Online Reputation Management

Online reputation management is the method of influencing the reputation of an individual or a company over online and digital media platforms and channels. The growth of digital media platforms, search engines, and social media channels has amplified the scope and area of reputation management. Today, we’ll discuss online reputation management; statistical facts and figures, and steps involved in the implementation of the online reputation management process.

Statistics of Online Reputation Management

  • 60% of the online reviews are for the brick-and-mortar store businesses
  • 91% of millennials trust online reviews just like friends and acquaintances
  • 89% won’t take any actionable steps until reading the reviews of other users
  • 70% of the customers read at least 4 reviews before taking any step
  • 52% won’t choose a seller if it has less than a 4-star rating
  • 15% of the users won’t trust a business without any reviews

Implementing Online Reputation Management

Let’s discuss some of the main steps for building, maintaining, and implementing online reputation management; they’re as follows;

Selecting Tool for Online Reputation Management

It is significant for businesses and companies to analyze the reviews and comments on social media platforms, and the performance of your product and brand name in the searches. Depending on the size of the company, they should employ the right software and tools to analyze and monitor the score. They allow you to automate the performance evaluation process and present the key findings on a single platform. However, it integrates data from the following sources;

  • Brand management tools
  • Social media platforms
  • Digital and online reviews
  • Search results

It tells you not only what people said and reviewed about the product and the brand, but also where and which platform. It allows you to track and analyze various trends.

Collecting Data

Online reputation management comprises various sources and platforms like review platforms, new articles and blogs, search results, and social media platforms. If you are aware of the fact what people say about the brand, then it helps you to develop a response for the review website, social media marketing campaigns, and PR efforts to manage bad press.

Companies should gather data from various sources to find the unhappy and dissatisfied customers that have led them to post negative reviews. It helps the company to find out the reason behind their discontent; and the gaps that require improvements.

Responding to Reviews

Companies, marketing, and PR professionals should carefully read the reviews and comments to effectively respond to the negative feedback of customers. This is because the negative feedback of customers could jeopardize the reputation and brand image of the company. However, negative feedback offers companies an opportunity to improve their performance win the trust and confidence of customers; and build better and stronger relationships with them.

Companies should develop an effective reputation strategic approach in advance, and they should implement it when the time is right.

Closing the Loop

When customers and users directly approach the company and complain about something, they want an empathic response. While leaving a negative review and comment, they want an immediate resolution to their problem. Usually, the online reputation of companies fades away, when they meet up with customers’ expectations. They should encourage customers to share their feedback and resolve the problem immediately.

Proactive Strategy

When customers leave negative feedback and reviews, companies should proactively respond to their reviews and resolve the problem. Instead, they should consider negative feedback an opportunity to reach out to customers and resolve their problems, it amplifies the customer’s satisfaction level and they would recommend the brand to their friends and acquaintances.

Analyzing Brand Reputation Strategy

Customers’ experience level plays a key role in building an online reputation of the company. If the customers and users have experienced better in terms of the company’s customer service portal, purchase process, social media channels, and sharing online reviews. They would have a better experience if the company is meeting their expectation, otherwise not.

Promoting Positive Areas

Along with resolving the negative feedback and reviews of customers, companies should also promote the positive brand values and mission statement of the company. It comprises positive traits and building a positive relationship with customers. However, it allows the company to decrease the negative search results of the brand.

Predicting Potential Trends

It is significant for companies to recognize the potential trends that would promote positive brand value and reviews of the company. If social and environmentally sustainable trends are growing, then you should highlight the same aspect of your business over social and digital media platforms and channels.

Conclusion: Online Reputation Management | Implementation of Online Reputation Management Process

After an in-depth study of online reputation management; we have realized that online reputation management is highly significant for businesses and companies. If you are learning about the implementation steps of online reputation management; then you should keep in mind the abovementioned definition, statistics, and implementation and process steps.

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