josiah mackenzie - reviewpro
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Fresh Ideas for Social Business
@HmarketingHelp @ReviewPro
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Branding(more important than ever)
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Obsess over product
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Take money from your advertising budget,and invest it in product design
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Define
Deliver
Distribute
Defend
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Social technologies change how
brands are built
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Customer feedback is shifting
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Hotel guests write 4 positive reviews for every negative review.(ReviewPro analysis of 100+ million reviews)
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What causes negative reviews?
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People say whatever they want,whenever they wanthowever they want
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Get technology in place to collect, process, and interpret
social feedback
....then keep going
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Technology is just one ingredient for success in social business
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The human element
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Reputation managementis
Operations management
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“Don’t let Marketing write chequesthat Operations can’t cash.”
- Michael Hraba
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Build repeatable operational systemsfor constant improvement