Did you know 45% of customers choose not to associate with a company only based on its online business reputation? Maintaining a spotless business reputation on social media, with good reviews, ratings or even testimonials can build a strong and loyal customer base for your business. You can attract employees, customers and, investors by adopting strong online reputation management or ORM.
What is ORM?
Online Reputation Management (ORM) is the process of monitoring the online presence of your brand and ensuring that there is a positive perception of the company by your consumers. This is done by carefully crafting strategies. The main motive of these strategies should be to produce an overall positive brand image.
How does ORM work for business reputation?
Seeing is believing; especially in the digital world. How customers see you have a direct impact on whether they will continue to engage with you.
There are various online and offline tools that can help you achieve a positive outlook for your business reputation on social media. Market researches, online monitoring, sentiment analysis, effective content strategies, SEO, and legal tools are some of the many ways businesses manage their digital reputation.
The advantages of ORM?
- Increase the credibility of your business
- Create a strong positive perception of your business
- Increase the online visibility and traffic of your business
- Improve brand recall and loyalty
- Address negative assumptions about your business
1. Use an analytical strategy
Conduct a well thought out market research. You can use customer surveys, data analytics etc. Align the research results with the objectives and goals you want to achieve. You can also take the help of reputation management software. It can help you easily monitor multiple sites, reviews, and mentions of your business on various websites.
2. Utilize social media for positive brand recall
Adding positive links, reviews, and testimonials on social media and your website can help users gain a positive brand recall. You can also share news of the company, milestones, or feature updates to constantly show the customer that you care. Social media can also be used to create online communities or networks.
Engaging your customers via regular comments, posts, blogs and discussions will help create brand awareness and also build a healthy business reputation on social media. Also, keep tracking engagement metrics and analyze the results frequently.
3. Monitor online content
It’s important you see what the current buzz about your business is. A combination of manual and automated tools will help you understand what others think of you. Remember, everybody might not tag you or let you know that they have negatively reviewed you.
The best way to monitor online content is by setting Google Alerts. This will help you understand what people are talking about you. Other ways of monitoring are Yahoo Alerts, RSS subscriptions, and social media tagging.
4. Manage reviews for a positive business reputation on social media
Reviews play a major role in deciding whether a customer will engage with you. About 90% of consumers read less than 10% of reviews before deciding on a product.
You can effectively manage reviews, increase the frequency of positive reviews, and manage the placement of negative reviews found via search.
An ideal way to tackle negative reviews is not by deleting negative reviews, but by addressing their challenges and providing solutions. The consumers need to know that your business actually cares about them. Always respond professionally and politely.
If the reviews are aimed at hurting your brand image, you can directly ask them to remove the content or involve a legal entity.
5. Ensure Wikipedia monitoring
Wikipedia works like an online biography of your company. Monitoring the page and staying up-to-date will help maintain a good online reputation.
Some of the tools that can be used are Google Alerts, URL Removal Tools, and BrandYourself. You can use several Google tools to execute these strategies.
In today’s world, your digital persona is your everything. Having a good business reputation on social media can help attract customers and help build a strong loyal customer base. Constantly tracking and evaluating content related to your company online is extremely important for the long-term success and health of the company.
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