What is online reputation management ORM?
Online Reputation Management (ORM) is used to build a positive image online and maintain it over time. It is the process of monitoring, managing, controlling, and improving your reputation across all online platforms. It even includes monitoring forums, listings, blogs, etc., that could be impacting your reputation, and working to resolve them. it’s a proven tool that can be used to promote your brand, increase sales, and protect your business reputation.
Here are the 3 best practices for ORM Online Reputation Management:
Continuously monitor all platforms: It’s essential to keep tabs on what people are saying about your brand; You can do this by looking out for negative comments on blogs, online forums, review sites either by using a social listening tool or deploying resources. Once these comments are identified, ensure that you respond to them promptly as this not only gives you an opportunity to interact with existing customers but also to attract new customers. Also, nowadays consumers reach out to online platforms for advice, queries, and reviews, so it’s essential to monitor and control the damages before it’s too late.
Always keep responses positive, authentic and concise: Always keep responses positive, authentic, and concise. Your responses must be direct, professional, and informative. Even with all your efforts, some people might still criticize your business. You must accept and address these queries in a smart way. You can do so by using humor, showcasing humility, or accepting criticism. In short, you need to keep your customers happy, which means responding to both negative as well as positive comments.
Maintain Transparency: Organizations conceal their methodologies and policies because they fear being viewed negatively by their customers. But these days customers prefer transparency, they like to have all the necessary information about the brand and products they use. In fact, according to a report on Sprout Social, nearly 9 out of 10 (85%) people will stick to a brand even if it’s in a crisis given that it has a history of being transparent. 73% of people don’t mind paying more for products that guarantee complete transparency.
Hence, it’s essential for organizations to understand the importance of transparency and maintain transparency in the online space.
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