How can online platforms be used by businesses to improve or build their reputation?
Through Online Reputation Management.
ORM is a way to promote a brand’s positive image online. User reviews are an important part of this process. According to reports, 92% of customers will not use a business with negative reviews online.
This blog post will explain what online reputation management is and how to start it. We’ll also look at some ORM tools.
Let’s get started.
What is Online Reputation Management?
Online reputation management is the act of actively monitoring a brand’s online reputation or creating a positive profile .
Reputation management uses a variety of tools to solve problems or prevent damage to a company’s online image.
ORM seeks to increase credibility by responding to negative claims or encouraging a positive image on the internet.
Why is ORM essential for businesses?
We’ve already discussed the importance of reputation management. But how can businesses benefit from it? Let’s take another look.
1. This helps in influencing purchase decisions
Let’s take a look at the statistics first. Customers trust online reviews more than personal recommendations. They read seven reviews from other customers before they trust a brand.
Customers prefer the internet to find information. One negative review can stop a potential customer from purchasing.
2. Building a trustworthy image
Negative reviews are not uncommon for any business. It is important to respond to negative reviews and win customers back.
Brand loyalty can be improved by adopting ORM strategies. Set up an alert to receive instant alerts regarding any negative comments.
3. Increase brand visibility
Your brand’s visibility will increase if your audience posts reviews on search engines and talks about your business on social media.
According to statistics, 45% of customers will share positive interactions with businesses when they receive a response to their online complaints.
These testimonials can be re-shared and acknowledged by your audience for their efforts in promotion of your business.
4. It helps to generate business insight
ORM reports can be used to help you plan for the future and improve your business. Monitoring reviews actively can give valuable insight into your audience’s preferences.
ORM tools can be purchased by businesses to provide detailed information about PageRank, review volume and conversion rates.
There are many online reputation management strategies you can use
1. Monitor Brand Mentions
Brands must keep track of the mentions they make on search engines and social media platforms. It’s possible to see the reactions of people to your brand and then respond accordingly.
This is a key step that allows you to be the leader right from the beginning. Sign up for Google Alerts to receive notifications about mentions of your business on review sites such as Yelp.
2. Encourage Online Reviews
Ask your audience to share their feedback via surveys and polls on social networks. To encourage user-generated content, you can create a hashtag.
This poll was created by The Muse, a job search portal. It allows you to interact with your audience by asking a work-place question.
Focus on providing a great experience for customers so they don’t feel pressured to share their opinions.
You can also encourage your Facebook audience to leave feedback by enabling “Reviews”. If they had a positive experience with your brand they will recommend it to others and leave positive reviews.
It is difficult to manage a large amount of Facebook reviews. If you don’t respond to feedback from your audience in a proactive manner, it can cause damage to your reputation.
SocialPilot’s FB review management tool makes it easy to manage reviews. All reviews sent to your Facebook page can be viewed and reacted to in one place. Marketers will find it easy to access reviews from multiple pages without having to switch accounts or go to the native platform.
Start your 14-day trial
3. Respond quickly to your Audience
You may be wondering why people post their concerns and thoughts on social media instead of reaching out directly to you support team. This is because they expect a reply on your social media profile.
Your audience shouldn’t be left waiting for a reply. Don’t forget personalizing your messages and to empathize fully with your audience.
4. Negative comments are not to be ignored
Negative user comments demand quick replies. Do not ignore or delete negative reviews. Instead, listen to feedback and respond to it.
It’s better to admit that you made an error and then apologize before you can resolve the issue. Transparency with your audience is key to building loyalty.
5. Optimize Content Marketing
You can use content marketing to increase web traffic.
You can tailor your content to your target audience by monitoring the responses of your audience.
You are giving your audience what they want. They wouldn’t have any complaints.
6. Analyze the situation and take action
Your online audience is more likely to voice their opinions. Why not create an ORM strategy to take control of your brand’s story?
Your audience should be educated about your brand’s mission. Listen to your customers and make the necessary changes to improve customer experience.
Software and tools can be used to monitor the online reputation of your brand. For more information, take a look at our list of ORM software.
6 Best ORM Software and Tools You Can Use
1. Google Alerts
Google Alerts is a great way to get quick notifications about online brand mentions. After you have set up the alerts you will receive emails to help you check for any mentions of your brand online.
This tool is easy to use and won’t cost you anything. You can choose the frequency of your email alerts, which sources to track, and what regions to track. You can even look for mentions by competitors.
2. Reputation Defender
Reputation Defender is an online reputation management tool that can be used to protect your profile. Businesses can monitor and improve their reviews, suppress negative comments, and encourage authentic and positive feedback. You can even use pre-made surveys or questionnaires to send to customers.
3. The Brand Grader
This tool is quick and easy to use. It allows you to quickly report on any brand’s online image. This tool locates conversations related to your keyword and sends the data to you via email. The Brand Grader report contains details such as:
- Top brands are being talked about by top sources
- Influencers on the web who have mentioned you
- Your social media profiles have a high follower count
- The number of mentions on forums and blogs
- Mentions of positive and negative brands
Reputology, a trusted service, offers analysis of audience sentiments, tracks reviews online 24/7 and allows you to measure your ORM performance via stats and charts.
You can see the workflow of your team responding to online reviews. You can get a free subscription to start and they offer paid plans that are location-based for businesses.
Podium, a powerful platform that allows brands and companies to collect reviews from specific sites as well as Google, is an excellent tool. Automate the collection of user reviews and track ORM metrics.
You can also create your own templates and use a mobile app to respond to your audience wherever you are.
Brand24 offers a limited-time free trial and paid plans to help brands monitor their online presence. Access tools for monitoring influence scores, custom alerts, volume charts, and more.
Slack can be integrated with your social media profiles. You can also monitor podcasts or newsletters.
There are many ORM tools out there that offer different features. You’ll be able to choose the right ORM tool for you if you create a strategy that matches your online reputation.
Are you ready to launch your ORM game plan?
A brand’s online reputation strategy is essential to its marketing and growth plans. The best thing about managing your online reputation is that it is within your reach.
Your brand reputation can be improved by monitoring online feedback and offering great service.
A solid reputation can not only increase sales but can also build a loyal customer base. Use our tips to create an ORM strategy that works for your brand.
Online reviews can have an impact on your brand’s Google My Business listing. SocialPilot’s Google My Business Posts Scheduling tool can help you update your page and rank higher in search results.
Guess what? SocialPilot offers a 14-day free trial for all subscription plans.
The post How to Implement an Effective Online Reputation Management Strategy SocialPilot first published this article.