Consumers are now more connected than ever, and every brand is vulnerable to social media ambush. Learn how to fight negative Word of Mouth by amplifying your most enthusiastic customers, AKA your Brand Advocates.

1. Fighting Negative Word of Mouth
Zuberance
www.zuberance.com
blog.zuberance.com
twitter.com/zuberance

2. 3 Main Messages
1. Negative WOM damages your
revenues and reputation
2. You are vulnerable to social media
ambush
3. Fight negative WOM by amplifying
your Brand Advocates
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3. Negative WOM Hurts Your Business
Sales
Leads
Brand
Reputation
3

4. Social Media Amplifies your Critics
500 Billion WOM Impressions on Social Web
Source: Forrester
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5. Negative Reviews Costs You Sales
83% 80%
% consumers who say online % people who change
reviews influence their purchase decisionsbecause of
purchase decisions negative reviews
(Opinion Research) (Cone)
“Even a single negative review...can have a significant impact on a
prospective buyer’s decision to purchase.” (Opinion Research)
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6. It’s Not Just Negative Reviews...
Negative YouTube Videos Negative Tweets
Negative Facebook Posts
Online Forums
A single negative comment on Twitter, Facebook, or YouTube
can cost companies 30 customers (Convergsys)
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7. A Few Detractors Can Cost You $$$
“United Breaks Guitars”
 4 million downloads
 100,000+ comments
 Costs United
$180M, 10% of
market cap
(source: Times Online UK)
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8. Social Media Roadkill; Are You Next?
It can happen to you!
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9. What’s Negative WOM Costing You?
How much is your reputation worth to you?
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10. Sales Lost from Negative WOM
Item Amount Amount
Annual Revenues $100M
% of Revenues influenced by WOM 50%
Total revenues influenced by WOM $50M
Estimated % of WOM that is negative 50%
Estimated business lost by negative WOM $25M
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11. Brand Under Attack? Fight Back!
Unleash your Brand Advocates!
 Generate positive reviews
 Increase star ratings
 Combat social media ambush
►Measurable results fast
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12. Zuberance Brand Advocate System
Track Identify
Results Advocates
Sales Social Listening
Media Value Ultimate Question
Energize Advocate Reviews
Advocates Advocate Stories
Advocate Answers
Advocate Offers
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13. Zuberance Amplifies Your Advocates
Put Recommendations Where You Want Them
• FB
Advocates’ • Twitter
Social
Advocate Networks • LinkedIn
Reviews, Stories, Answer
s, Offers • Google+
• Amazon.com
Shopping
Sites
• TripAdvisor
• BestBuy.com
• Advocate’s Email
Other • Brand’s Website
• Blogs
13

14. Norton Boosts Ratings, Online Sales
Norton Amplifies its Advocates
Before Zuberance:
After Zuberance:
Sales jumped $26 million on
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15. Adobe Boosts Ratings for Black Friday
 45% customers surveyed
are Advocates
 30% published reviews
 Ave star rating jumped
from 3.5 to 4.25
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16. Motel 6 Boosts Ratings
1700 Reviews Written 3.5 Stars on TripAdvisor (from 2.5)
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17. Take Action Now!
1. Start building your Brand Army
2. Activate your Brand Army to spread positive
WOM and boost online reviews
3. Mobilize your Brand Army to fight social
media ambush
►For more info, email: sales@zuberance.com
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18. Fighting Negative Word of Mouth
Zuberance
www.zuberance.com
blog.zuberance.com
twitter.com/zuberance