Your company works hard to keep your customers satisfied. You meet with customers one-on-one and work tirelessly to develop new products and features that meet their needs.
Even with the best customer service, a company’s reputation is bound to suffer from time to time.
A disgruntled customer posts a negative review for all to see on the internet. Or a negative media story spreads far beyond your expectations.
That is where online reputation management enters the picture.
You can minimize negative customer feedback and keep your online presence as positive as possible by actively managing your reputation. To get you started, we’ll go over the what, why, and how of online reputation management, as well as strategies you can use for your business.
Let’s get started!
What Is the Definition of Online Reputation Management?
Online reputation management (ORM) is the process of actively monitoring mentions of your brand on websites and social media in order to address any negative or false comments.
ORM primarily works by responding to negative customer comments online and reacting to stories in the media (both social and traditional) that cast a negative light on your company.
For example, you could issue a public statement addressing the story’s content or make a social media post in response.
On the other hand, most online reputation management is reactive. It entails searching for and responding to potentially harmful content from other people or businesses.
The majority of ORM work is done internally by brands rather than by an outside firm.
Why Should You Manage Your Online Reputation?
The online attacks on a brand can be numerous, but they are often minor—a negative comment here, a low star rating there. None of these blows is significant enough to warrant a full-fledged public relations campaign, but they add up quickly. You’ll need online reputation management to put out each of these minor fires before they cause major damage. ORM is also important for maintaining transparency, which is a critical component of brand loyalty in 2021.
While orchestrated public relations campaigns have their place, today’s consumers prefer natural interactions with businesses. They want to hear from businesses directly through personalized conversations, such as a direct message or an Instagram comment.
Your company’s online reputation management combats negative claims by addressing them directly and openly.
You Can Use These 5 Online Reputation Management Strategies For your Business website to boom!
Given the absolute number of social media and other sites wherever your brand might be stated, managing your online reputation can seem overwhelming.
But don’t worry—Codexxa Business Solution is here to assist! We’ve compiled a list of five sound strategies to help you get started managing your brand’s online reputation.
1. Respond Promptly and Empathically.
Sometimes the best ORM occurs prior to the posting of a negative comment or review. When customers ask questions, whether they message you directly or post on social media, you should respond as soon as possible.
According to a Clutch survey, 83 percent of people expect responses to social media comments within a day or less, so don’t wait too long. Prompt responses keep disgruntled users from leaving negative feedback and demonstrate to the customer that you value their assistance.
Responding with empathy is also important.
Responding to questions quickly and empathically is a simple way to satisfy customers and build a positive online reputation.
2. Deal with Negativity Right Away.
It can be tempting to dismiss negative customer comments and reviews. After all, why would you want to draw their attention to yourself by responding to them? However, by ignoring dissatisfied customers, you are doing your company a disservice. 97 percent of the 82 percent of consumers who read online reviews also read the business’s responses. Addressing negative reviews demonstrates to customers that if they have a problem with your company, you will be there to help them. As a result, whenever customers leave negative comments or reviews, you should always respond. Handle their problem with patience and tenacity.
3. Accept Responsibility for Your Mistakes.
If your company is being investigated for a real or perceived scandal, it is always beneficial to apologize. Showing remorse helps to defuse tense customer situations and strengthens customer relationships. It also demonstrates to customers that your company is honest and transparent. Create your apology with the genuine intention of owning up to and resolving the problem. Address the main concerns raised by consumers and the media directly, and explain what you intend to do to resolve the situation. Take into account the medium for your apology as well. If the majority of negative feedback is received via a social media platform, For example, if you want to make a statement, you should post it on that channel.
4. Maintain Control of Your Search Results.
Most marketers consider SEO to be a means of keeping their brand visible. However, it is also an important tool for reducing the visibility of negative press and content associated with your brand. Ideally, you want your company’s page to appear first when a search for your company’s name is performed. After all, the first SERP result receives more than 31% of all clicks, and customers are 10 times more likely to click on the first search result than on a page 10 spots down. Monitor your brand’s search results in an incognito window to see what customers see. Competitors can bid on your branded keywords to get their information to appear first, so you may need to bid on your own keywords to keep the top spot.
5. Make online reputation management more automated.
Instead of manually combing through websites and social media, use software that automates ORM tasks to save time. Google Alerts is one of the most basic monitoring tools. Simply enter your brand name into the tool to receive notifications of media and news stories mentioning your company. That way, you’ll know right away when your company is being mentioned, and you’ll be able to respond quickly if necessary.
Brand24 takes it a step further. It not only crawls news stories but also monitors social media for brand mentions. It can even conduct a “sentiment analysis,” which looks at key emotion words in reviews to determine how people feel about your brand.
SEMrush assists with search ranking analysis by tracking your brand’s and competitors’ SERP positions. It goes beyond simply crawling sites and compiling mentions of your brand by performing site audits to show you how to improve the ranking of your company-managed pages.
With these automated tools, you’ll have more time to focus on the high-level work of ORM, such as repairing and strengthening relationships with dissatisfied customers.
Uphold Your Brand’s Image with Online Reputation Management
Users judge your brand by what they hear and see about it on the internet. Contact Codexxa Business solution for online reputation management Service to strengthen the positive image of your brand then you Don’t have to work so hard to build. We will respond to questions and negative feedback and you’ll show current and potential customers that your company is there to resolve any problems they might have.