insurance 2.0 : engaging and conversing online - web reputation management

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21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor WEB REPUTATION MANAGEMENT Insurance 2.0 : Engaging and Conversing Online By Don Tan, Senior VP Business Consultancy

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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.

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Page 1: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

21 July 2011

WEB REPUTATIONMANAGEMENT

Insurance 2.0 : Engaging andConversing Online

By Don Tan, Senior VPBusiness Consultancy

Page 2: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

Insurance 2.0 : Web Reputation Management

21 July 2011Page 2

Why You Need To Manage

“Container” in the Social Web

Listening in the Social Web

Engaging in the Social Web

Page 3: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

Consumers have many CHOICES these days!Thanks to the Social Web…

21 July 2011Page 3

Watch Intro Video athttp://www.youtube.com/watch?v=SQFQLQWgR7U

Page 4: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

It could be disastrous…… if you’re not listening !

21 July 2011Page 4

Unmonitored Issues

Unattended Problems

Unmanaged Grievances

Unexpected Outburst

Page 5: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

It could be disastrous…… if you’re not listening !

21 July 2011Page 5

Page 6: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

Brand Terrorist in the Social Web… if you’re not engaging and managing it !

21 July 2011Page 6

Page 7: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

You need to be prepared…… prevention is better than cure !

21 July 2011Page 7

LISTEN ENGAGECONTAIN

Page 8: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

“CONTAINER” IN

THE SOCIAL WEB !21 July 2011

Page 9: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

Confine and Manage the Damage… within a Contained Space !

21 July 2011Page 9

confine

Page 10: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

Have Your Social Web Channels… confine and manage the noises !

21 July 2011Page 10

compliments

grievance

Page 11: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

Key Considerations… to start your “Containers” !

21 July 2011Page 11

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

Page 12: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

LISTENING IN

THE SOCIAL WEB !21 July 2011

Page 13: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

Social Media MonitoringA Listening Tool

21 July 2011Page 13

Collect Analyze Report

… and many more

Page 14: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

Key Considerations… to choose your “Listener” !

21 July 2011Page 14

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

Page 15: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

ENGAGING IN

THE SOCIAL WEB !21 July 2011

Page 16: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

Engaging and Conversing… be responsive and cool down the outburst !

21 July 2011Page 16

Page 17: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

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

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Private & Confidential | Copyright 2011 @ 121advisor

121ADVISOR

FOR THE SOCIAL WEB21 July 2011

Page 19: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

Start Early…… before it is too late !

21 July 2011Page 19

LISTEN ENGAGECONTAIN

Page 20: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

About 121advisor’s Social Media ManagementHow Can We Help …

21 July 2011Page 20

Social Media Consultancy

Social Channel Setup & Training

Social Network Marketing

Online Reputation Management

Social Media Outsourcing

Page 21: Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

Private & Confidential | Copyright 2011 @ 121advisor

More Ideas? Follow Webassurance.org!www.Webassurance.org or Facebook.com/Webassurance.org

21 July 2011Page 21

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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