Author: Wael
October 20, 2023
Your company works hard to keep your customers happy. You connect with customers one-on-one and logically develop new products and features to fulfill clients’ requirements. But even with the very best customer support, a company is bound to see its reputation get a hit every now and then.
A Customer posts an angry review for the entire web to see. Or just a less-than-flattering media story spreads much beyond what you predicted. Your business works hard to keep your clients satisfied.
That’s where Online Reputation Management (ORM) comes from, by actively monitoring your reputation, you can minimize negative customer feedback and keep your internet presence as positive as possible. To help you get started, we will walk you throughout the what, why, and the manner of online reputation management–including strategies you may use for your company.
Online Reputation management (ORM) is when you monitor and address any false or negative comments, you consciously monitor the mentions of your sites and social media. Online Reputation Management (ORM) mainly works by responding to negative customer comments online and responding to stories from the media (both social and traditional) that paint your company in a poor light.
For Example, you could publish a public statement covering the content of this narrative or print a social media post in response.
Online Reputation Management is Different From PR?
The two Public relations (PR) and online reputation management have exactly the identical aim: portraying the company in the best possible lighting. The principal difference between the two is the way they achieve that aim.
PR firms work externally, such as through advertising and coordinated media promotional efforts. It’s mostly a proactive effort to strengthen brands instead of reducing strikes on businesses (although PR companies do sometimes manage damage control).
Online Reputation Management (ORM)
On the other hand, is most often reactive. It entails searching for and reacting to potentially harmful content from other people or companies.
The majority of the work which goes to ORM is managed internally by brands instead of by an outside company. The hits a brand takes online can be numerous, but they are often little attacks–a negative remark here, a very low star rating. None of these blows is worth a full-scale PR campaign, but they add up fast. You need an online reputation management resources to care for each of these little fires before they amount to severe harm.
Online Reputation Management (ORM) is also important for preserving transparency–a very important element of brand loyalty in 2020 and beyond. Even though There’s certainly still a location for orchestrated PR campaigns, consumers these days are also looking for natural interactions with firms. They would like to hear straight from businesses in personalized conversations, such as a direct message or an Instagram comment. With online reputation management, your business combats negative claims by putting them directly and openly.
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