ORM Training

Introduction

  • When social media goes bad!
  • The cost of bad reputation

Establish a Foundation

  • Protect your position > Register Twitter, URLs etc
  • How to establish a social media company policy
  • The socialisation of business: Public relations to human relations

Listen

  • Free social media monitoring tools
  • Search
  • Paid for social media solutions
  • What to do with the data

Respond

  • Dealing with complaints
  • What to do with praise
    • Evangelist
  • Crisis Q&As
  • Complaint escalation plan

Engage

  • Enhancing reputation online
  • Be seen to listen
  • Ask customers for feedback
  • Build your customers into your R&D

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