where's the love? using your reputation to create positive sentiment

Ansley SudderthSocial Media Training & Communications

Coordinator

Where’s the Love? Using Your Reputation to Create Positive Sentiment

Agenda

• Your Reputation Now • Analyzing Brand Sentiment• Brand Love Languages• Courting Your Consumer• Valuable Links • Q&A

Don’t be the last one!

People are talking!

#hacked!

It takes a lifetime to build a reputation and only 15 minutes to destroy it.

-Warren Buffet

Crowd·sourc·ing \ˈkrau� d-̩ sȯr-siŋ\

Getting a crowd of people to help you with a task that used to take one person.

Building brand love isn’t about seeking out residents to love you….

…it’s about becoming a brand worthy of being loved by your residents.

Sentiment Analysis

(n): statistics, or machine learning methods to extract, identify, or otherwise characterize the sentiment content of text.

Sentiment Analysis

•Flame Detection

•Consumer Perception

•Reputation Management Which allows YOU to collect reviews on a

hyper-local to global scale

Consumer Levels of Interest

The Brand Love Curve

Indifferent

Love It

Like It

MY Brand for Life

KNOW where you stand!

+ more!

Brand Love Languages

Deliverability

READINESS ENGAGEMENT AUTHENTICITYLASTING

IMPRESSION

The ability to actively monitor and seek out conversation.

Are you reciprocating that conversation?

Be yourself, everyone else is already taken.

Make your reputation precede you.

Taking accountability never hurt a brand!

YOUisms

• “How can we make your living experience here better?”

• “What changes would you like to see while living here?”

• “You are our sounding board!”

• “We need YOU!”

Courting Your Consumer

Just Ask!

Online research firms that conduct studies on the effectiveness of testimonials find that products or services with 5+ reviews

have a 75% higher conversion than those without reviews.

http://www.reviewscale.com/blog/

Gathering Testimonials

Resident Events

Don’t Wait, BE Part of the Convo!

2,714 repins +8 comments +214 ‘Likes’ =BRAND EXPOSURE

What You Can Do Today

• Invest in your channels of communication• Insert your brand into the conversation• Inquire about your residents’ level of

satisfaction

Don’t the be the last one to the party!

Valuable Links

• Reputation Management: Do You Know Your Story? http://bit.ly/XXDuag

• Common Phrases Made Great By Using ‘You’ Instead of ‘We’ http://bit.ly/11TwGyX

• Tips for Managing Your Ratings http://bit.ly/YmumIh

• Instamonials by Knexx Local: http://bit.ly/Zkq3QV

Q&A

Photo and Statistics Credit• http://www.freshwordsmarket.com/files/imagecache/lightbox_full/you-are-here-fresh-w

ords-market.jpg• http://brandmakernews.com/blog/wp-content/uploads/2011/05/brand-to-love.png• http://icgrouplp.com/Blog/images/default-album/she-loves-me-she-loves-me-not.jpg• http://www.brandautopsy.com/blog• http://i200.photobucket.com/albums/aa72/jpaulvaldezotto/alone.jpg• http://i.bnet.com/blogs/121111-facebook_like_thumb.png• http://www.careergravity.com/wp-content/uploads/2012/09/facebook-dislike-325x211.j

pg• http://www.greenbookblog.org/wp-content/uploads/2011/10/sentiment_analysis_symp

osium_logo1.png• http://cdn.marshill.com/files/2011/12/18/20111218_where-are-you_poster_img.jpg • http://

socialmediatoday.com/lakakosearch/1249176/burger-king-and-jeep-should-be-thanking-twitterhacker

• http://www.bigactivities.com/coloring/canada_day/party_hats/images/party_hat2.gif