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Online Reputation Management
Online Reputation Management
Curriculum
7 Sections
30 Lessons
4 Weeks
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MODULE 01: INTRODUCTION TO ORM
5
0.0
INTRODUCTION
0.1
DEFINITION AND SCOPE
0.2
UNDERSTANDING THE IMPORTANCE OF REPUTATION MANAGEMENT IN THE DIGITAL ERA
0.3
THE IMPACT OF ONLINE REVIEWS AND CUSTOMER FEEDBACK ON BUSINESSES
0.4
BENEFITS OF PROACTIVE REPUTATION MANAGEMENT
MODULE 02: MONITORING ONLINE REPUTATION
5
0.0
MONITORING ONLINE REPUTATION
0.1
IDENTIFYING AND TRACKING ONLINE MENTIONS AND REVIEWS
0.2
UTILIZING SOCIAL LISTENING TOOLS AND ONLINE MONITORING PLATFORMS
0.3
MONITORING SEARCH ENGINE RESULTS AND REVIEW WEBSITES
0.4
RESPONDING TO CUSTOMER FEEDBACK AND MANAGING ONLINE CONVERSATIONS
MODULE 03: BUILDING A POSITIVE ONLINE PRESENCE
5
0.0
BUILDING A POSITIVE ONLINE PRESENCE
0.1
CREATING AND OPTIMIZING ONLINE PROFILES AND BUSINESS LISTINGS
0.2
DEVELOPING A CONTENT STRATEGY FOR POSITIVE ONLINE VISIBILITY
0.3
LEVERAGING SOCIAL MEDIA PLATFORMS FOR REPUTATION MANAGEMENT
0.4
ENCOURAGING POSITIVE CUSTOMER REVIEWS AND TESTIMONIALS
MODULE 04: HANDLING NEGATIVE FEEDBACK AND REVIEWS
4
4.0
DEALING WITH NEGATIVE COMMENTS AND REVIEWS IN A PROFESSIONAL MANNER
4.1
RESPONDING TO NEGATIVE FEEDBACK AND ADDRESSING CUSTOMER CONCERNS
4.2
STRATEGIES FOR MITIGATING THE IMPACT OF NEGATIVE REVIEWS
4.3
IMPLEMENTING A PROACTIVE APPROACH TO MANAGING ONLINE REPUTATION
MODULE 05: ONLINE CRISIS MANAGEMENT
4
5.0
IDENTIFYING AND PREPARING FOR POTENTIAL REPUTATION CRISES
5.1
DEVELOPING A CRISIS MANAGEMENT PLAN AND TEAM
5.2
RESPONDING EFFECTIVELY TO ONLINE CRISES AND ADDRESSING PUBLIC CONCERNS
5.3
REBUILDING AND REPAIRING REPUTATION AFTER A CRISIS
MODULE 06: MEASURING AND MONITORING REPUTATION METRICS
5
6.0
MEASURING AND MONITORING REPUTATION METRICS
6.1
IDENTIFYING KEY REPUTATION METRICS TO TRACK
6.2
UTILIZING ONLINE REPUTATION MANAGEMENT TOOLS AND ANALYTICS PLATFORMS
6.3
ANALYZING REPUTATION DATA AND SENTIMENT ANALYSIS
6.4
CREATING REPUTATION REPORTS AND MEASURING THE EFFECTIVENESS OF ORM EFFORTS
ASSESSMENT
3
7.0
Hands-On Exercise
7.1
Case Studies
7.2
Quiz
10 Minutes
20 Questions
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