowledge in advertising, marketing, graphics, web development, communications, English, IT, music, or anthropology. Prove to understand social media universe including YouTube, Instangram, Stumble Upon, Delicious, Digg, Reddit, Flickr, Forums, Twitter, Wikis, blogs.
Measuring the success of implementing a Reputation Management control As a result of good management of reputation, there will be good reviews, comments, social media reactions result in an increase in sales since the relationship between income and reputation of a company is directly proportional. The reputation does not necessarily correspond with reality. A company can market a very good product, but if you have a bad reputation and a reputation largest competitor, even when selling inferior products, sell more. We will use 3 online companies to measure our success: ReviewPro: It is a “24/7 Mystery Shopper� for the hotel. It provide us with analysis of the customer perception from thousands of sources, including over 100 million reviews, in 14 languages, from 80 of the most relevant Online Travel Agencies (OTA’s) and Review Sites.
Klout: It measures influence online using data from our social networks. Anywhere we have an online presence, we have the opportunity to influence people by creating or sharing content that inspires actions such as likes, retweets, comments and more. The more engagement your posts receive, the more influential you are.
Vrank: It measure your web and social media visibility ang read our recommendations.