Did you know? Over 90% of customers read online reviews before buying a product. And review can be good or bad. Whereas positive feedback encourages the buyers to consider your products, a couple of negative feedback can stop your customers from placing orders with you.
Your high-quality products or services earn your business positive feedback. But this is not the case every time. Sometimes you face the heat for the issues like delayed delivery or not responding to the query of the customers. Even if you have no shortcomings in your services or products, the next thing to worry about is the negative rumours spread by your competitors.
So how do you deal with those negative feedbacks about your business?
That’s ORM or online reputation management is highly recommended for any business in this digital age where negativity and rumours spread like wildfire. It is a practice of managing and monitoring your brand’s reputation across the web.
For example, you can respond to the query of angry customers who are not happy with your products. You can clarify his or her reason or offer a replacement. This will not only satisfy that customer but also gives a message to others that you care for your customers.
What is Online Reputation Management?
Online reputation management is the combination of digital marketing, SEO, and PR to improve and maintain the online image (reputation) of your business.
Simply put, it is all about promoting a positive online reputation for your business. ORM is an effective way to boost positive feedback, news articles, and a statement about you or your business online. An online reputation management strategy can also help suppress negative content about your business as well as respond to angry customers.
It is the process of tracking the feedback, news related to your business on online platforms like YouTube, Instagram, Facebook, and other outlets.
Before making any buying decision, consumers are likely to search online. And before they buy from, they check online reviews to see what people say about your brand.
Needless to say, businesses with positive reviews are likely to attract more consumers. Companies that have negative reviews can miss out on sales opportunities. That’s why it is important to manage those negative reviews. This is done through online reputation management. Don’t miss out to read some online reputation management tips for your business.
Making Your Business Rumors Proof:
Spreading negativity about rumours is still in practice. False things are spread in all directions with no sense of boundaries. Rumours can impact your well-established brand. That’s why your need a solid ORM to keep such rumours at bay.
For example, an online reputation management service can track down rumours and their sources and eliminate them ensuring the brand’s image is not impacted.
It is also true that people love to hear negative than good. Keeping a track of fake news and providing instant comeback is what ORM specializes in, thereby protecting your brand image.
Protecting Your Marketing Credibility:
Building a brand takes a lot of time, but just a few minutes are enough to tarnish it. Making sure that a brand is not impacted by the market happenings is what is ensured by ORM. Marketing credibility is the perception of your brand among people.
This perception can be impacted negatively, but an active ORM makes sure this doesn’t take place. It helps deal with negative sentiment as well as negative comments to protect your credibility.
You must have seen how big brands lose market credibility due to faulty products, negative press, or bad service. Online reputation management, during those circumstances, help you overcome this.
Social media is also important for ORM. The wide reach of social media makes it an effective channel for ORM. You can read further about some SMO strategies that you can use for your business.
Pacifying the Angry Customers:
You don’t want angry customers dropping their negative feedback about your brand on every platform across the digital landscape. Right? Such negative sentiments are enough to make the potential customers dubious when it comes to buying from you.
Don’t worry! Online reputation management also works to pacify those angry customers by providing them quick responses and apt resolutions.
Well, every brand faces negative reviews. But those who respond to the grievances of their customers are less likely to be affected.
Given that most customers read reviews before making a purchase decision, you need to be careful about your reviews. After all, reviews are an online version of word-of-mouth recommendations. This means that the more positive feedback you have, the more likely buyers will shop with you, thereby increasing your sales.