What Is Online Reputation Management
Online Reputation Management (ORM) is a complex set of strategies that maintains a business’s positive online reputation while minimising negative customer feedback. Check out the benefits of online reputation management and some of the strategies include enhanced online monitoring of any brand mention and indexed positive URLs to portray the company in a good light.
Benefits of Online Reputation Management
By actively managing your online presence, you can achieve the following:
- Increase brand loyalty:
With proper online reputation management, tense customer situations are diffused. This helps to strengthen a brand’s relationships with consumers. It also shows them that your company is open and transparent, leading to greater brand loyalty.
- Boost sales:
9 in 10 consumers perceive a brand based on online reviews. As happy customers buy your products and submit positive reviews, others will likely follow suit. The previous buyers have already attested to your business’s brilliance. A positive online reputation works as a signal to show that your brand is the real deal, hence increasing sales.
- Treated better online:
Companies that have better reputations are typically forgiven more easily, even when they made mistakes.
How Do You Manage Your Online Reputation
Every business will bound to have unsatisfied customers who leave behind negative feedback. However, if you manage your online reputation successfully, even your critics or commentators may become your best advertisers. Here are some ways to manage your online reputation.
- React quickly and politely:
In a fast-paced digital world, news can spread quickly like wildfire. It is best to respond to a customer’s review, positive or negative, as fast as possible. Not only does it show that your company is concerned about your customers’ experience, but it also shows that your brand is active and engaging on social media.
- Address criticism:
It may be tempting to simply ignore criticism from customers. Many would think that this prevents greater attention to the issue. This, however, is not true. Acknowledging and apologising when your company is in the wrong demonstrates that your company is remorseful and willing to make amends. Consumers know that brands aren’t perfect and will occasionally make mistakes. But when they do, customers want to see the company do something about it.
- Active online reputation marketing:
Positive online reviews greatly influence buyers’ decisions, directly affecting sales. It is good practice to highlight positive quotes from credible sources to paint your company in a better light.
- Ask for help if necessary:
You can hire an online reputation management specialist to monitor mentions of your brand on websites and social media. If there are any negative comments, the specialist will inform the company and employ a series of strategic measures to do damage control.
If you cannot cope with online reputation management, or if your efforts are simply not enough to protect or restore your brand image, you can request help from a professional.
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