insurance 2.0 : engaging and conversing online - web reputation management
DESCRIPTION
Consumers have many platforms to voice their opinions on your products and services. You need to proactively listening out there, engage and converse with the consumers, and manage any grievance or negative sentiment fast to avoid brand damage - manage your Reputation online! This Presentation was presented by Don Tan, Senior VP Business Consultancy of 121advisor Malaysia in its first Insurance 2.0 Seminar in Malaysia, organized by 121advisor and Webassurance.org.TRANSCRIPT
Private & Confidential | Copyright 2011 @ 121advisor
21 July 2011
WEB REPUTATIONMANAGEMENT
Insurance 2.0 : Engaging andConversing Online
By Don Tan, Senior VPBusiness Consultancy
Private & Confidential | Copyright 2011 @ 121advisor
Insurance 2.0 : Web Reputation Management
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Why You Need To Manage
“Container” in the Social Web
Listening in the Social Web
Engaging in the Social Web
Private & Confidential | Copyright 2011 @ 121advisor
Consumers have many CHOICES these days!Thanks to the Social Web…
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Watch Intro Video athttp://www.youtube.com/watch?v=SQFQLQWgR7U
Private & Confidential | Copyright 2011 @ 121advisor
It could be disastrous…… if you’re not listening !
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Unmonitored Issues
Unattended Problems
Unmanaged Grievances
Unexpected Outburst
Private & Confidential | Copyright 2011 @ 121advisor
It could be disastrous…… if you’re not listening !
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Private & Confidential | Copyright 2011 @ 121advisor
Brand Terrorist in the Social Web… if you’re not engaging and managing it !
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Private & Confidential | Copyright 2011 @ 121advisor
You need to be prepared…… prevention is better than cure !
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LISTEN ENGAGECONTAIN
Private & Confidential | Copyright 2011 @ 121advisor
“CONTAINER” IN
THE SOCIAL WEB !21 July 2011
Private & Confidential | Copyright 2011 @ 121advisor
Confine and Manage the Damage… within a Contained Space !
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confine
Private & Confidential | Copyright 2011 @ 121advisor
Have Your Social Web Channels… confine and manage the noises !
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compliments
grievance
Private & Confidential | Copyright 2011 @ 121advisor
Key Considerations… to start your “Containers” !
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Start Your Own or Support Your Fan’s• Start Early !• Secure your Identify !• Don’t leave it unsupported !
Plan First before You Start• Plan WHERE to do it – where your customers are !• Plan WHAT to put in – important information about you !• Plan WHO to champion it – Social Media Ambassador !
Train Your “Professional” or Use “Trained Professional”• Set Up correctly – e.g. FB page, not person or group• Manage correctly – e.g. marketing vs feedback page• Integrate correctly – avoid redundant effort
Private & Confidential | Copyright 2011 @ 121advisor
LISTENING IN
THE SOCIAL WEB !21 July 2011
Private & Confidential | Copyright 2011 @ 121advisor
Social Media MonitoringA Listening Tool
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Collect Analyze Report
… and many more
Private & Confidential | Copyright 2011 @ 121advisor
Key Considerations… to choose your “Listener” !
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Your Business Requirements• How Wide ?• How Extensive ?• How Critical ?
Your Resources• Trained Resources Availability• Insourcing or Outsourcing
Your Financial Budget• Monthly Software Costs• Insourcing vs Outsourcing Costs
Private & Confidential | Copyright 2011 @ 121advisor
ENGAGING IN
THE SOCIAL WEB !21 July 2011
Private & Confidential | Copyright 2011 @ 121advisor
Engaging and Conversing… be responsive and cool down the outburst !
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Private & Confidential | Copyright 2011 @ 121advisor
Key Considerations… prepare to engage !
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Your Response Team• Establish a Team• Appoint a Champion – Social Media Ambassador !• Train them !
Your Operating Procedures• Define Individual’s Role clearly• Establish response processes : who, what, when, how ?• Prepare responses script / template (avoid pitfalls)
Your Contingency Plan• What if it exploded ? Get help !
Watch Intro Video athttp://www.youtube.com/watch?v=XHXb1Cr7l9k
Private & Confidential | Copyright 2011 @ 121advisor
121ADVISOR
FOR THE SOCIAL WEB21 July 2011
Private & Confidential | Copyright 2011 @ 121advisor
Start Early…… before it is too late !
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LISTEN ENGAGECONTAIN
Private & Confidential | Copyright 2011 @ 121advisor
About 121advisor’s Social Media ManagementHow Can We Help …
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Social Media Consultancy
Social Channel Setup & Training
Social Network Marketing
Online Reputation Management
Social Media Outsourcing
Private & Confidential | Copyright 2011 @ 121advisor
More Ideas? Follow Webassurance.org!www.Webassurance.org or Facebook.com/Webassurance.org
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Private & Confidential | Copyright 2011 @ 121advisor
THANK YOUWeb : www.121advisor.com | Email : [email protected] Tel: +60-3-7498-5212 | Fax: +60-3-7955-6363Follow Us : Facebook | Twitter | LinkedIn | YouTube | Webassurance.org BlogAddress : Suite 1208, Level 12 Amcorp Tower, Amcorp Trade Centre, No. 18, Persiaran Barat, 46050 Petaling Jaya, Selangor
21 July 2011