7. Bad  Customer  Unsolved  Bad  Lost Â
Experience  Issues  Reputation  Revenue Â
8.
9.
10. Public  Rela+ons*
Public  Rela+onships
â˘âŻ Talk
 to
 Journalists,
 Professionals
 â˘âŻ Talk
 to
 Customers,
 People
Â
â˘âŻ One-Ââto-ÂâMany
 â˘âŻ One-Ââto-ÂâOne
 &
 One-Ââto-ÂâMany
Â
â˘âŻ Control
 the
 Brand
 â˘âŻ Manage
 the
 Brand
Â
â˘âŻ Push
 the
 Message
 â˘âŻ Engage
 the
 Community
Â
â˘âŻ Speak
 as
 a
 Spokesman
 â˘âŻ Speak
 as
 a
 Peer
Â
*An  exaggeration Â
11.
12. Establishing Â
Touch-Âââ
points Â
Customer Â
Service  Â
Building  Customer Â
Relationships Â
18. Search
 about
 your
 company:
Â
1.⯠Company
 Name
Â
2.⯠Company
 URL
Â
3.⯠Products
Â
4.⯠Public
 Facing
 Employees
Â
5.⯠CompeSng
 Products
Â
6.⯠DescripSons
Â
â˘âŻ
 Company
 Name
Â
 +
 sucks
Â
â˘âŻ
 Company
 Name
 +
 rocks
Â
â˘âŻ
 Company
 Product
 +
 review
 +
 sucks
Â
22. Listen  to  what  people  Talk  to  people  like Â
say  theyâre  people Â
Reputation Â
Management Â
Engage  people  by  Measure  where  and Â
building  relationships  what  is  being  said Â