We live in the digital age. Hence, your online reputation management strategy can make or break your business success. Literally anyone with a smartphone and internet connection just searches online for businesses, goods or services they are looking for. The internet has become the go-to for searches.
Online Reputation Management (ORM) is the practice of monitoring and influencing how you or your business is perceived online. SO, let us understand in depth with some examples why ORM is important.
Running a business is about building relationships and the cornerstone of any relationship is trust. Your online reputation plays a big role in building that trust. Positive online reviews or feedback and customer testimonials significantly enhance your credibility.
Example: Imagine searching for a good restaurant online. You find two options to dine at, one of the two has customers praising the food and service while the other has either mixed reviews or negative feedback by its customers. You will likely choose to dine at the former, just like most customers would choose the restaurant with positive reviews. Thus, businesses with positive reviews attract more customers as they inspire trust.
One of the major reasons why online reputation management is important is because it directly impacts your business revenue. Positive reviews and high ratings attract more customers and generate more business. Negative feedback will drive the customers away.
Example: A study done by Harvard Business School suggests that a 1 star increase in Yelp rating for restaurants increase their revenues by 5-9%. That statistic highlights the power of positive ratings for financial success.
In this digital age, when someone searches for your business or name online, the first few search results shape what they perceive about your business. If these results are negative, then it becomes difficult to change their opinions later.
Example: Suppose you are looking for a job and a potential employer searches your name on the internet only to find bad reviews or negative articles about you. This will lead to a poor first impression and spoil your chances at securing that job position. On the other hand, positive news about past achievements, positive feedback, well maintained social media profiles and glowing reviews are likely to get you a better job and pay.
Let’s get real! No matter how good a service or a product is, there are always some dissatisfied customers who leave negative reviews online. It may not be possible to avoid that, but it is possible to handle them with grace, address them constructively in a way that they have minimal negative impact on your online reputation.
Example: So, if a customer has left a negative review about their experience with your business, firstly it should be handled promptly and professionally. You should respond by apologizing for the inconvenience and offer a solution. This way good online reputation management can turn the negative situation into a positive one. Apart from appeasing the said customer, it will also show others that you take feedback seriously and are committed to their satisfaction.
A strong online reputation in highly competitive industries such as real estate is likely to help your business stand out and give you a competitive edge. This is also why online reputation management is important for personal branding. Whether you are a professional looking for a job, or an entrepreneur seeking investors, your ORM is building your credibility and affecting your success every step of the way.
Example: A job seeker who regularly maintains his Linkedin profile, posts about his achievements, shares industry relevant articles, has glowing reviews and engages in meaningful discussions is likely to be preferred for a job role over one who either has no online presence or has negative feedback.
The digital world is fast paced, so any crisis is likely to escalate quickly, hence requiring a quick, active and professional online reputation management. Effective online reputation management includes having a robust crisis management plan that can be enacted to address any issues swiftly and minimize damage.
Example: A company releases a flawed product, realizes it later and receives backlash on social media. By having a comprehensive online reputation management strategy in place, the company can quickly get into action. They can issue an effective public apology, take corrective measures such as recalling the product and address customer concerns and queries proactively. This approach can help mitigate the negative impact on the company’s reputation as well as help restore it soon.
A detailed and targeted online reputation management strategy involves creating, publishing and promoting positive reviews and content online. This shows your strength, builds a brand and influences what people see about your business when they search for you.
Example: If you are a design company looking to attract more clients, By regularly updating your portfolio on platforms such as Behance, sharing positive client testimonials on your Search Engine Business Listing or Social Media Profiles, maintaining active blogs with design tips/insights, you can create a strong online presence. This content will help your potential clients/customers see your expertise and creativity.
Hence, actively managing your online reputation ensures that people are able to find you easily and get a positive first impression as well. If you are a business owner looking for active, professional and proven online reputation management services, get in touch with us at Digital Tokri. Talk to our expert today!
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