Any company works hard to ensure that its customers are satisfied. They meet with clients one-on-one and work tirelessly to create new products and functions that meet their needs. Even with the greatest customer service, a company’s reputation is bound to suffer from time to time. Customer comments on a dissatisfied evaluation of all products and services can be seen on the internet. Negative media comments propagate far beyond expectations.
What Does Online Reputation Management Do?
Online reputation management is actively monitoring instances of all brands on social media and websites to respond to hurtful or false comments. ORM primarily works by replying to customer dissatisfaction comments online and responding to comments & posts published in the media which includes both interpersonal and traditional that negatively impact your company. For example, one could issue a statement to the press addressing the story’s content or make a post on social media in reply.
Reputation Management Vs Public Relations
Public relations firms promote themselves from outside through marketing and coordinated media promotions. Instead of minimizing attacks on companies, it is primarily a proactive effort to strengthen brands.
In contrast, online reputation management is frequently reactive. It entails searching for and replying to potentially harmful subjects from other individuals or companies.
Most ORM work is done domestically by brand names rather than by an outside firm.
Online Reputation Management Strategies
Managing the online reputation can appear daunting, given the large number of social networks and other online sources where the brand may be mentioned.
Below is a list of sound strategies to assisting you in getting started managing a brand’s online reputation.
1. Respond Quickly and With Empathy.
Quite often, the best ORM occurs before posting a negative post or review. When clients ask questions, whether they message you directly or post on social media, you should reply as soon as possible.
2. Deal with negativity right away.
It can be enticing to dismiss negative customer comments and reviews. It is required to draw their attention by responding to them appropriately. Also, ignoring dissatisfied customers is never good and they should always respond on time.
3. Accept Responsibility for Your Mistakes.
If your company is being investigated for a real or imagined scandal, apologizing is always beneficial. The show helps to calm tense buyer situations and strengthens customer relationships. It also demonstrates to customers that the firm is open and honest.« Back to Glossary Index