Online Reputation Management (ORM) is basically a strategy and approach to monitoring, evaluating, influencing and creating your online reputation and authenticity online. An integrated online reputation management system can also give you new opportunities and insights on growing your brand image. The main aim of ORM is to guide you in the right direction while building your online reputation, increasing your online visibility, and increasing your market share. There are various components of ORM that can help you build strong online reputations. Let’s take a brief look at some of these components.
Identification of negative reviews: When you are planning for the whole ORM process, it is very important to identify and analyze the root cause of the negative reviews and comments. It may be a case of a single customer experience or it may be a combination of various customer experiences. In most cases, negative reviews are often attributed to a specific product, service or online behavior.
Evaluation of negative reviews: You need to conduct a deep analysis of the root causes of the negative reviews and comments. This requires careful consideration and evaluation of the factors that lead to the negative feedback. You should also know what caused the potential customers to post their comments in the first place. It is important to address and consider all possible solutions to the problem and learn from the mistakes that were made in the past. Another aspect of this part of the online reputation management process is to address potential problems in areas where your business is weak. For instance, if you are operating in a niche where people are less aware of you, then you can probably solve the problem by including more details about your products and services in your website.
Approach of social media: In the early part of the ORM process, you should already have an established presence in the social media. You should also have a good reputation in the online community. You can do a lot to reinforce your good reputation online by posting positive content, engaging with your potential customers and posting links to your website on search engine results pages. This part of the online reputation management process is called social media optimization.
Contacts and constant contact: You can make use of Twitter to get the word out about your business and the services that you are providing. You should also make use of Facebook to post any new product announcements and blog posts. You can set up your own Facebook fan page to manage the incoming comments regarding your products. This is just one of the ways that you can leverage social media to build up your positive, online reputation management.
Digital brand building: As a part of your online reputation management plan, you can also engage in digital branding. This involves creating a distinctive digital brand for your business that people will recognise and identify with. There are many different elements that go into creating a good reputation online – embedding links, publishing unique content and using social media to interact with your customer base. All of these strategies are essential for building your online reputation.
Monitoring and responding: You may need to respond to any negative reviews or feedback that have been posted online. You may need to address concerns and questions raised by potential customers. Your company should be proactive when it comes to monitoring any negative reviews posted online and addressing them. If your company is not doing this, then you could find that your company is vulnerable to being falsely accused of causing offence and that could seriously damage your online reputation management.
Engaging in social media monitoring and response: In the event that you find that someone has posted negative reviews about your service or product, you may have to respond to them and address their concerns. It is important to make sure that you respond quickly and effectively to negative reviews as there can be legal ramifications for waiting too long. You also need to consider engaging with your customer base. You may need to make use of social media to answer questions that have been raised by current customers. By making use of these strategies, you will be able to manage your online reputation management effectively.