A detailed description of Online Reputation Management Services in India provided by Skitsol. We provide Brand Equity Based Transformative Online Reputation Management Services in India for Indian and Multinational brands. This is achieved by following a responsive, relational and trust based approach, each of which is measured. The present Online reputation management services in India are reactive as opposed to transformative. Considering the sharing featuring of internet and ease of access for the modern consumer it makes the reputation for a brand volatile. Download this report by Skitsol to understand how we approach brand equity based Online Reputation Management. Contact us at contact@skitsol.com to know more about this service. Check out http://skitsol.com/online-reputation-management-india for more details

1. Brand Equity based
Online Reputation Management
Online Reputation Management in India

2. The Agenda
• What is Online Reputation Management
• Importance of Online Reputation Management
in India
• The Brand Equity perspective
• Brand Responsiveness
• Building Relationships
• Brand Trust
• The Return on Investment (ROI)
• Key metrics
• Present Online Reputation Management Services
Online Reputation Management in India

3. What is Online Reputation Management?
Online Reputation Management in India

4. Online Reputation Management
As millions of users on internet consume
your brand, they also talk about you.
Sharing features of internet and social
media can quickly make these
conversations spread
This makes your reputation volatile.
Online reputation management (ORM) - Servicing that
enables companies and brands to easily monitor and manage
their online profile.
Online Reputation Management in India

5. Is Online Reputation Management important in
India?
Online Reputation Management in India

6. The Indian Internet Scenario
With 243 million users by 2014, India will beat
United States in internet reach. These 243 million
users consumer your products, services and thus
contribute to brand equity.
Mobile Internet usage has also risen sharply from
the 2012 penetration levels. A recent study says
that penetration level of mobile Internet users has
quadrupled.
Rural base: India has now 137 million internet
users in urban India and 68 million in rural India
making reputation of brands volatile.
Online Reputation Management in India

7. Can Online Reputation Management help a
brand?
Online Reputation Management in India

8. The Brand Equity Perspective
Net Digital Brand Equity is a sum
of positive and negative brand
equity
Positive brand equity is
generated by loyal consumers
indulging in positive word of
mouth
It increased by enhancing the
consumption experience
Negative brand equity originates
from brand haters and negative
consumer experiences
Online Reputation Management in India

9. The objective of brand equity based Online
Reputation Management is to enhance positive
equity and reduce negative equity
Online Reputation Management in India

10. Brand Responsiveness as a measure
Online Reputation Management's foremost
and most important task is to listen and
monitor the web.
Online reputation management and its impact
on brand equity majorly depends on the
responsiveness shown by the brand
Metrics
Key Metric to evaluate brand responsiveness is
Turn Around Time (TAT).
Greater
responsiveness
gives a signal
to the
customer that
the brand
cares!
Online Reputation Management in India

11. Brand relationships as a measure
Relationships are important in building loyal
consumers
Loyalists can improve online reputation by
increasing positive brand equity
Relationships are formed by understanding
and interacting in a human manner
A first step is polite communication, regular
follow up
Relationship development also leads to
increased trust on the brand
Online Reputation Management in India

12. Brand trust as a measure
Brand trust only builds when you demonstrate
performance on a regular basis
This means regular responsiveness, and
orientation to relational development
Trust leads to commitment by the consumer
This commitment contributes to positive brand
equity
Trust also means recommendation and a loyal
consumer
Online Reputation Management in India

13. And what is my Return on Investment in Online
Reputation Management?
Online Reputation Management in India

14. The ROI
Greater digital brand equity can transform a
business by reducing advertising expenditure
Brand responsiveness, relationships and trust
lead to purchase intentions
Increase brand recall and build positive brand
associations
Brand communities can be easily facilitated
Reduces cost of new product launches
Provides safety net against product/service
failures
Online Reputation Management in India

15. How do I measure my Online Reputation
Management Service Performance?
Online Reputation Management in India

16. Key Metrics
• Responsiveness
• Turn around Time (TAT): Time between
query notification and first response
• Resolution Status: Time to resolve a query
• Relationship
• Response rating: The relational
orientation of response
• Consumer knowledge: Insight about the
consumer collected
• Follow-up: Follow up with consumers
• Trust
• Positive EWOM: Positive electronic word
of mouth by consumers
Online Reputation Management in India

17. Present Online reputation Management services
use reactive response as opposed to
transformative response
Online Reputation Management in India

18. Learn more about our proprietary brand equity
based online reputation management service.
contact@skitsol.com
Online Reputation Management in India