Online Reputation Management (ORM) is a process to influence, identify and monitor the credibility and digital reputation of an individual or an organization on the Internet. A great ORM strategy will be the one providing new opportunities to create brand awareness. ORM influences the power of Internet and social media to create goodwill and wins customers trust. Here are three reasons why your online reputation management matters:
1. Get More Customers
Customers referrals are a real thing. Reading reviews is a part of the buying process.
- 65% of new business comes from referrals
- People are four times likely to buy if recommended by friends
Need an example? Say you’re marketing a restaurant, and one of your customers gives it a bad review. Well, that one customer will tell his friends, and then tell family, who will tell someone else and so on so forth. Every customer has a wide-reaching network, and failing to appreciate the power of each customer’s view could show to be harmful to your business.
2. Helping in Local SEO
Your reviews have a tremendous impact on your rankings. Moz’s analysis of local search ranking factors shows that online business reviews are one of the top 20 ranking factors. Google considers thousands of factors that go into ranking that we either don’t know or can’t control; the quantity and quality of your reviews are factors you can manage easily enough.
3. Improve your Branding
Most folks don’t essentially buy the product. They buy the brand. Think about it. When you’re at a store and you see a branded product versus generic products, which are you more likely to buy? Most would choose a brand because that’s a product they already know and most likely trust. When customers have only progressive things to say, it inspires confidence and trust in your brand.
How to manage your online reputation
People always talk about your business whether or not you’re online to see it. Here is how you can control on your online reputation.
1. Google Yourself
Log out from your personal account like Gmail, and do a quick search your brand in Google, after analyzing first three-page results about your brand name. If possible then do a search in other search engines as well (Bing, Yahoo, and AOL). If you see a result that associates your brand with negativity, do some digging and see how that word associated with your brand. Is it customer review on the web or blog that you posted? Is it a spam link to your website? Once you’ve figured out the first three page results, take action to disassociate your website with that word.
Tips: You can use web and social alert for your brand. The most popular tool is Google Alerts.
2. Managing your Social Profile
If you don’t have a social profile for your brand, then create now. Here is a list of some popular social media websites.
Social Media not only helps us to get real customers’ feedback, it also gives a platform for advertising campaigns. However, these sites tend to draw a lot of customer comments, so be active, keep a close eye on what people say, and be ready to respond if they have a question or a negative comment.
3. Publish and promoted positive content
Social Media, Videos, and Blog posts are all digital content you have full ownership of, so make sure you own them. It means you have full control over the content and should help public opinion of your brand. For example, if you have a complaint that you receive regularly from multiple customers, create a unique content that solves the problem and explains what’s wrong. This way you can prevent future complaints.
Although you can’t control what people say, you have control over what you can do about it. You can interact with customers regularly and respond honestly and humbly to negative feedback to manage your online reputation.