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Online Reputation Management

                      For




         2012 (c) Copyrights NexZenPro
About Us

                            is fast upcoming Social Media
                         Marketing Platform in India.


                    The technology implemented is used by
                           over 35 agencies in India.

 Introduction
to Nexzenpro    Where we started?
 Social Media
   Initiative

                •     Nexzenpro was founded in July 2010
                •     The company is headed by India’s prominent Media Experts and
                      Analysts - Sanjay Sinha , Subrata Roy & Surabhi Sinha
                •     The company is head-quartered in NOIDA, and has regional office in
                      Mumbai
                •     Having set strong foot-hold in the Ad Network space, the company has
                      now made a successful entry into the Social Media Space


                                        2012 (c) Copyrights NexZenPro
Our Social Media Team




 Introduction
to Nexzenpro
 Social Media
   Initiative




                                 2012 (c) Copyrights NexZenPro
OBJECTIVE

      Implementing Social Media
       monitoring to analyze and
      interpret how your brand is
  perceived and the language used to
      describe your products and
                offerings
SCOPE




                   2012 (c) Copyrights NexZenPro
EVERYONE’S HERE

              PEOPLE (Readers)                                            LinkedIn has over
              •70% of social media users in India                 100 MILLION users and
              accessed a social networking site                   adds about 1 MILLION new
              every day (Nielson)                                 users to its service every
              •37% of heavy social media users in                 week
              India fall in the age group of 21-30                                Twitter has
              years (alootechie.coM)                              more than 145 MILLION
Sample Of                                                         users and adds about 6
 Research                                                         MILLION new users a month
 Findings     COMPETITORS
              •Competitors are leveraging the
                                                                               Facebook
              power of social media in every                      currently has over 500
What Can      possible way                                        MILLION active users
We Do?        •40% of organisations in India spend                around the globe
              more than 10% of their marketing
              and communication budget on digital
                                                                            YouTube has 2
              media                                               BILLION views per day, and
How Will
We Do ?                                                           24 hours of video is
                                                                  uploaded every minute
                                  2012 (c) Copyrights NexZenPro
Why Make My Trip Needs ORM

              Make My Trip.com has multiple online assets on multiple platforms

              •   Facebook:
                  -MMT Deals
                  -MMT Careers
                  -Offisial Atyachar
Sample Of     •   Twitter
 Research         - @makemytripdeals
 Findings
                  - @makemytripcare
              •   Blog
How Will      •   LinkedIn
We Do ?       •   YouTube
              •   Flickr

What Can
We Do?


                                       2012 (c) Copyrights NexZenPro
Why Make My Trip Needs ORM



              •   With so many platforms catering to so many fans can become difficult

              •   It is easy to miss the sparks that could fan into a fire

Sample Of     •   It is recommended that you have a finger on the pulse of the
 Research         conversations being had about and around the brand properties
 Findings

              •   ORM can help nip possible PR disasters in the bud and steer the
How Will
                  conversation in a more favorable direction
We Do ?




What Can
We Do?


                                   2012 (c) Copyrights NexZenPro
What’s The Danger Here?

            •   Till a few years back, customers had nowhere to vent or make their
                opinions public

            •   Now, they are empowered with social media and anonymity

            •   They are tech-savvy and tell their friends and acquaintances about their
Sample Of       experiences
 Research
 Findings




How Will
We Do ?

                What one person                                   … is read by many
                writes                                            people!
What Can
We Do?


                                  2012 (c) Copyrights NexZenPro
Samples Of Data Captured - MakeMyTrip
Objective
& Scope




  Why
 ORM?




Sample Of
 Research
 Findings
                                                              The number of
                                                              negative
How Will                                                      comments went
We Do ?                                                       up significantly
                                                              on March 28


What Can
We Do?


                              2012 (c) Copyrights NexZenPro
Samples Of Data Captured - MakeMyTrip
Objective
& Scope
                                              Close to 49% of customers
                                                 are happy with MMT

  Why
 ORM?




Sample Of
 Research
 Findings




How Will
We Do ?

                                                 17% of customers are
                                                       women
What Can
We Do?


                              2012 (c) Copyrights NexZenPro
Samples Of Data Captured - MakeMyTrip
Objective
& Scope




  Why                                                           Majority of the
 ORM?
                                                              conversations take
                                                               place on Twitter

Sample Of
 Research
 Findings




How Will
We Do ?
                                                               A snapshot of the
                                                                most frequently
                                                                   occurring
                                                              keywords for MMT
What Can
We Do?


                              2012 (c) Copyrights NexZenPro
Samples Of Data Captured - MakeMyTrip
Objective
& Scope




  Why
 ORM?




Sample Of
 Research
 Findings




How Will
We Do ?




What Can
We Do?
                Classification of keywords based on the sentiment of the conversation

                                 2012 (c) Copyrights NexZenPro
MakeMyTrip – Twitter Conversations
Objective
& Scope




  Why
 ORM?




Sample Of
 Research
 Findings




How Will
We Do ?




What Can
We Do?


                               2012 (c) Copyrights NexZenPro
MakeMyTrip – Facebook Conversations
Objective
& Scope




  Why
 ORM?




Sample Of
 Research
 Findings




How Will
We Do ?




What Can
We Do?


                              2012 (c) Copyrights NexZenPro
MakeMyTrip – News Sites
Objective
& Scope




  Why
 ORM?




Sample Of
 Research
 Findings




How Will
We Do ?




What Can
We Do?


                              2012 (c) Copyrights NexZenPro
MakeMyTrip – Facebook Influencer Identification
Objective
& Scope




  Why
 ORM?




Sample Of
 Research
 Findings




How Will
We Do ?

                    Some of the most vocal people on Facebook about Make
                                        My Trip.com
What Can
We Do?


                               2012 (c) Copyrights NexZenPro
Online Reputation Management:
Objective
& Scope




What Can
We Do?




                             2012 (c) Copyrights NexZenPro
WHAT CAN WE DO*
Objective
& Scope




                        • Monitoring Blogs/News Sites/Consumer Complaint Forums

                        • 1st Level damage Control on Blogs/ News Sites

                        • Monitoring Forums

                        • 1st Level damage Control in Forums

                        • Article Posting and Comment Management
What Can
We Do?                  • Social Media Releases for major events


               * Not limited to this list; Will depend on client’s requirement



                                    2012 (c) Copyrights NexZenPro
Where Nexzenpro Adds Value?
Objective
& Scope




What Can
We Do?




                             2012 (c) Copyrights NexZenPro
To understand how consumers feel about the
            brand/ products and its positioning among the competitors
Objective
& Scope




                  Getting insights into the sentiments of Consumers
                  Proactively engaging with such conversations.



            Kind of data which will be                   Comparing the Demographics interest among the
            collected:                                                Competition Brands
            • Mentions in the articles.
What Can
            • Number of Comments related to
We Do?
            the keywords.
            • Number of unique profiles
            engaging in the discussion.
            • If possible, finding the gender/sex
            of the profile.


                                       2012 (c) Copyrights NexZenPro
To track the buzz around Offline/Online Campaigns.
Objective
& Scope



                           Tracking the conversation surrounding the Offline/Online
                           campaign.

                                                               Tracking the
                                                               popular posts
                                                               and finding its
                                                               social presence
                                                               on Twitter,
                                                               Facebook, Digg
What Can                                                       and other
We Do?
                                                               Networking sites.




                               2012 (c) Copyrights NexZenPro
To leverage Word of Mouth to proactively increase the
            credibility of the brand.
Objective
& Scope



                Using the Online
               Insights to design
               relevant polls and
             connecting with online
                   audience.




What Can
We Do?




                                      2012 (c) Copyrights NexZenPro
Alerts System for capturing any specific events or trends
            that are influencing consumers
Objective
& Scope


            Finding viral content is difficult due to its random presence in the internet.
            • (Any content from anywhere can go viral, therefore the best would be to keep a close track
            over mediums like YouTube's new videos, upcoming articles in Digg, Reddit, Twitter etc )
            • Further, we need to find active communities who are active in promoting videos and
            content. (Highly Resource Intensive and depends upon the community)

                                                                           Strategy:
                                                                           Do contextual search with
                                                                           relevance to the brand then
                                                                           track steep rise in the data
                                                                           trend and notify
What Can                                                                   immediately.
We Do?


             Most videos can go viral within
            24hrs, therefore every minute is
                      of utmost importance.

                                                 Detecting Rise
                                      2012 (c) Copyrights NexZenPro
To identify specific issues that are being discussed
            around the product/brand
Objective
& Scope




                                                                 Strategy:
                                                                 Finding Brand associated
                                                                 keywords and identifying
                                                                 the popular issues being
                                                                 discussed online.

What Can
We Do?




                                 2012 (c) Copyrights NexZenPro
To Measure the performance of your social profiles
            (Twitter/Facebook)
Objective
& Scope




                                                                   Trend Analysis
                                                                   on the Post and
                                                                  Likes/Comments




What Can
We Do?




               Identifying your TOP fans on      Tracking User activity on the
              Twitter and Facebook based on            Facebook Page
                       Engagement
Benefits of using Nexzenpro
Objective
& Scope




What Can
We Do?




                           2012 (c) Copyrights NexZenPro
Information Dissemination Through SMRs
Objective
& Scope

            •   Creating Social Media Releases about brands

            •   Adding links (community, fan page), videos & photos for greater
                engagement

            •   Publishing the SMR on key news sites & online directories
                 – These sites are very high on SEO


                                                                    Bestezine.com
What Can
                                                                    Indiaprwire.com
We Do?                                                              PRUrgent.com
                                                                    PR.com
                                                                    Pressexposure.com
                                                                    Livepr.com
                                                                    Epicpr.com
                                    2012 (c) Copyrights NexZenPro
METHODOLOGY
Objective
& Scope




What Can
We Do?




How Will
We Do?


                          2012 (c) Copyrights NexZenPro
High Level Social Framework
Objective
& Scope




What Can
We Do?




How Will
We Do?


                               2012 (c) Copyrights NexZenPro
Defined Deliverables
Objective
& Scope


            Targeted Achievements                          Reporting Possibilities
            •100% increase in Brand Buzz in 6              •Daily Leads for processing
            months.                                        •Daily Progress Report
            •50% Reduction in Brand                        •Weekly Performance Report
            Negativity on the Social Web                   •Daily Automated Mailer to the
            •80% Management of Online                      concerned person about previous
                                                           day’s performance
            Complaints
                                                           •Monthly Competition Report for
            •Setting up great footprint in the             Social Channel Use
            market as the latest Technology                •Monthly Industry Report on
            Adopter                                        Market Buzz
What Can
We Do?      •Set the stage for next generation             •Quarterly Strategic Report
            technology Use                                 •Indian Social Media Overview
                                                           Report
How Will
We Do?


                                  2012 (c) Copyrights NexZenPro
Start Using Nexzenpro Today

For Details, Contact -

Samir Anand
M: +91-9810170858
Mail : samir@nexzenpro.com
Skype : samilpi




                                                         31



                         2012 (c) Copyrights NexZenPro

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ORM Makemytrip Case Study

  • 1. Online Reputation Management For 2012 (c) Copyrights NexZenPro
  • 2. About Us is fast upcoming Social Media Marketing Platform in India. The technology implemented is used by over 35 agencies in India. Introduction to Nexzenpro Where we started? Social Media Initiative • Nexzenpro was founded in July 2010 • The company is headed by India’s prominent Media Experts and Analysts - Sanjay Sinha , Subrata Roy & Surabhi Sinha • The company is head-quartered in NOIDA, and has regional office in Mumbai • Having set strong foot-hold in the Ad Network space, the company has now made a successful entry into the Social Media Space 2012 (c) Copyrights NexZenPro
  • 3. Our Social Media Team Introduction to Nexzenpro Social Media Initiative 2012 (c) Copyrights NexZenPro
  • 4. OBJECTIVE Implementing Social Media monitoring to analyze and interpret how your brand is perceived and the language used to describe your products and offerings SCOPE 2012 (c) Copyrights NexZenPro
  • 5. EVERYONE’S HERE PEOPLE (Readers) LinkedIn has over •70% of social media users in India 100 MILLION users and accessed a social networking site adds about 1 MILLION new every day (Nielson) users to its service every •37% of heavy social media users in week India fall in the age group of 21-30 Twitter has years (alootechie.coM) more than 145 MILLION Sample Of users and adds about 6 Research MILLION new users a month Findings COMPETITORS •Competitors are leveraging the Facebook power of social media in every currently has over 500 What Can possible way MILLION active users We Do? •40% of organisations in India spend around the globe more than 10% of their marketing and communication budget on digital YouTube has 2 media BILLION views per day, and How Will We Do ? 24 hours of video is uploaded every minute 2012 (c) Copyrights NexZenPro
  • 6. Why Make My Trip Needs ORM Make My Trip.com has multiple online assets on multiple platforms • Facebook: -MMT Deals -MMT Careers -Offisial Atyachar Sample Of • Twitter Research - @makemytripdeals Findings - @makemytripcare • Blog How Will • LinkedIn We Do ? • YouTube • Flickr What Can We Do? 2012 (c) Copyrights NexZenPro
  • 7. Why Make My Trip Needs ORM • With so many platforms catering to so many fans can become difficult • It is easy to miss the sparks that could fan into a fire Sample Of • It is recommended that you have a finger on the pulse of the Research conversations being had about and around the brand properties Findings • ORM can help nip possible PR disasters in the bud and steer the How Will conversation in a more favorable direction We Do ? What Can We Do? 2012 (c) Copyrights NexZenPro
  • 8. What’s The Danger Here? • Till a few years back, customers had nowhere to vent or make their opinions public • Now, they are empowered with social media and anonymity • They are tech-savvy and tell their friends and acquaintances about their Sample Of experiences Research Findings How Will We Do ? What one person … is read by many writes people! What Can We Do? 2012 (c) Copyrights NexZenPro
  • 9. Samples Of Data Captured - MakeMyTrip Objective & Scope Why ORM? Sample Of Research Findings The number of negative How Will comments went We Do ? up significantly on March 28 What Can We Do? 2012 (c) Copyrights NexZenPro
  • 10. Samples Of Data Captured - MakeMyTrip Objective & Scope Close to 49% of customers are happy with MMT Why ORM? Sample Of Research Findings How Will We Do ? 17% of customers are women What Can We Do? 2012 (c) Copyrights NexZenPro
  • 11. Samples Of Data Captured - MakeMyTrip Objective & Scope Why Majority of the ORM? conversations take place on Twitter Sample Of Research Findings How Will We Do ? A snapshot of the most frequently occurring keywords for MMT What Can We Do? 2012 (c) Copyrights NexZenPro
  • 12. Samples Of Data Captured - MakeMyTrip Objective & Scope Why ORM? Sample Of Research Findings How Will We Do ? What Can We Do? Classification of keywords based on the sentiment of the conversation 2012 (c) Copyrights NexZenPro
  • 13. MakeMyTrip – Twitter Conversations Objective & Scope Why ORM? Sample Of Research Findings How Will We Do ? What Can We Do? 2012 (c) Copyrights NexZenPro
  • 14. MakeMyTrip – Facebook Conversations Objective & Scope Why ORM? Sample Of Research Findings How Will We Do ? What Can We Do? 2012 (c) Copyrights NexZenPro
  • 15. MakeMyTrip – News Sites Objective & Scope Why ORM? Sample Of Research Findings How Will We Do ? What Can We Do? 2012 (c) Copyrights NexZenPro
  • 16. MakeMyTrip – Facebook Influencer Identification Objective & Scope Why ORM? Sample Of Research Findings How Will We Do ? Some of the most vocal people on Facebook about Make My Trip.com What Can We Do? 2012 (c) Copyrights NexZenPro
  • 17. Online Reputation Management: Objective & Scope What Can We Do? 2012 (c) Copyrights NexZenPro
  • 18. WHAT CAN WE DO* Objective & Scope • Monitoring Blogs/News Sites/Consumer Complaint Forums • 1st Level damage Control on Blogs/ News Sites • Monitoring Forums • 1st Level damage Control in Forums • Article Posting and Comment Management What Can We Do? • Social Media Releases for major events * Not limited to this list; Will depend on client’s requirement 2012 (c) Copyrights NexZenPro
  • 19. Where Nexzenpro Adds Value? Objective & Scope What Can We Do? 2012 (c) Copyrights NexZenPro
  • 20. To understand how consumers feel about the brand/ products and its positioning among the competitors Objective & Scope Getting insights into the sentiments of Consumers Proactively engaging with such conversations. Kind of data which will be Comparing the Demographics interest among the collected: Competition Brands • Mentions in the articles. What Can • Number of Comments related to We Do? the keywords. • Number of unique profiles engaging in the discussion. • If possible, finding the gender/sex of the profile. 2012 (c) Copyrights NexZenPro
  • 21. To track the buzz around Offline/Online Campaigns. Objective & Scope Tracking the conversation surrounding the Offline/Online campaign. Tracking the popular posts and finding its social presence on Twitter, Facebook, Digg What Can and other We Do? Networking sites. 2012 (c) Copyrights NexZenPro
  • 22. To leverage Word of Mouth to proactively increase the credibility of the brand. Objective & Scope Using the Online Insights to design relevant polls and connecting with online audience. What Can We Do? 2012 (c) Copyrights NexZenPro
  • 23. Alerts System for capturing any specific events or trends that are influencing consumers Objective & Scope Finding viral content is difficult due to its random presence in the internet. • (Any content from anywhere can go viral, therefore the best would be to keep a close track over mediums like YouTube's new videos, upcoming articles in Digg, Reddit, Twitter etc ) • Further, we need to find active communities who are active in promoting videos and content. (Highly Resource Intensive and depends upon the community) Strategy: Do contextual search with relevance to the brand then track steep rise in the data trend and notify What Can immediately. We Do? Most videos can go viral within 24hrs, therefore every minute is of utmost importance. Detecting Rise 2012 (c) Copyrights NexZenPro
  • 24. To identify specific issues that are being discussed around the product/brand Objective & Scope Strategy: Finding Brand associated keywords and identifying the popular issues being discussed online. What Can We Do? 2012 (c) Copyrights NexZenPro
  • 25. To Measure the performance of your social profiles (Twitter/Facebook) Objective & Scope Trend Analysis on the Post and Likes/Comments What Can We Do? Identifying your TOP fans on Tracking User activity on the Twitter and Facebook based on Facebook Page Engagement
  • 26. Benefits of using Nexzenpro Objective & Scope What Can We Do? 2012 (c) Copyrights NexZenPro
  • 27. Information Dissemination Through SMRs Objective & Scope • Creating Social Media Releases about brands • Adding links (community, fan page), videos & photos for greater engagement • Publishing the SMR on key news sites & online directories – These sites are very high on SEO Bestezine.com What Can Indiaprwire.com We Do? PRUrgent.com PR.com Pressexposure.com Livepr.com Epicpr.com 2012 (c) Copyrights NexZenPro
  • 28. METHODOLOGY Objective & Scope What Can We Do? How Will We Do? 2012 (c) Copyrights NexZenPro
  • 29. High Level Social Framework Objective & Scope What Can We Do? How Will We Do? 2012 (c) Copyrights NexZenPro
  • 30. Defined Deliverables Objective & Scope Targeted Achievements Reporting Possibilities •100% increase in Brand Buzz in 6 •Daily Leads for processing months. •Daily Progress Report •50% Reduction in Brand •Weekly Performance Report Negativity on the Social Web •Daily Automated Mailer to the •80% Management of Online concerned person about previous day’s performance Complaints •Monthly Competition Report for •Setting up great footprint in the Social Channel Use market as the latest Technology •Monthly Industry Report on Adopter Market Buzz What Can We Do? •Set the stage for next generation •Quarterly Strategic Report technology Use •Indian Social Media Overview Report How Will We Do? 2012 (c) Copyrights NexZenPro
  • 31. Start Using Nexzenpro Today For Details, Contact - Samir Anand M: +91-9810170858 Mail : samir@nexzenpro.com Skype : samilpi 31 2012 (c) Copyrights NexZenPro