managing negative online reviews · deadmau5 key stats: •real name: joel zimmerman •has won...
TRANSCRIPT
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Managing Negative
Online Reviews
Daniel Warsh, Esq.
Maddin Hauser Roth &Heller, P.C.
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Objectives
• Discuss the fundamentals of branding
• Understand how to use social media effectively to promote your brand
• Explore strategies for responding to negative reviews and feedback
• Explain Yelp and how to minimize the damage from a bad review
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Fundamentals
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Defining your Brand
• Mission
• Benefits and features of your offerings; who are you and why are you here?
• Public opinion – actual versus desired
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Branding for Social Media
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Fast Facts
• Negative brand engagement
• Brand awareness
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Survey the Landscape
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Nyan Cat
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Deadmau5
Key Stats: • Real name: Joel Zimmerman • Has won several music awards, including best DJ
of 2012 • 3.14 million followers on Twitter
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The “Purrari”
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Best Practices for Car Rental Brand
Management Online
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1. Remember that your presence –
and contributions – are highly visible
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2. Understand the “Rules of the
Road” for social media
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3. Manage your possible risk and
exposure to liability
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4. Think outside of the box
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5. Manage your Employees/
Social Media policies
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YELP
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Responding to a Negative Review
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Removing a Negative Review
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Taking Steps Towards Litigation
• Cease and desist letter
• Identifying the source of the review(s)
• Defamation?
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Questions?