Online Reputation Management (ORM) is a strategic practice that gives brands control over their online presence, by dictating the narratives surrounding their brand. Beyond firefighting negative comments, it involves the curation of positive narratives, engaging content, and strategic online interactions. ORM is also a competitive advantage that can distinguish your brand in a crowded market, influence purchase decisions, attract new customers, and retain existing ones.
Who Needs Online Reputation Management?
Whether you’re a small business, or a multinational corporation, if you operate online then a proactive ORM strategy is essential. Your brand’s digital identity is not just a reflection of its offline reputation, it’s a representation of your credibility and trustworthiness, ultimately determining your success.
Through our tailored search engine reputation management services we can:
- Create a strategy to prevent negative comments online
- Identify ways to improve customer experience
- Highlight positive customer experiences that appear in search results
- Establish an easy-to-follow process for online reputation management
How to Improve Your Brand’s Online Reputation
ORM can open doors to new opportunities, as well as strengthen existing relationships. The key to a positive online reputation involves a combination of proactive strategies and vigilant monitoring. Some key elements of a positive brand reputation online include:
The foundation of a positive online reputation begins with delivering high-quality products or services. Satisfied customers are more likely to leave positive reviews and recommendations.
Excellent Customer Service
Responsive and helpful customer service can turn negative experiences into positive ones. Promptly address customer inquiries and resolve issues with courtesy and professionalism. Confusing cancellation policies and complicated return requirements only anger customers and create more negative brand content that you’ll have to try and rectify later. Fix the root of the complaints or you’ll be adding fuel to the fire.
Engage with Your Audience
Actively engage with your audience by responding to comments, messages, and reviews. Show appreciation for positive feedback and address negative feedback constructively. Customers start to get angry when they don’t get any response to their specific complaints. Don’t go silent.
Monitor and Manage Reviews
Keep a close eye on online reviews on platforms like Google My Business, Yelp, TrustPilot, and industry-specific review sites. Address negative reviews professionally and make changes to your systems to rectify customer concerns and prevent new ones.
SEO Content Optimisation
Optimise your online content to ensure that positive information about your company ranks prominently in search results by developing and sharing valuable, informative, and engaging content related to your industry. This establishes your authority and fosters a positive perception of your brand.
Proactive Reputation Management
Develop a proactive online reputation management strategy that involves identifying potential reputation threats and addressing them before they escalate.
Managing your online reputation is not just a defensive strategy, but a proactive, ongoing process that allows you to build and maintain a positive reputation. ORM requires dedication, commitment, and a customer-centric approach. Negative incidents can happen, but how you handle them can make a significant difference in shaping and preserving your brand’s online image.