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Why dealing with negative word of mouth is more efficient for brands [Social Media]

Date post:	22-Apr-2015
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Page 1: Why dealing with negative word of mouth is more efficient for brands [Social Media]

Page 2: Why dealing with negative word of mouth is more efficient for brands [Social Media]

The playing field

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Page 3: Why dealing with negative word of mouth is more efficient for brands [Social Media]

CONTROL TRUST

Advertising

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Page 4: Why dealing with negative word of mouth is more efficient for brands [Social Media]

CONTROL TRUST

PR

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Page 5: Why dealing with negative word of mouth is more efficient for brands [Social Media]

CONTROL TRUST

Social Media

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Page 6: Why dealing with negative word of mouth is more efficient for brands [Social Media]

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Page 7: Why dealing with negative word of mouth is more efficient for brands [Social Media]

People pissed at U, just b/c they can

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Page 8: Why dealing with negative word of mouth is more efficient for brands [Social Media]

Trolls

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Page 9: Why dealing with negative word of mouth is more efficient for brands [Social Media]

Explain

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Page 10: Why dealing with negative word of mouth is more efficient for brands [Social Media]

Acknowledge and apologize for

negative experience

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Page 11: Why dealing with negative word of mouth is more efficient for brands [Social Media]

Take if offline

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Page 12: Why dealing with negative word of mouth is more efficient for brands [Social Media]

Brand ambassadors to the rescue!

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Page 13: Why dealing with negative word of mouth is more efficient for brands [Social Media]

Ignore

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Page 14: Why dealing with negative word of mouth is more efficient for brands [Social Media]

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Page 15: Why dealing with negative word of mouth is more efficient for brands [Social Media]

U f****d up?

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Page 16: Why dealing with negative word of mouth is more efficient for brands [Social Media]

Customer f****d up?

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Page 17: Why dealing with negative word of mouth is more efficient for brands [Social Media]

Competitor f****d up?

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Page 18: Why dealing with negative word of mouth is more efficient for brands [Social Media]

Solve issue!

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Page 19: Why dealing with negative word of mouth is more efficient for brands [Social Media]

7% increase in word of mouth advocacy unlocks 1% additional company growth.

2% reduction in negative word of mouth boosts sales growth by 1%!

Advocacy drives growth, London School of Economics, 2005

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Page 20: Why dealing with negative word of mouth is more efficient for brands [Social Media]

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Page 21: Why dealing with negative word of mouth is more efficient for brands [Social Media]

Have an opinion!

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Page 22: Why dealing with negative word of mouth is more efficient for brands [Social Media]

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Page 23: Why dealing with negative word of mouth is more efficient for brands [Social Media]

Public relationships

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Page 24: Why dealing with negative word of mouth is more efficient for brands [Social Media]

@miharejc

[email protected]

Thank you for your attention!

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