Keeping customers happy should be your number one priority. However, it is easier said than done. Connecting with customers tirelessly requires a great deal of effort. In addition to this, you have to make sure that the new products and features that you develop meet the needs of customers. But, even if your business offers the best customer service, it is bound to experience a decline in reputation from time to time.
A single post from an angry customer or a negative media story can impact your reputation considerably. This is where online reputation management (ORM) comes into place. When you actively manage your reputation, you get to minimize negative feedback from customers and maintain a positive online presence.
So, What Is Online Reputation Management?
In the simplest of words, online reputation management refers to the management of false or negative comments and active monitoring of mentions about your brand on social media and websites. ORM deals with responding to negative comments left by customers online and reacting to stories that paint your business in a bad light.
What Makes Online Reputation Management Different from Public Relations.
Now, it is important to bear in mind that both online reputation management and public relations have the same goal which is to portray your business in the best light. However, the difference between the two appears when we look at how they achieve the goal.
A PR firm works extensively through coordinated media promotional and advertising efforts. It involves a proactive effort for strengthening the brand image rather than minimizing attacks against the company. There are some PR firms that do offer damage control services.
On the other hand, online reputation management tends to be reactive. It actively looks for and responds to damaging content shared by other companies or people. When it comes to ORM, most of the work is handled by the brand internally rather than by hiring an external company to help out.
Why You Need To Manage Online Reputation?
As the world has gone digital, online reputation is everything. It is of immense importance. There are likely to be numerous hits that a brand takes online. Even small attacks such as a low star rating and negative comment can affect the overall reputation of the company. Although these blows do not require a full-scale PR campaign, they can quickly add up. This is why you require online reputation management. It helps take care of these little fires before they end up causing serious damage to your brand image and reputation.
Moreover, ORM allows the business to maintain transparency which is crucial for brand loyalty. Even though orchestrated PR campaigns are needed, customers today look for organic interactions and want to know that the business listens to them. When you focus your efforts on online reputation management, you get to combat negative claims by openly addressing them.
Hire a Professional
Now that you know everything about online reputation management, it is important that you work with a professional such as Alan Safahi to manage your online reputation.