Understanding and analyzing the Online Reputation Management strategy followed by the brand Adidas. The way of addressing the queries and problems of customers on all social media platforms. Also stating tips on improving the ORM of the brand.

1. PRESENTED BY - TAPAN DESAI
ONLINE REPUTATION
MANAGEMENT

2. INTRODUCTION
● In 1925, in a small German village called Herzogenaurach,
Adolf "Adi" Dassler designed his first pair of athletic shoes.
● By 1949, he had founded his own company, Adidas, and
created the three stripes that now mark the company's
distinctive shoes and clothes.
● One of the most popular sportswear suppliers in the world
appealing to all different demographics and interests.
● Adidas is the largest sportswear manufacturer in Europe
and the second largest in the world.
● With more than 500 plus stores in India the company’s
annual revenue for the year 2019 was $ 26.47 billion.
●

3. ANALYTICS

4. OVERVIEW

5. POSTS BY SOCIAL
NETWORKS

6. POSTS BY WEEK DAY/ HOUR

7. SENTIMENT

8. TYPES OF CONTENT

9. HASHTAGS

10. KEYWORDS

11. POSITIVE COMMENT

12. POSITIVE COMMENT

13. NEGATIVE COMMENT
● As we can see Adidas has
not responded to a
customer who has placed
an order with them and
faced a problem.
● They should respond here
by saying, we apologize for
the inconvenience caused to
you. We're communicating
with our team and someone
from our team will reach out
to you shortly and help you
with your problem.

14. NEGATIVE COMMENT
● Here as we can see, the
customer is complaining about
the customer service after
receiving a faulty product.
● They should have responded
saying - Hey, Pawan, we are
sorry for the inconvenience, we
will have someone from our
team get in touch with you so
that we can look into it & solve
your problem.
● NOTE: Providing a individual
team member to assist with the
problem helps reassuring the
confidence of the customer in
the brand.

15. NEGATIVE COMMENT
● As we can see Adidas has
not responded here to a
customer who is
complaining about an issue
he faced with the product
he purchased.
● Not replying to a distressed
customer is not a good
practice for a brand on the
ORM front.
● They should have been on
toes with their replies and
make them more
personalized, and thus
making the customer feel
assured.

16. NEGATIVE COMMENT
● Here we can see that the
customer has raised a question
on the quality and the has
brought forward his problem
with the product.
● But like we can see the brand
has not bothered to reply or
provide any solution for the
problem.
● This can result in really bad
customer reviews and which in
turn may affect the sales of the
brand.
● Adidas should’ve addressed this
issue in open like in the chat
section so as to make sure that it
leaves a good impression of the
brand on people reading it.

17. NEGATIVE COMMENT
● Here we can see the person is
complaining about a faulty
product he purchased from a
retailer and is facing issues
with it.
● A brand like Adidas shouldn’t
let such incidents hamper their
reputation.
● They should’ve immediately
assisted him with his problem
and try and resolve it by
getting it replaced and maybe
as to amend for the problems
send a goodie hamper or a
discount for the next purchase
so as to keep the loyalty of the
customer with the brand.

18. THANK YOU!