What is Online Reputation Management? Everything You Should Know!

what is online reputation management

What is Online Reputation Management? What it does and how important it is for your business!

Online reputation management (ORM) is an important part of any business, but many people don’t know what it is and why they need to do it. Learn about risks associated with negative online reviews, how ORM helps prevent them, and how you can use ORM to pro-actively deal with negative online reviews to turn them to something positive for potential clients that are looking to do business with you in the future.

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One of the most important factors for business success is its reputation. Without a good reputation, any business will struggle to survive. As the saying goes “Your reputation is what people say about you when you leave the room”. This is even more prevalent in today’s digitalized environment, where one negative mention can cost you valuable clients.

Building an online reputation entails various tactics to ensure that you are seen in the best possible light. This includes not only avoiding negative mentions but also proactively having positive content that draws attention to your company.

One of the most important aspects of Online Reputation Management is monitoring your digital footprint. This entails having software that monitors what is being said about you online and issuing feedback or requests for removal of negative and possibly false reviews that your competition has added against your business.

What is Online Reputation Management?

The term “Online Reputation Management” refers to the management of the public perception of your company or personal brand online. It’s typically executed through the use of campaigns that are designed to proactively combat the negative reviews your company can receive by posting favorable information about your business.

Online reputation management is the process of managing one’s online presence on social media sites to increase their credibility and protect their brand.

Online reputation management does not only control the public’s perception of a business or individual, but also keeps them from spreading false information about their company or person. Reputation management is a process that helps a business or individual maintain a positive image by using various online marketing techniques.

What does Online Reputation Management do?

It typically involves developing a comprehensive social media plan that includes everything from posting positive content about your business, to responding quickly to any negative comments made about you, to proactively minimizing any negative impact potentially harmful content may have on your company. Online reputation management is often used in conjunction with search engine optimization and digital marketing.

Why is Online Reputation Management Important?

Reputation management is a lot like SEO, but instead of showing up in search engines for specific keyword phrases, it is focused on improving what people write about you online. The idea is to remove negativity, improve keywords, and control what is being said about your company.

As the internet has grown, people have come to rely on it for information about companies, products, and services. This is not a bad thing, but the downside is that it has increased the importance of what people are saying about you. It is so important to have an understanding of how to protect your business against negative publicity, because your competitors are looking for opportunities to attack you.

Why is Online Reputation Management Important?

Reputation management is a lot like SEO, but instead of showing up in search engines for specific keyword phrases, it is focused on improving what people write about you online. The idea is to remove negativity, improve keywords, and control what is being said about your company.

As the internet has grown, people have come to rely on it for information about companies, products, and services. This is not a bad thing, but the downside is that it has increased the importance of what people are saying about you. It is so important to have an understanding of how to protect your business against negative publicity, because your competitors are looking for opportunities to attack you.

How to Increase your Online Reputation?

Online Reputation Management is a collective term used to describe the actions one takes to increase their online reputation and their business. There are many ways to go about this, but the most popular methods are Google Reviews and Facebook Reviews. Google Reviews, for example, is a way to provide feedback through sites like Google Maps and Yelp. The more positive reviews you collect, the higher your company’s reputation and therefor your business. 

How Important is it for all Businesses to have Good Reputation on the Internet?

It is important for all businesses to have good reputations on the internet. A company’s online reputation can affect its ability to be found in searches, and can also affect whether customers are willing to do business with the company.

  • Show up in more search results
  • Reach a local audience
  • Improve customer satisfaction
  • Build brand trust and loyalty
  • Identify and mitigate risk
  • Resolve complaints quickly
  • Increase online reviews
  • Remove inaccurate information

Google yourself. What do you see? Are you Represented fairly?

The best way to determine and audit your business’ online reputation is by “googling” your business. If you see negative reviews then you are doing a poor job of managing your online reputation and providing a service that is worth mentioning online. If you are not seeing anything, you also are doing a poor job of managing your online reputation.

The reason being is that it just means that not enough customers has worked with your business which then means that your business is not capable to produce great results for the customers and/or the business is not trustworthy. After all — not everyone is keen to be the guinea pig for a “new” business whether it actually be a new business or an already established business. No one searches for a business online looking for a new business to test out.

Your Online Reputation is Forever

One crucial thing to note about your business’ online reputation is that often times, it is available for the world to see — forever. Unless you hire an actual company or a lawyer to have a review removed, which can be very costly, it will stay online forever.

This is the reason why it is important to stay on top of your online reputation. Many businesses do not take action until a negative review is made about their business. A better approach is to showcase the positive and great feedback your business has by being proactive and requesting reviews from your satisfied customers.

What does it mean for a Business to have an Online Reputation?

An online reputation is the impression of a company, person, or brand created by consumers on the internet. It can be positive or negative and it impacts customer behavior.

Why is it Important that Businesses take care of their Online Reputation?

A company’s online reputation is a reflection of the company as a whole. It can be tarnished by negative reviews, negative comments, and anything else that can harm customers’ trust in the company. Businesses need to take care of their online reputation because it can be a reflection on the company as a whole and harm future business opportunities.

What are some ways you can build your brand and gain more trust from people?

1. Be transparent and honest with your customers

2. Never lose trust in yourself or your team

3. Deliver good customer service

How can Negative Reviews ruin your Business?

Negative reviews can be detrimental to your business if they are taken out of context. If you give a bad review, it could make people believe that all the other reviews are also negative and they may not trust your company. If they do not trust you, then they will choose to go with a different business that has a better reputation.

However, getting negative reviews does not mean it’s the end of your business. You can certainly try to reach out to the person that left a negative review and try to work things out to have it removed but if not then the best way is to respond kindly and try to understand the issue that your customer has. Negative reviews can be beneficial provided that you show that you care and value the feedback from your customers. Respond, take notes, make changes to your business if need be, and move on.

Some ways to Increase your Online Reputation

Some ways to increase your online reputation:

-Be an active participant in the discussion.

-Stay connected with social media.

-Don’t spam!

What are the advantages of online reputation management?

An online reputation management is a service that can help a company control the narrative against their online reputation rather than relying on customers that may have had a bad experience with the service a company has provided. Depending on the situation, the business may also be able to mitigate negative feedback that can be found online. It allows for the business to take a pre-emptive action on their online reputation rather than just reacting on other people’s feedback and review.

What are some typical strategies for online reputation management?

  • Take a proactive approach by surveying your customer’s recent experience with your business

You can manually do this by sending an email or a text to your customer linking to the review site you want for them to leave a feedback on. A better way to do this though is by utilizing an automated software to handle all the review management for your business — this way, you are ensuring that your customer’s experience matters to you whether it be great or a poor experience. All this can propel a business to become better.


  • Address The Issues Once They Pop Up

    As soon as a negative event occurs, address it immediately. On your website, social networks, and blog, let people know what you’re going to do. Get ahead of the story. The more information you can give, the better. If you have a good product or service, reassure the public of this!


  • Keep up regular communication

Optimize your social networks so that you stay in touch with your customers. Nowadays, people expect regular communication.

  • Meet customer requirements through an open dialogue

    Whenever you can, set up regular meetings with your existing customer base, ensuring that your customers are satisfied with the service or the products you provide

How long does online reputation management take to work?

Reputation management can take a few short months to a year to work. The results can last forever, though. Of course, the growth can be faster or can be slower depending on how much work you put towards it. The positive reviews are the ones that are most effective.

This means that if you have 5 positive reviews, they are more effective than if you have 100 positive reviews without any negative reviews. Positive reviews are the ones that are most effective at letting potential clients know that you are worth doing business with. It allows for potential clients to trust your business even before they get to work with you.

Can reputation management place the same review on multiple platforms?

Yes it can be. However, that will depend whether your customer will take time to go to different review platforms to leave a feedback about your business.

What to do when a negative online review is from a real customer? How will this impact my business?

A negative review posted by a real customer is the ‘most valuable’ review of all. Bad reviews can seem like a death sentence for any business. But rather than resorting to deleting them, try looking at reviews with a critical eye, and see if they can help you to improve your business. If the reviews are true, then you should still strive to solve the problem that can be addressed (but don’t ignore reviews that are blatantly insulting either). You can learn more about your customers, their relationship with you and how to improve your product(s) and/or service(s).

The biggest mistake many business owners make is to try to defend or deny their customer’s story, or retaliate against the customer in any way. Bad move! But this is the most common way to go because you’re angry. We’ve all done it. It never works. So don’t do that.

Secondly, many business owners tend to just push forward, ignoring the situation.

Although this approach might be easier than figuring out what to do, it’s the worst choice. This gives potential customers a reason to not do business with your company. It shows that you don’t care about your customers enough to try and resolve your customer’s issues. A response trying to resolve your customer’s problem is 100% better than just ignoring it. Negative reviews are the best way to showcase your dedication and the level of your customer service to try and satisfy and hopefully resolve any issues your legitimate customer has with your business. By taking the time and responding strategically, this can even become more beneficial than a positive review.

How Should I Respond to Positive Reviews/Feedback?

There are many ways to respond to positive reviews/feedback. You can thank them for their feedback, or you can also share their content with your followers, or let them know how much you appreciate the feedback.

Follow these guidelines to best respond to them:

  1. Thank your customer for the kind words, which you’ve validated on your site, on your Facebook page, and anywhere else on the internet where you can.

  2. Acknowledge your customer’s specific praise by explaining exactly why you appreciate the praise. For example, if a customer mentions a specific feature or design of your product, then explain exactly why that feature or design is important.

  3. If the praise is constructive, then provide a clear response by explaining how you will use the review to improve your product.

Why should a business have a good online reputation?

“In today’s increasingly globalized world, a business needs to have a good online reputation. In this day and age, people are constantly looking for information on the internet about any company or organization that they are looking to do business with. With the advent of social media, people have a voice and can share their opinions on any company’s products or services. If a business does not take the time to maintain an online presence, they risk losing potential customers.”

What is an example of a good online reputation management service?

An example of a good online reputation management service is one that helps you manage your online image, whether it be managing negative news about yourself or protecting your brand. The best services have the ability to help you create a story and make people believe it.

A good reputation management service will keep track of the reputation for companies online. It will make sure that their reputations are never tarnished, especially if there are unfair reviews of the business online.

How to manage your reputation online?

Your online reputation is something that you have to manage. It’s important to make sure your personal information, such as name and email address, are accurate on social media profiles. You should also be careful about what you post online. If you have a good reputation, it’s important to keep that up by staying away from controversial topics and sharing only positive content.

Why Should I Care About Online Reviews?

73 percent of customers say positive reviews make them trust a local business more. Our online habits have shifted how we interact with businesses and make purchases, so much so that online reviews are increasing conversions by 270 percent.

Just as important as the review is how you respond, as 53% of customers expect a reply on review sites. Even more telling, businesses that answer negative reviews receive a 16% increase in customer advocacy.

Are Google Reviews important?

Google Reviews are very important. A few years ago Google started rewarding businesses who had great reviews and punishing those who had bad ones and therefor started encouraging its users to review them online.

When it comes to small business owners, we know the importance of getting good return on your investment and we also know that we can’t do it alone. With this said, a business needs to have great social media presence. With over half of the population now having a smartphone, it makes it much easier for people to find businesses online.

When it comes to local businesses Google is the number one search engine for finding everything, so getting bad reviews can hurt your business. The best way to combat this is to have good reviews.

How many business reviews and star ratings do you need, exactly?

You need as much reviews as you can get and the highest star rating achievable for your business. This is true for any business especially so for business that are directly catering to customers.

Here are 3 reasons why:

  1. Google reviews are a ranking factor in Google’s algorithm and so if your business has more reviews than competition then your business will most likely show up on Google’s Local Search

  2. 5 stars are ideal but most often than not, it is not attainable and it looks fake and not believable from a customer’s stand point. Do your best to serve your customers and make them happy — in return your business will get the star ratings as deserved. Customers tend to gravitate more towards businesses that are genuine and real against businesses that are fake and only care about their star ratings.

  3. How recent a review is is an important gauge for many customers looking to work with a business. If a business is showing recent reviews then it means that they are actively caring about their customers and serving them well. This is also a ranking factor in Google’s algorithm

What do you do if your business is the victim of a smear campaign?

Your business might be the victim of a smear campaign for many reasons, so there’s no one answer to this question. If you notice any negative press, you should act immediately. A good advice is to dismiss it completely, but this isn’t always easy. The best way to handle negative press is to tell your story. Use the feedback to strengthen your company.

A lot businesses maintain their reputation by dealing with bad press quickly and professionally. If possible, you should always respond to negative press to clarify the issues.

Tell your story. Give your side of the story to clear misunderstandings.

Neutralize the comments whenever possible by simply making them into lighthearted comments.

Taking a proactive position in your comments with key communities is crucial as it will help steer the narrative to your favor instead of allowing your competition continue to smear your business.

How Effective Is Online Reputation Management?

Online reputation management is effective. Managing your public image is an important part of running a business, and this is even more important for people who are actively involved in business or who are running their own businesses. You need to take steps to protect your image to keep your business thriving. If people say negative things about you or your business online, you can try to manage your online reputation so that it does not damage your brand. This means getting the negative comments hidden or taken down — and if this is not an option, drown out the negative reviews with an overwhelming positive ones from your satisfied customers!

Should you hire a company to do your online review or take care of it yourself?

Sure, you could do it yourself. Who wouldn’t try to save money, right? There are countless guides that tell you the best way to go about this, but you should consider that that’s what they are: guides. You would still need to have the tools and the expertise to properly execute a strategy to gather honest reviews from your customers. It will take time — precious time that would best be used to focus on managing your business.

We know how to do the job properly. We have the tools and the expertise to execute a plan and the strategy to gather honest reviews from your existing customer base and your new customers. Reputation management is important to any and every business, but it can be very costly if done wrong.

Do online reputation managers write the reviews for your company?

NO! Online reputation managers don’t write reviews for their clients. It is certainly unethical to do so and if you happen to see a company offering such services, make sure to steer clear of such practices. It will do your business more harm than good.

Online reputation managers help businesses understand the best ways to engage with online reviews in order to unleash the positive power of reviews. They uncover the target audience’s key concerns and engage them in genuine conversations with the most relevant content. All these reviews come from your genuine customers that do care about your business.

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