Online Reputation Management (ORM)

Course Info

Date: Dec-02-2024

Length: 1 Week

City: London

Fees: 4,350

Type: In Classroom

Available Dates

  • Dec-02-2024

    London

  • Dec-30-2024

    London

Dates in Other Venues

  • Dec-02-2024

    Amsterdam

  • Dec-09-2024

    Kuala Lumpur

  • Dec-09-2024

    Istanbul

  • Dec-16-2024

    Singapore

  • Dec-16-2024

    Paris

  • Dec-23-2024

    Barcelona

  • Dec-23-2024

    Amsterdam

  • Dec-30-2024

    Dubai

Course Details

Course Outline

5 days course

 

Online Reputation in the Digital Age

 

  • Importance of Online Review (Making Our Business look our Best on Internet)
  • How the digital age has affected reputation management
  • Explain how online reputation affects offline reputation
  • Why we focus on Google Location Review?
  • Types of reputational risk that exist online

 

Encourage Customer Experience Sharing
 
  • Negative reviews aren't fun! We can’t stop the bad review by Customers, but we can encourage more good review
  • Importance of getting customer with Good Experience to Rate Us on Google Location Page in driving up Service Centre locations’ average star ratings
  • Optimizing positive online content & how great content will bury bad content every time.
  • How to avoid bad reviews, earn & increase positive reviews
Combat with Negative Reviews

 

  • One negative review isn't going to shut down our business. But the way we handle negative reviews will set the stage in moving forward & improve our company's customer service & online reputation
  • Importance of timely interaction & reply to the Online Review
  • Techniques to help us solving negative reviews & earn better reviews
  • How to protect a reputation in times of adversity

               - Ways to embrace online negativity / criticism

               - How to respond to a crisis online

               - Debrief after a crisis & evaluate our response

 Towards best practice reputation management - part 1

 

  • How to be authentic & speak ‘beyond the corporate voice’
  • Best practice in building a robust & sustainable online reputation
  • Turning a negative review into a positive review
Towards best practice reputation management - Part 2

 

  • Take proper steps in handling online negative business reviews
  • Take the emotion out of responding to a negative review