Everything is online, any information or opinion of people. This is why it is important to manage your reputation. Think of a company that works hard to keep all customers happy by assisting them one by one and developing new products with new features in response to customer needs. Suddenly a single negative review comes in, maybe from an angry customer, and the whole internet can see it. And then your reputation takes a huge hit and the company will have to waste time making up for it.
To minimise negative customer feedback and keep your online presence as positive as possible, you need to manage your online reputation. But what is it?
Your online reputation is how others see you when they look for you online and the Online Reputation Management combines marketing, SEO, and public relations strategies to monitor and boost your online reputation. Its purpose is to create balance, counteract misleading trends, and allow you to put your best foot forward and actively monitor what people think about you on websites and social media.
Even if you do not own a business, people are searching for you online, whether you realize it or not, this is why it is important to use online reputation management. It’s important to keep tabs on what people are saying about you online and then take steps to correct any inaccuracies, because people see the internet as their first source of information and they make decisions based on what they find online.
How does Online Reputation Management work?
Aims to boost the visibility of positive content that reflects the reputation you want to convey and find negative content that could harm your online reputation to remove or suppress them. It is a way of shaping what appears in your search results if someone searches for your name or your business.
You need Online Reputation Management to take care of small inconveniences before they turn into something bigger and irremediable. So with an ORM plan you can take control of your online profiles and you can monitor and identify negative or fake content and remove it so it will not harm your reputation.
To better manage your online reputation there are a few steps to follow. You must respond promptly and with empathy, if you don’t respond to customer questions quickly, it can cause a private message to turn into a negative public statement which will then be more difficult to handle. Addressing negative reviews is a way to show customers that even if they have an issue with your company you will be there to listen and help them, indeed lack of response on your part can come across as a confirmation of bad press. If your company is in the spotlight because of a scandal, always admit your mistakes and apologise. Showing remorse is useful for reducing customer tension and strengthening a positive relationship. Stay on top of your search results and also think of SEO as an essential tool for minimizing visibility of negative press and content associated with your company. Lastly, instead of manually combing through websites and social media on your own, save time by using software that automates ORM tasks.