Successful ORM or online reputation management is more than social media monitoring and traditional public relations management. With the growing popularity of social media platforms, blogs, messaging apps, review websites, forums, video platforms, and more maintaining a solid reputation online is very important for the continued success.
People today are highly tech-savvy about the sales & marketing from the businesses. Consumers are also starting to value their opinions of customers as well as online reviews much more than anything else you may need to say about the brand. The customers not just value reviews online, however are keen to pay much more for the service from the company with the higher reviews & ratings.
1. Generate & Respond to Reviews Online
The most effective method to build up the business’ reputation online is to let the happy clients & customers build this for you through reviews online. As per the survey, around 86% of the people read reviews online for the businesses before they decide to make any kind of purchase. With that in mind, asking the customer base to offer reviews on My Business, Yelp or Facebook can help the business to generate a positive reputation to build consumer trust.
2. Be a Good Social Listener
Besides sharing and creating good content on social media platforms, you must become the ‘social listener.’ For example, you can keep proper track of the social media posts and comments about the company. This can allow you to take the right action every time the good and bad comment gets posted.
Focus on the social media networks where the target audience is highly active. For example, the news publisher will have to keep proper track of the reputation over Twitter whereas the cosmetics company might focus on Instagram.
3. React promptly.
Suppose you have a strong social media presence then people want you to stay sociable. Whenever your customers want to reach you over social media, they will expect you to answer quickly to any query. Even though if it is something you cannot solve instantly, at least you must acknowledge them. Suppose you are posting content, you must engage with the people who are posting comments for cultivating a long-lasting relationship with the audience.
4. Grow Visibility Online of Brands and Products
Suppose your company owns products and brands with name recognition outside the company name, you might have to build your web presence as well as social profiles further. Develop the websites, media profiles as well as other types of rankable content for a faction of the business, which the potential customers may search by name. Neglecting to the claim ownership an additional brands & products linked with the business can get a bit complicated – and costly – to get control of somebody else to reserve their usage first online.
5. Handle Negative Reviews:
There’s not any denying that the bad reviews have a direct impact on the business’s bottom line. Such reviews discourage current & potential customers to use your services and product. As per the survey, around 94% of the consumers admit that the negative review changes the opinion of buying anything from the business. Thus, it gets very important that you deal with such issues in the right way.
For managing such reviews, you may start assessing problematic and negative reviews first. The reviews ranking very high in the Google searches will give you the point you may start with. Fast run through popular platforms such as Google My Business, media platforms like LinkedIn, Facebook, Twitter and more, Review.io, and other similar platforms where you can find & fix problems. You can capture snapshots of the reviews and deal with them in the right way.
6. Publish Amazing Content Online
The target audience can judge your brand & offerings as per the nature of the content that you publish on the internet in different formats. For example, if the business publishes useful, informative, as well as engaging blogs, podcasts, videos, infographics, illustrations, and more on the web, your target audience may start perceiving this as the authority on subject or entity that truly cares about the product or service quality as well as customers.
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