The goal of Reputation Management is to control and influence the reputation of a group or individual. In recent years, as social media and the internet have expanded, reputation management strategies have focused on many components, including search results.
The goal of ORM (Online Reputation Management) is to manage and monitor online reviews, search results, and social media.
A company can build a positive reputation thanks to reviews, comments, and conversations that take place online. When a business has a favorable online reputation, it will stand out from competitors. Positive feedback could lead a potential customer to work with your business in the future. Additionally, it’s important to protect your reputation as online reputation management costs are quite high.
That’s why it’s crucial to put effort into Online Reputation Management.
When building a strategy for Reputation Management, there are three main factors you’ll want to focus on.
1. Monitoring Conversations
As a business owner, it’s important to be aware of what people are saying about your business online. You’ll want to follow conversations and find comments, whether they are positive or negative. You may not be able to monitor every site on the web, but if you focus your attention in the right areas, you’ll be able to see most of the conversations your consumers are having.
Follow major social media platforms, such as Facebook and Twitter. Regularly check online review sites, such as Yelp and Google Reviews. Take the time to response to every review and comment you see.
2. Have a Response Plan In Place
When you keep up with the conversations people are having about your business, you’ll have the opportunity to respond. In order to build a positive reputation online, you’ll want to respond to all comments and reviews.
With that said, there are a few things you’ll want to keep in mind:
- Determine which sites and social media platforms are worth monitoring.
- Decide who will be monitoring these sites.
- Identify comments that should be responded to.
- Decide how negative feedback will be handled.
- Select someone to provide responses.
3. Highlight Positive Feedback
When you receive positive feedback, you’ll want to make sure that people are able to see these comments and reviews. 90% of the people that use social media aren’t commenting; they’re simply lurking. You’ll want to make sure that your online presence is focused on the positive.
A survey found that 90% of people take online reviews into account when making shopping decisions.
Positive word-of-mouth can be highly effective, especially online. If you respond to the positive reviews you receive and make a point of highlighting positive feedback, your business will be able to build a favorable reputation. This will help you to earn the trust and loyalty of consumers.