1. Reputation Management
Facebook Engagement
June 18 & 19
*Social Media Training Program
* Managed Social Media Marketing
(We will not do SMM with your competition)

2. Who we are - Presenters
Wikads was selected by Sysco to help their clients adjust to digital
marketing.
Kelly Watt Matt Astifan
Background in hospitality, Social Media educator that
telecom, online marketing and specializes in Facebook marketing.
SEO 10 years
New Facebook for Timeline
Reputation Management

3. Reputation Management
Your online Reputation refers to:
“the perception that people develop when
learning about your business online”

4. Consider This
The Rule of 10: does it still apply? Or,
has it changed?

5. Social Media Today!
Do you like what they are saying about your brand?

6. Some Facts
78% of consumers trust peer recommendations, and only 14% trust
advertisements.
Canada is in the top 10, #1 in big cities for global internet speeds.
1 in 3 Canadians has a mobile phone with internet.
Mobile search is growing from 20-30% of overall search.
2010 Facebook overtook Google as most visited website online,
175M users login every 24hrs, 65M through a mobile device, of
900M users globally.

7. A Few Questions For Everyone
How many of you have a website?
Who has changed to their website in the last month?
How many have claimed accounts for:
1. Google Places? 5. Foursquare?
2. Trip Advisor ? 6. Facebook,
3. Urbanspoon? 7. Twitter?
4. Yelp ? 8. Linked In?

8. Your Website Is
Your #1 Profile
Invest now to get
highly targeted leads
for a fraction of the
cost of traditional
advertising.

9. Local Search - Google Places
Get your Local Listings
Wikads Optimized
Today!
FREE

10. Claiming Your TripAvisor Account

11. Step 2

12. Step 3

13. Adwords Keyword May/2012

14. Social Statistics
There are over 105,860 people with registered accounts within
10 miles of Kelowna BC (May 2012)

15. How has the rule of 10 changed?
It has become much more significant!
One un-happy customer may tell 250+ FRIENDS,
who will tell 250 Friends, who will tell 250 Friends,
and you are out of business before you know it!

16. What do we mean by “Managing your
online Reputation”?
1. Position our business online to maximize exposure
2. Proactively engage with people online
3. Make an effort to repair and resolve online feedback
4. Become aware in order to better ourselves as a
business to increase sales
5. Convert online people browsing into customers

17. Overview of online activity
• Search – customer is coming to you through
search - Defined in social terms.
• Mobile – the lost opportunity. Capitalizing on
customer traffic! 20-30%
• Social – we are driving information to our
customers. Matt

18. Search: How do customers find us online?
Keyword, Category or City Search organic, PPC, local
listings, and Google reviews
Brand Search website, blogs, directory listings, organic
restaurant reviews, and social sites.
Restaurant Reviews and Aps direct traffic

19. How to Manage our Reputation?
6 steps to
Reputation
Management

20. 6 steps to Reputation Management
1. Build an online infrastructure
2. Integrate your website with social media
3. Get reviews and respond to bad reviews
4. Build brand affinity
5. Get video and good photos
6. Know who you are speaking to

21. 1. Create An Online Infrastructure Of
Brand Related Resources
• A strong website
• Claim social media sites
• Leverage review sites
• Claim directory listings (GP)
• Get video
• Blog and encourage bloggers
to review your restaurant
• Press release, promoting
news sources/article posts

22. 2. Integrate your website with social
• Use social widgets
• Leverage local sites
• Consistency across
profiles

23. 3. Get Reviews and Respond
Do it in a timely effective manner.
Have a process for how to deal with online complaints.
Build Good Reviews to offset the Bad. Monitor trends.
How? – Ask! Comment cards, Check-ins
Mail, email campaigns, staff endorsement, friends/ family

24. 4. Build Brand Appeal
Business Donations
Tell your customers
It will help business, and in
return raise more for your
cause
Local
North Shore Crisis Society
Giving back
Investment based on growth
Asked me for GP Review

25. 5. Get Video and Good Photos
• 85% of people use Video in their search.
• YouTube is the #2 Search Engine, is owned by
Google, indexes very quickly and is one of the
top 4 websites globally for traffic

26. 6. Know who you are speaking to
• Travellers use tripadvisor
• Facebook attracts a younger audience,
female have higher engagement.
• Twitter attracts a more educated and
savvy user
• Linked In attracts a business
demographic, typically higher income
earning.
Each medium has its own language, represents a different
online market, and presents new opportunities

27. 6 steps to Reputation Management
1. Build an online infrastructure
2. Integrate your website with Social Media
3. Get more reviews and respond to bad reviews
4. Build brand affinity
5. Get video and good photos
6. Know who you are speaking to

28. 2 Messages From Online Marketing
We must become aware to
evolve and become a
better business
We must stay consistent
with what we are doing
right

29. Questions
Contact me
Kelly Watt
Kelly.watt@wikads.com
Cell: 604.290.3801
www.WIkads.com