Uncovering The Future of Online
Reputation Management
Matthew C. Funk
Social Media Marketer
The Future of Online Reputation Management
Matthew C. Funk
Social Media Marketer
5 Glimpses of the Future
• Positive Approaches:
• Use Community
• Instant Outreach
• Critical Contact
• Get with Check-Ins
• Get Rid of “Social”
Use Community
• Technique: Strategic
• Works Smarter
• Social is Essential
• Connects with Locals
• Essential to Reviews
Use Community
• Tool: Yelp
• Get Mobile
• Use in Off-Time
• Identify Influencers
• List Top Five
• Communicate
Instant Outreach
• Technique: Lightening Response
• “Bucket of Sweat”
• Increases Sentiment
• Avoids Spam
• Applies Personal Touch
Instant Outreach
• Tool: Dashboard
• Compose Copy
• Align with Marketing
• Assign Responder
• Monitor Reactions
Critical Contact
• Technique: Harvesting
• Initial Outreach is Critical
• Improved Responses
• Best Sentiment
• Benefits of Continuity
Critical Contact
• Tool: E-blasts
• Compile Contacts
• Set Schedule
• Dynamic Copy
• Always Incentivize
Get with Check-Ins
• Technique: Location
• Key to Reviews
• Increasingly Common
• Requires no Incentive
• Massive Potential
Get with Check-Ins
• Tool: Other Mobiles
• Google+ or Yelp
• Checklist Memo
• Dept. Managers
• Marketing Materials
Get Rid of “Social”
• Technique: Mindset
• Survey Marketing
• Meet with Depts.
• Seek Opportunities
• Weave into Web
Get Rid of “Social”
• Tool: Marketing Assets
• Top-Tier Planning
• Always Call to Action
• Give Incentive
• Commerce=Conversation
Your Top Tool: Mobile
• Way of the World
• Centralize Activity
• Key Response Time
• Strategic Scheduling
• Connect with Customers
