ORM or online reputation management is one of the most important aspects of digital marketing and online branding. It ensures that your brand has a great reputation among customers, and improves the chance for future sales.
ORM helps you locate negative reviews and comments on the internet and various forums and makes an opportunity to deal with it in the best possible way. Social media, for example, has been one of the prime sources of advertisement and publicity. Even the slightest bit of feedback and opinion, be it negative or positive, spreads like fire.
ORM tools help businesses keep track of their reputation online and discern customer sentiment. This becomes extremely relevant when we consider the fact that around 92% of consumers read online reviews before buying any product or using any services.
So, if you are looking to have a positive reputation and impression with your present and future customers, it is highly recommended that you use a reputation management platform or seek help from an expert.
Here is the ultimate guide to online reputation management that you should consider in 2020.
1) Be committed to after-sale satisfaction
As a business, your job does not end at selling a product or service. Your customers are always the best judges of the quality of your products or services! Be committed to addressing their satisfaction or grievances with your product. This alone can create a great reputation!
2) Convert negative reviews to positive
It is important to ensure that your dissatisfied customers don’t stay that way. If you come across any harsh feedback from a customer, reply positively and work to fix whatever issue they had/have. This will let customers know that your business is here to serve and will constantly improve.
3) Increase your reviews
The more positive reviews you have across the internet, the more beneficial it is for your brand. Be creative and use different strategies in order to receive more positive reviews. Distribute free samples of your most popular product to people and ask them to rate your product on various forums and social media.
4) Respond to all types of reviews
To be active among customers it is very important for you to respond to reviews. If customers praise what you offer, reply and thank them. On the other hand, if you come across negative reviews, contact the customer for a detailed complaint and ask them how you can fix/improve their experience.
What not to do in ORM?
Though ORM is important, a lot of companies go the extra mile to fight the negativity. Besides just being unethical, these techniques won’t even help you in the long run.
Some of the unethical practices are:
1) Fake reviews
Generating fake reviews for your business, product or services is not advisable at all. It might look helpful at first but can have a negative impact on your business in the future.
2) Battling with customers
It is always advisable to be polite with your customers, even if they are disgracing your product or services. Never get into an argument with your customers, keep them as a top priority. Listen to what they are saying and address their dissatisfaction.
3) Bribing customers
Many companies bribe customers to alter negative or post positive reviews. This is completely unethical and may cause you serious problems in the future, especially with the reputation and credibility of your business.
ORM software can help
Your business can take advantage of online reputation management tools. It can help you manage your reputation by collecting and analyzing customer feedback. It helps you stay in control and also develop a very strong brand presence.
Also Read: Importance of Online Reputation Management
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Matt Canada has a background in graphic design, customer service and management. In his current role, he oversees marketing activities for Tatvam and also supports in sales and support activities. In his free time, Matt enjoys playing video games, spending time with his wife and running his own production company which is centered around creating inspirational content for others.