Online Reputation Management is the game changer in the high tech environment, but most people are still not clear about the concept of Online Reputation Management (ORM). According to some businesses, it’s all about monitoring a company’s social media accounts, whereas other believes it involves public relations. And some have never even heard of it and have no idea what it can do for a business. Members of our Reputation Management team took the initiative to make businesses understand the importance of online reputation management in 2018.
If you look back, the way companies used to interact on the Internet was very different than it is now. In those days, the communication chain was very flat, as they didn’t engage with their customers. Also, that time it wasn’t possible for customers to express their reviews in a way that could impact the company.
However, there’s been an enormous shift. Companies today are no longer static, and they’re connecting with their customers on entirely new levels. Today, customers have a platform that enables them to express their opinions and allows other people to see and respond to their comments. Furthermore, they are using a platform to blog or tweet about a business’s products and services, and also leaving feedback—good and bad—on a company’s Facebook or business page.
In the era of internet, this engagement can have a significant impact on the marketing efforts of businesses and can also affect the company’s reputation. If you think you can ignore customers’ feedback, posts, praise, or criticisms, hoping that any negative review will just go away, you’re mistaken. And this is where Online Reputation Management plays a vital role.
Why Online Reputation Management Is Important
Online platforms allow people to voice their opinions in a way they’ve never had. It includes posting good and bad reviews. No matter how excellent your business is, it is impossible to please everyone for posting good reviews or feedback. In case you get negative reviews, you need to address them in a professional and courteous manner, and it becomes difficult if the products or company are being attacked.
Today, most people trust online reviews as much as recommendations from friends, therefore it becomes extremely important to quickly manage any bad reviews or comments. Mainly, there two broad categories of negative content that an online reputation management company can resolve:
1. Social Media Platforms
Dealing and fielding with negative commentary on social media networks comes in the first category. These complaints or comments are relatively easy to address, and they typically don’t create a huge company unless it already has problems and you haven’t addressed them.
2. Reputation Bombs
A wise man once said – the other side always looks greener, but what if there are reputation bombs on the other side? Well, you have no idea, how much they can do damage to your company’s sales and reputation. They are ten times more powerful than the social media platform comments, as they have the potential to show up on the top of the search engine results pages when a valuable customer searches for your business.
Examples of reputation bombs include:
Hate Sites: Sometimes people get so disappointed with a company or its products that they create websites with their personal opinions. You never know if they include false or misleading information about the company or the company’s public reputation. Suppose people search for your company and get results like “ABC Company Is a Scam,” it can take away your potential customers.
Negative Media Coverage: Most times it happens, when a company receives the negative media coverage and it makes an extreme damage to the company. Negative media coverage has the power to have a far wider reach than any criticism or unfavorable comments on social media networks.
Negative Reviews: Today there are many review sites that allow customers to express their opinions and their satisfaction or dissatisfaction with a company’s products or services. The majority of the customers look at local reviews to decide if a company or product is a good choice. And this is where negative reviews can have a huge impact on sales.
We recommend online reputation services to every business. As it is a valuable tool for you to overcome and navigate both social media platform reputation bombs and commentary before they start to affect your sales or reputation. Furthermore, they can take a lot of burden off of you as a business owner. Also, they’ll monitor your company’s social media pages, as well as the review sites on a daily basis. In the end, ORM experts and professionals know how to respond to any problem quickly and effectively.