Brand reputation management is the process of monitoring how consumers perceive your business and taking strategic steps when necessary to improve your brand image. Are you already doing both? There's a big chance you're not. The first step is the most important. Without this, you can't do the rest.
This whole action plan is based on the premise that you listen to what people are saying about you and then you respond. It is important that this person has the freedom to speak on behalf of the company. If you respond to harsh criticism, you should know that the person creating the response understands the brand's vision and voice. Responding also gives you the opportunity to clarify things.
Reputology surveyed its customers, who reported that 80% of disgruntled customers were won over with the right answer. Make it clear that you're listening. Better yet, name the person who answers. Customers are more likely to feel that they are being taken seriously when they receive a response from a real human being, not a robot.
Reputation management is the effort to influence what and how people think of a brand or person when viewed online. In other words, character is who you are and reputation is who other people think you are. Today's reputation is largely based on what artificial intelligence systems like Google show about you rather than the first-person experience. There are many different reputation management strategies that will allow you to maintain or improve your online reputation.
Reputation management, originally a public relations term, refers to the influence, control, improvement or concealment of the reputation of an individual or group. The growth of the Internet and social media led to the growth of reputation management companies, with search results as a fundamental part of a customer's reputation. Online reputation management, sometimes abbreviated as ORM, focuses on managing search engine results for products and services. Ethical gray areas include sites of deleting police photographs, astroturfing on customer review sites, censoring complaints, and using search engine optimization tactics to influence results.
In other cases, ethical lines are clear; some reputation management companies are closely linked to websites that publish defamatory and unverified statements about individuals. These unethical reputation management companies charge thousands of dollars to remove these posts, temporarily, from their websites. It can focus on your target audience or the general public and can be carried out through a variety of media. The Internet has changed the business landscape and online reputation management is now something that every company should pay attention to.
Not only has the landscape changed the way we do business, but it has also changed the way customers relate to us and how they preview a company's online reputation. In many ways, the Internet has made life easier for customers and, at the same time, it has made things difficult for the companies that serve them. Let's talk about online reputation management. This is largely due to how harmful negative online reviews can be.
Companies have always relied on customer recommendations, but in the past, the reach and speed of word of mouth limited the damage radius of a single negative customer experience. Nowadays, a single online review can ruin a business under the right circumstances. Your reputation manager can also engage your audience by participating in discussions about your brand online. Own media channels are crucial to the company's reputation when it comes to crisis management and authoritative communication with its audience.
Therefore, you should focus on all the channels where your brand is mentioned and try to manage your reputation across all of them. The right reputation management techniques can take your business from the bottom of Google to the top of search results. And that leaves your reputation in the hands (more precisely, in the minds) of those who perceive your company. The other is what I define as “online reputation bombs”, which affect your reputation and long-term sales and can seriously damage a business.
In a nutshell, ORM focuses on monitoring and managing your brand reputation on the web, on ensuring that your business is properly represented and that potential customers are left with a great impression of who you are and what you do. Other companies, the smaller or the least equipped, would simply crash and burn as a result of this kind of reputation disaster. Basically, the idea of an online reputation management audit is all about figuring out how people view you online and what kind of problems you're facing in challenging that vision. Using techniques from the field of search engine optimization, cognitive psychology, user behavior and human-computer interaction (HCI), reputation management companies can restore balance in search results, review sites, information portals and other information sources public access.
It may seem like a good alternative to paid media, but you don't have the same control over reputation as you do with ads and sponsored posts. In addition to all the reasons to monitor your online reputation, social media monitoring can also increase sales. But we can largely control what people see online, and that can go a long way to preserving a positive reputation and keeping a business alive. Even if your actions are cautious, circumspect and limited in scope of impact, your reputation takes on a life of its own in the public mind.