What is the Importance of Online Reputation Management?

Online Reputation Management or ORM, as it is commonly known, is an important part of every business. ORM is a digital marketing strategy that focuses on the customers' experience towards a product or a brand. 
There is more to a business than achieving 100% success in their sales. Businesses must also protect their reputation by taking care of what their customers' needs and issues are. After all, without their customers, businesses cannot operate.

Thus, ORM enters the picture.

This management system in a business is about finding out what people are saying about your brand online, from social media, review sites, and even Google search engines. But, there is more to that than knowing what people are saying about your brand. ORM also encompasses watching out for possible spam reviews from competitors, addressing customers' issues and concerns, and encouraging customers to share their positive experience with your product.

Now that you understand what ORM is, it is time to find out why this management system is important. Let us take a look at its impact on the growth of a business.

Why Online Reputation Management is Important?
Nowadays, it's difficult to conceal any bad reviews or bad statements people posted about a business on the internet. Although when we are talking about social media, it is easy to take down those bad comments or block people. However, there are some places on the internet that this is impossible to do. That's why businesses need to focus on protecting their reputation.

Increases Search Engine Ranking
Being on top of Google SEO ranking is the target of every website and business. It gives you the exposure you need and traffic to convert to customers. However, having a bad reputation will affect the ranking of a business. That is why businesses must deal with issues or concerns of their customers. If you deal with negative issues and turn them to more positive reviews, Google rewards a business by increasing their SEO ranking or visibility.

Increase in Profit
When businesses focus on managing their reputation, they will expect more customers to come knocking on their doors. That is why protecting your brand will help you gain more customers.

Increase Credibility
Online reviews, whether this is found on social media or review sites, is always the defining factor that could either make or break a business. People often go online to search for services they don't know, and if they come across negative reviews from your business, expect them to be flocking to your competitors. That is why businesses must take reviews seriously.

Positive reviews will bring more customers, and it will increase the business's profit. 
However, not all the time, businesses can please everyone. From time to time, they'll be getting some negative reviews. If this happens, it is important to get to the bottom of the customer's problem and fix it. Solving minor issues or problems of customers can also help them trust that your company cares about their clients.
Here are some data to remind you why ORM matters in running a business:

• Customers read an average of seven reviews before trusting a brand.
• 30% of consumers want to know if businesses respond to online reviews.
• 50% of consumers question a business's credibility when they read negative reviews.

Now, what should you be doing to focus on building your brand's reputation?
Here are simple steps you could implement to build your business's reputation.

Steps to Build a Reputation

Determine what platform
There are various platforms online where people can share reviews about your products or services. It is your duty or your team's duty to find out which platform you get most of your reviews or mentions.
There are a lot of platforms people go to when they want to express how they feel about a brand. The most common platform that people use is social media. Last year, 66% of small businesses monitored their brand through social media. 

Other sites you can use to monitor your brand is through Google search engine and review sites.

Go Through All Reviews
It may be tedious but necessary that you have to go through all the reviews seen online. You have to check for negative, positive, and spam reviews.

Negative reviews must be dealt with, no matter how rude the customer may be. Professionally dealing with these reviews sends out a good reputation on your business's name.

It is also important to note spam reviews. Flag spam reviews as this might be your competitors trying to ruin your business or random review that has nothing to do with your products or services.

It's an Ongoing Process
Going through online reviews doesn't happen once. It's a continual process. Therefore, it is important to set time for this matter. You can do this once a week or depending on the number of reviews your company has.

Encourage Positive Reviews
You can invite your previous or new customers to share their experience with your product. Encourage them to write positive reviews and how they felt about your brand.

You only have one chance to bring your best foot forward when it comes to satisfying your customers. Therefore, always make an effort to provide good customer service to them. If you find the task daunting, you can seek help from professionals or use tools to help you in managing your brand's name. After all, your reputation is the key to the survival of your business. Author: John Ocampos is an Opera Singer by profession and a member of the Philippine Tenors. Ever since, Digital Marketing has always been his forte. He is the Founder of SEO-Guru, and the Managing Director of Tech Hacker. John is also the Strategic SEO and Influencer Marketing Manager of Softvire Australia - the leading software eCommerce company in Australia and Softvire New Zealand.