Online reputation management for samsung mobiles
The document summarizes a summer training presentation on online reputation and digital crisis management for Samsung Mobiles in India. The key points covered in the presentation include: 1) How brands can communicate with and engage customers on social media by segmenting them based on keywords, search, and profiling their online activities and influence levels. 2) Tools and techniques for monitoring and analyzing online conversations, campaigns, and customer relationships to cultivate advocacy for the brand. 3) How digital crises can threaten a brand's reputation and the importance of managing crises online. 4) Examples of profiling 900+ Samsung customers on Facebook and Twitter to better understand their conversations, devices, and influence, as a pilot project
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Online reputation management for samsung mobiles
- 1. Summer Training Presentation on Online Reputation and Digital Crisis Management for Samsung Mobiles India External Mentor: Mr. Praval Singh Co- Founder Internal Mentor: Mr. V. P. Arora Faculty Jims
- 2. Introduction To start with, think about people, not platforms/ tools/ channels. Platforms might change with time – people remain the same, pretty much. People connect with each other on ‘social objects’. Agencies, brands and individuals need to identify them and rework their communication
- 3. Learning at Media Redefined How do brands communicate with people and engage them. How to segment customers on the basis of keywords search, and profiling them. Analyzing the difference between potential customers, Influencers and starters and monitoring their activity. Use of social media tools to influence, engage and identify the social objects around which consumer would want to connect with brand. Analyze how the campaign’s reward and recognitions helps in cultivating the relation between brand and the customer. Learn how digital Crisis effects the reputation of an brand and how threaten it would be at times.
- 4. Social Profiling Bucketing & Profiling of Customers/ Fans At Media Redefined, we culled out the customers of Samsung Mobiles across social . Bucketed and Profiled them on the basis of Conversations, Handsets and their Influence levels. As a pilot, 900+ Customers were profiled 2 months; across Facebook and twitter. Some 150+ bloggers in the same time. “Social Media Marketing: Enabling Others to Advocate for Your Brand/ Business Through a Focused Approach & Compelling Content”
- 6. A Fine Print own purchased got bought have Tracking Sales and Prospects using contexts
- 7. A Fine Print( Cont.)
- 8. Customer Profiling: Device based (Macro) Galaxy S Wave Other Samsung Mobiles (Jet, Metro, Omnia, etc.) Corby Galaxy Models Monte Galaxy Tab Star
- 9. What Do We Measure Volume of reactions - comments, tweets, retweets, shares, like s, video views, check-ins Quality of reactions (followers, Klout, PeerIndex, etc) Top Influencers/ commenters/ content creators (youtube) Traffic (bit.ly) Impressions per post, overall, etc. Profiling customers into Buckets – Think of a Facebook app with classified content!
- 11. Finding and Learning's There were more than 25+ product updates made on the landing page of Samsung Mobiles On the daily basis there were more than 14950+ active users participating on the page. The facebook fan pages was the most traffic drawn tool for Samsung followed by twitter updates regarding products and services. People were communicating about the product and services offered by Samsung among each other’s and assistance if required, by member of page were immediately entertained.
- 12. Digital Crisis and Management