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Online Reputation Management

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Joshua Tree Internet Media, LLC
Joshua Tree Internet Media, LLC
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AIM 2010 Online Reputation Management ( ORM ) Dealing with Customer Feedback… a.k.a. “ORM Wrestling” B. Kevin Thompson VP Marketing, AvalonBay Communities, Inc.
What am I supposed to do with this?! ,[object Object],[object Object]
Is this how your company views “Customer Service”?
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Why even care about Customer Feedback? Obviously, to enhance the satisfaction & happiness of your customers. But…if you work for an evil company, then just do it for these selfish reasons:
How (and why) to connect to customers? Some thoughts to ponder: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Evolution of Customer Feedback Response ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Developing a Social Response Strategy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Listen Map the Landscape Engage Meet them on their turf Measure Test, then invest
AvalonBay Communities A peek under our dress… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Lessons Learned & Advice to Others ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Looking to the Future Opportunities in ORM ,[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object]
Thank You! ,[object Object],AvalonMarketing Become a Fan of Avalon Communities… AvalonBay Communities

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Online Reputation Management

  • 1. AIM 2010 Online Reputation Management ( ORM ) Dealing with Customer Feedback… a.k.a. “ORM Wrestling” B. Kevin Thompson VP Marketing, AvalonBay Communities, Inc.
  • 2.
  • 3. Is this how your company views “Customer Service”?
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.