Online Reputation Management
Social media platforms, blogs and online reviews are so readily accessible nowadays and have made it ever so easy for people, or for other companies, to leave online comments about your products, be it negative or positive, which can have a significant impact on your marketing efforts and on your brands reputation. Certainly, you can’t stop people from voicing their opinions, however you can definitely control or at least prevent in which direction the conversation goes. This is where Online Reputation Management (ORM) comes in handy, which quite simply, means managing your brand’s online reputation.
As nowadays, more and more consumers rely on online reviews and comments when making their purchasing decisions, it has become crucial for you to know and comprehend what is being said about your brand online and how you can manage it in order to build and maintain a positive brand reputation online.
Two principals steps are what ORM is involved in: monitoring of what is being said online and active and adequate responding to customers’ concerns and worries. Monitoring is key in any digital marketing operation as your brand presence is measured across social platforms, forums, comments and websites.
Dealing With Negative Comments
Now that you have seen and analyzed what is being said about your brand online, it is time to devise a strategic plan on how to adequately respond and engage with your customers online. That entails establishing a very close relationship with your customers, by that I mean, constant communication and engagement is crucial. Don’t be afraid to respond to negative comments. Based on your response, they either make you or break you. Many businesses receive negative comments online and immediately adopt the ‘ignore and it will go away’ approach. However, this could definitely backfire on you.
Negative comments can often provide your business with vital information regarding to where your business is going wrong. Moreover, it is also a great opportunity to speak to those consumers who have posted negative feedback and ask them why and eventually offer solutions or help.
Positive comments build up your reputations just as much as the negative ones. Encouraging and highlighting positive feedback will definitely boost your brand. So in a way you thank people for their kind reviews, and hope they share your response with their friends. In both instances, personally responding to comments and reviews shows each customer that you care and are actively listening to their concerns and opinions.
This type of engagement is what can significantly increase and impact your online presence as well as your sales and business revenue.
Big and small businesses have rapidly embraced social media like never before and a whole new industry has now emerged to help them manage, monitor and interpret the vast amounts of information associated with your brand. Thus Online Reputation Management becomes profoundly important tool to companies to redefine and maintain their online reputation as positive as possible.