What is Online Reputation Management?
Online reputation management is a set of strategies that influence the way customers perceive your business. It involves monitoring conversations across the Web and social media, identifying customer feedback and responding to it – whether it’s positive or negative. It also includes promoting your brand to increase visibility and drive website traffic.
One of the most important elements of online reputation management is transparency. Consumers today value transparency from brands more than ever, and businesses who demonstrate their commitment to open communication can expect a more positive online reputation. Transparency is not about hiding mistakes or burying controversy, but rather about creating an environment of trust and responsibility that ensures that issues are identified early and addressed quickly.
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The best way to manage your online reputation is by delivering a consistently excellent experience to customers at every touch point, including your website and customer service portals. Customers will develop opinions about your brand and be more likely to share those opinions with others if they feel that your business meets (or even exceeds) their expectations.
Before implementing any ORM processes, decide who at your company will be in charge of monitoring and responding to comments, reviews, and mentions. If you have multiple people working on this, write down policy guidelines and create response templates to save time and keep the tone consistent. You may also want to consider hiring an ORM agency, as they will have the tools and expertise needed to help your business navigate complex challenges.…