Managing Brand Reputation

Introduction

• The concept of marketing reputation management

1. What Are the Basics of Marketing Reputation Management?

• Why invest in marketing reputation management?
• Reputation management vs. PR and SEO
• Time for ongoing reputation management
• Five tools to help manage brand reputation

2. The Good Side of Marketing Reputation Management

• Why customer reviews are your reputation
• Different platforms for customer reviews
• Getting real customers to leave a review
• Why recent reviews are important
• Why having a good number of reviews is important
• How to use great reviews to drive traffic and engagement

3. The Dark Side of Marketing Reputation Management

• How to respond to customer criticism: Be transparent
• How to respond to customer criticism: Be caring and authentic
• Monitor your social media channels
• Reacting quickly and directly to address criticism
• Learning from reputation mistakes
• Understanding your critics
• Hiring help or a team

Conclusion

• Final challenge questions to get you started