An overview of how to build, and protect, your online reputation as presented at the ISBN 2012 Conference. International SalonSpa Business Network. Follow me at @serena www.twitter.com/sere or www.mogreet.com

1. Building and Protecting Your
Online Reputation
Serena Ehrlich
www.mogreet.com
Tweet me at @serena

2. Key Definitions
What is Social Media:
Old school, guerilla
marketing using new tools
What is an online
reputation:
The way the world
perceives you, your salon
and your stylists
(regardless of truth)

3. Why Should You Care?
YOUR clientele is
online, sharing with their
friends
YOUR clientele’s friends
are your top prospects …
worst enemies
Every day, someone gets
mad about something
Bad news travels fast
TAKE CONTROL

4. What Defines Online Reputations?
Search result placements
website Clients
Your own website! SEO Employees
Online reviews
Yelp/Trip Advisor/Google Social
Networks
Ex-
employees
Blogs
Social network sharing Yelp/Google Your Anyone with
Reviews Reputation a computer
Don’t forget
Sentiment
ALL CAPS!! affects results
Stacking up to the
competition

5. Where to Start – Listen First!
Start monitoring your brand
Use free tools!
Google alerts
Google Blog
SocialMention
Search.Twitter.com
Facebook Search
Google Analytics
Don’t forget to monitor
misspellings of your brand!

6. Easy Tools to Get You Started
Social network management
Hootsuite.com
Tweetdeck.com
SocialBro.com (twitter only)
Online influence ranking
Klout.com
PeerIndex.net
Social network scheduling
tool
BufferApp.com

7. Time to Face Your Flaws
Remember, everyone has
haters
Be honest, be brutal
Praise/Complaints
Try staff/customer surveys
Be prepared
Prepare answers in advance
Take conversations offline
Grace is in the resolution
(Yep, same as in real life)

8. Managing Your Reputation
Take ownership
Listen & respond
Listen & fix

9. Keys to Success
Internal buy in
Empower your clientele!
Ask for reviews/referrals
Promote your social networks!
Create content
Photos! Articles!
Leverage local tools
Register in Google Places!
Yelp business center
Fix your website
www.websitegrader.com

10. Want a Bigger Footprint?
Flipbook MMS Image MMS
Think mobile SNEAK to 21534
GLEE3D to 21534
Skip SMS – add images!
Hire a consultant
Get references!

11. Online Reputation
Serena Ehrlich
Mogreet
@serena
www.mogreet.com

12. Examples!