Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management
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Transcript of 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
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
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
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
Private & Confidential | Copyright 2011 @ 121advisor
It could be disastrous…… if you’re not listening !
21 July 2011Page 5
Private & Confidential | Copyright 2011 @ 121advisor
Brand Terrorist in the Social Web… if you’re not engaging and managing it !
21 July 2011Page 6
Private & Confidential | Copyright 2011 @ 121advisor
You need to be prepared…… prevention is better than cure !
21 July 2011Page 7
LISTEN ENGAGECONTAIN
Private & Confidential | Copyright 2011 @ 121advisor
“CONTAINER” IN
THE SOCIAL WEB !21 July 2011
Private & Confidential | Copyright 2011 @ 121advisor
Confine and Manage the Damage… within a Contained Space !
21 July 2011Page 9
confine
Private & Confidential | Copyright 2011 @ 121advisor
Have Your Social Web Channels… confine and manage the noises !
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compliments
grievance
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
Private & Confidential | Copyright 2011 @ 121advisor
LISTENING IN
THE SOCIAL WEB !21 July 2011
Private & Confidential | Copyright 2011 @ 121advisor
Social Media MonitoringA Listening Tool
21 July 2011Page 13
Collect Analyze Report
… and many more
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
Private & Confidential | Copyright 2011 @ 121advisor
ENGAGING IN
THE SOCIAL WEB !21 July 2011
Private & Confidential | Copyright 2011 @ 121advisor
Engaging and Conversing… be responsive and cool down the outburst !
21 July 2011Page 16
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
Private & Confidential | Copyright 2011 @ 121advisor
121ADVISOR
FOR THE SOCIAL WEB21 July 2011
Private & Confidential | Copyright 2011 @ 121advisor
Start Early…… before it is too late !
21 July 2011Page 19
LISTEN ENGAGECONTAIN
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
Private & Confidential | Copyright 2011 @ 121advisor
More Ideas? Follow Webassurance.org!www.Webassurance.org or Facebook.com/Webassurance.org
21 July 2011Page 21
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