[ Online Reputation ]
The Best Strategies for Company Online Reputation Management
Do you want to quickly grow your company or business and take it to the next level? One of the things you need to get right is your company’s online reputation. With the growing importance of online presence, greater reliance on social media, and more informed customers, a client who posts negative reviews about your company can rapidly push down the business’s reputation.
Even a less-than-flattering report could end up spreading like bushfire and cause hefty damage to your company’s reputation.
With good company online reputation management (ORM), it is possible to reduce the impact of negative customer feedback so that online presence stays positive. This brings us to two major questions, “what is online reputation?” and “how do you manage it?”
Keep reading to learn more about online reputation management for your organization.
What is Company Online Reputation Management?
Online reputation management (ORM) refers to active monitoring of your company’s online presence, especially mentions, reviews and conversations in online platforms, with the aim of addressing negative feedback or false comments.
It works by accurately responding to negative customer reviews and other conversations/ content that paint your organization in a bad light on Google or other platforms. Notably, some people often confuse ORM with public relations (PR), but the two are pretty different.
ORM campaigns share so much with PR but are more technical. In most cases, company online reputation management is reactive and often swings into action when potentially damaging content is posted and noted on search engines.
However, PR is mainly proactive, with regular advertisements, search engine optimisation (SEO) and coordinated media promotional efforts being used to strengthen a brand’s image online.
The Main Components of a Company Online Reputation Management
Before we can look at the best strategies for company online reputation management, you might be wondering, “What exactly does it entail?”
When running ORM campaigns, whether through internal management or a firm of experts, here are some of the activities that are involved.
- Developing new web properties that can act as supplementary sources of the company’s positive content.
- Improving the search engine optimization (SEO) value of the present web properties and pushing for better ranking on search engine result pages (SERPs).
- Developing high-value relationships with influencers in specific industries or fields.
- Issuing takedown requests and timely communication with accurate content when an inaccurate post or review about your company are released online.
- Growing your online community that acts as the company’s advocate to drive higher traffic to its positive properties.
Special Benefits of Online Reputation Management
- There are many online hits that can be targeted at companies. Online reputation management (ORM) can help to counter them.
- Some of the negative online hits, whether deleterious feedback or incorrect information, do not warrant a full-blown PR campaign. Therefore, they are better handled through ORM.
- Taking care of regular little fires from customers or competitors through good communication and customer relations can help to reduce the risk of a full-blown crisis in your company.
- Company online reputation management is vital in promoting transparency in company operations, especially marketing.
- Offers consumers an excellent method of driving organic interaction with your company or business. In addition to the billboards and TV ads, customers also want to get direct and personalized conversations like Instagram comments, which can be done via ORM.
Get a free quote now
Expert Tips for Company Online Reputation Management
In the modern and highly competitive business environment, you cannot afford to let incorrect or negative feedback/ reviews from a customer on social media or Google soil your company’s reputation. One fact about growing a company is that it takes time, effort, and resources. All about Online Reputation Management Services.
No matter the level you have reached today, it is paramount to guard the gains with zeal. So, here are some top strategies for company online reputation management that you should consider.
Always Reply to Clients’ Questions Fast and Empathetically
Although company online reputation management mainly happens when negative mentions are made on social media or a search engine, there are times when you can nip the whirlwind before it becomes a storm.
When clients put forward questions or indirect inquiries related to your brands or companies, whether through social media posts or company email, responding to them can help to keep away the otherwise negative publicity.
According to one of the recent surveys, about 83% of people anticipate getting social media responses from the team of the business under consideration to their comments in 24 hours or less.
By putting forth conclusive responses, it is possible to clear off frustrated customers from pushing through negative feedback online and precipitating a crisis within a short time.
The information you provide can give answers to issues, such as delays or quality concerns, and demonstrate to clients that your company values them. You might also be surprised to see the customer to further gho public to explain the positive experience with the company.
Address Negativity as Fast as Possible
It is pretty easy to ignore negative reviews or comments from customers thinking that they will quickly fizzle out without becoming a crisis. At times, some managers think that diving into the issue can draw greater attention for the brand and damage its public reputation.
However, ignoring unhappy clients is a poor strategy that can be a great disservice to your business because potential customers who read reviews also check the responses.
When you reply to customer reviews, it will be an excellent option to tell clients that whenever there is an issue, the company will be there to handle it quickly to deliver a positive experience in the industry.
A good company online reputation management ensures that clients’ issues are addressed with commitment and determination.
When done correctly, perhaps through direct communication and search engine optimization (SEO) strategies, your otherwise dissatisfied clients could end up becoming brand ambassadors to help the company grow to the next level.
This is the trajectory that most companies would want to see in their public relations, but it demands a good digital and communication strategy. An agency with ample experience and expertise can help you to craft such a plan.
If there are Mistakes, Own Up and Rectify them Immediately
Many are times when companies deny mistakes from their operations team or services even when they are real. However, this is likely to quickly degenerate into a digital war in the industry and you might be unable to control. Instead, you should apologize and communicate/ demonstrate how the problem is getting resolved.
When you show remorse through online reputation management services, the relationship with clients can only grow to the next level.
Take the example of a situation where the wrong item is sent to a client. When you craft an apology genuinely, customers appreciate that your organization is transparent.
Therefore, instead of flaring up the problem with a negative review, it will become pretty easy to agree on reshipping the right item or processing a refund because the problem was not from the client’s side. It is an excellent model of changing the client into the top lead and race ahead of competitors in the industry.
If the problem under consideration is widespread, consider posting an apology on a popular social media platform so that more people can see and read it.
Working with an agency can also help you to craft a good strategy. Make sure to include a clear demonstration of how the issue will be remedied.
Get a free quote now
This is likely to convince more clients to stick around, confirm that the changes have been affected, and continue being your clients because the issues have been resolved and will not happen another time.
These are only a few of the best expert strategies that you should consider for company online reputation management.
Other top options that you might also want to consider are good SEO management and developing a clear response plan for different issues. To make your efforts work even more effectively, consider working with a firm of experts in online reputation management.