What is

Reputation Management?

If you think online marketing and SEO are only about making your business grow, think again.

 

While it’s true that SEO can greatly help extend your business’s online reach by increasing your search engine ranking and making it easy for potential customers to find and connect with your business, it is not just about that. Online marketing is also about dealing with the negative image of your business and getting it right so that your target audience can see you for all the good things.

 

Wondering what we mean by the negative business image?

 

While you will do everything in your power to make your business grow, create an outstanding product, hire a great marketing company, and spend hours analyzing user behaviour and taking appropriate actions, there is one part that you might miss, that is preparing for negative feedback. As for where the negative business image comes from, there can be many sources, such as your unhappy customers writing bad reviews or your direct competitors spreading rumours to degrade your business.

 

No matter where the negative reviews are coming from, you MUST deal with them without wasting time if you really care about growing your business. Why? Because your potential customers see negative reviews and might be discouraged to buy from you and might even move to your competition if they see something they do not like. In fact, they might be willing to pay extra just to shop from a business having a good reputation in the market, which means, in the end, it may not even be about who has the best price for a product.

 

This is where reputation management comes in. Online reputation management is all about maintaining a positive reputation for your business among its target audience. That includes dealing with negative reviews and feedback in a timely and efficient manner (and that does not mean deleting reviews, but providing appropriate solutions as required). And this is how a good online reputation management agency can help your business, ensuring all-around growth while bringing and retaining more customers to your website.

Reputation Management

The Buying Process

The buying process is a very crucial phenomenon to understanding user behaviour during the journey to buying a product or service. Many marketers take this into account when creating their marketing strategies in order to target a customer at different stages of their buying journey and solve their problems in real time.

 

So, the shopping process involves multiple stages through which a consumer goes when buying a product or service. The common stages in a buying process include identifying the need, searching for the product/service, evaluating the options, selecting the right source, and purchasing. The behaviour of a consumer can be different at different stages of the shopping process, which might even affect their decision to buy.

 

When creating a marketing strategy, the goal is to focus primarily on the first three stages. First, you want to try to recognise the problem. Based on that, you want to cover the information part with the use of the right content. And, lastly, you want the customer to consider only your option as the best option through the use of the right marketing strategies, of which reputation management is a very crucial part.

 

Through marketing, we aim to make the customer curious about your product or service. However, that’s not enough. Even if a customer knows about your product and is genuinely interested in it, they might go to the internet and search for alternatives and may even choose a cheaper or another option that seems more viable to them. In other words, your marketing campaign ends up benefiting your competitors. How does this happen? Well, this happens because you were not focusing on all stages of the shopping process. While you prepared hard to understand customers’ problems and build the right product and get it out there through a marketing campaign, you might have missed a negative review out there about your business. But, your customer found it and changed their decision at the very last minute and moved on to the next business.

 

This is why reputation management is a big deal. A single negative review can destroy your months of work and send people away from your business.

Reputation Management
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For the past many years, we have been working alongside business owners, creators, and professionals around the globe to help grow their business value and reputation through meticulously curated marketing campaigns. We’ve built websites, apps and SEO campaigns to boost brand awareness and drive traffic that converts. However, we may not always be what you are looking for. To figure out whether we are the best fit for your particular marketing needs and goals, we have a detailed screening process to analyse a business and understand whether its goals assign to ours.



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Why Your Online Reputation Matters

Irrespective of whether or not your brand has any digital presence, there will always be people talking about you, your business, products and services online. They’ll be openly discussing your latest product on forums, commenting about your brand on social media, and leaving reviews about your products, services and customer support wherever they can. And there is not much you can do about it, besides hoping that these conversations and reviews are positive.

 

Online Reputation is a big deal, if it’s not everything, for today’s businesses. And what your customers are saying about you and your business on social media and through reviews is something that can seriously affect your online reputation, especially if it’s something negative.

 

In an ideal world, you would want your customers to only say good things about your business. But, unfortunately, we do not live in an ideal world, and people will say whatever they want to say based on how they feel after using your product or service.

 

As a human, it is natural for you to make mistakes. And your mistakes and imperfections can get online in no time. Depending on how famous your business is, even a minor mistake can turn into a PR nightmare and will eventually start impacting your business reputation. But, what you should really be worried about is a bad reputation influencing your customers and investors.

 

According to a 2016 survey, over 90% of customers check online reviews before buying from a new business or brand. Now, imagine if your reviews on Google and social media are really bad or there is a bad piece of news about your business on the first page of Google results, do you really think people, especially new customers, will still buy from you? I think not.

 

It only takes one mistake or one bad review by a disappointed customer to damage your business reputation beyond repair. On the other hand, a good reputation accompanied by positive reviews about your brand on Google, social media and listing sites can immensely help your business and revenue. This is why online reputation matters and this is why you should care what people think or talk about you.

Reputation Management
Why Do You Need Reputation Management?

Online reputation management or ORM refers to managing, adjusting and updating online information about your business, products and/or services as a way to influence public opinion of your business. In simple words, it refers to managing your business’s online reputation by creating a positive business image and dealing with negative things.

 

There are many aspects of online reputation management, with search engines being a very important part of it. What Google and other websites, including social media, say about your business can have a great impact on how people perceive you.

 

Now, Google is generally the first place a customer goes to when searching for information about a product or service that they are interested in. So, it’s crucial to manage what Google has to say about your business. Now, it isn’t always in your control what your customers see when they search for your product or business name on Google, but still, there is a lot you can manage when it comes to your business image on Google. Reviews are one such thing. Now, Google has a way of showing both negative and positive reviews of a business. This is their idea of giving a user the complete picture to enable better decision-making. So, even if your business has hundreds of positive reviews on Google, even a single negative review can play its part in discouraging prospects to buy from you.

 

What Google is showing about your business is critical. You must know and be willing to do something about it. If there are bad reviews, you must know why and what can be done about it. Even if there is no information about your business or product on Google, it can be an equally bad thing. Why? Because this means potential customers have no way of knowing about your business or work.



People Are Talking About You (& Your Business)

Gone are the days when people had limited options to let out their frustration about a business. Nowadays, there are hundreds of ways for people to talk about a business or service or product they recently used, whether it’s a good thing or a bad one. There is Google where people can share reviews, then there is social media where people can directly target specific brands, and there are forums where consumers can explicitly talk about their experiences with a brand. Basically, now, your customers and competitors have numerous ways to destroy your business name if they want to.

 

And if you think nobody cares if one or two of your customers/competitors are telling bad things about your business, you’re wrong.

 

Today, every person online has access to millions of people through social media. Just one bad review about your business on social media or on a popular review site can reach millions of potential customers in no time. What do you think a potential customer will do or think when they come across such a review when planning to buy from you? It might change their view or might at least make them review their decision.

 

And if you think people do not believe everything they read online, you’re wrong again. Even if they do not 100% believe a negative review about you, they will certainly think again before buying from you or at the very least it can affect how they perceive your business.

Reputation Management
Horror Stories Of

Bad Reputation Happening To Good People

You can wake up one morning to find you have a horrible online reputation through no fault of your own. A drunk driver or sex offender with your exact same name can suddenly appear in the news. Or a political posting on Facebook you thought was private is suddenly spreading online … and alienating half your customers.

Your business could have hundreds of positive reviews online, but it only takes one or two negative comments to sabotage years of hard work.

 

 

Here are just a few of the horror stories we’ve seen …

 

 

A landscape architect, active and popular in his local community, receives a 1-star review and lengthy complaint from an unhappy customer on Yelp. She wants a refund. He politely refuses. She adds more detail to her negative review. It starts to appear on page one of Google. The landscape architect finally offers a refund in a desperate bid to repair his reputation. Guess what? The customer no longer returns his calls. The horrible review of his business stays online, where it remains to this day. He estimates the damage to his business at more than $150,000 in lost sales. And if he could go back in time, he’d willingly write a check for that amount to keep it from happening.

 

 

A carpet cleaner is doing well in his east coast city. Until a review from an unhappy customer appears on Google Plus, complaining about “bait and switch” pricing and rude treatment by employees. The business owner offers to reclean the room, then the whole house, then a refund … but the customer refuses to remove the negative reviews. Instead, he adds even more. Damage to his business is estimated at more than $30,000 – and growing.

 

A local deli has a fine reputation, until a random disgruntled reviewer (who’s never eaten there before!) goes online and starts posting negative comments on Yelp and other sites. Those false reviews are now appearing on page one of search results. The damage could easily top $50,000.

 

And those horror stories don’t even take into account the people with a grudge against you personally. An ex-spouse, terminated employee, or angry neighbor can go after you for any reason – or no reason.

 

Bottom line: Anyone determined to damage your business online can tear down years of your hard work in a matter of days.

 

But there is hope. You can recover.

 

And we’ve found it effective to play both “defense” and “offense” to win this game. That’s because effective online reputation management has two sides: repair and protection.

 

First, here’s an example of Reputation “Repair”
This story from our client files shows that it is possible to recover from horrible damage to your reputation online.

 

A real estate professional had a hugely successful business. He ranked in the top 10 in America for home sales.

 

But due to a power struggle in his agency, negative stories came out in the press. The state licensing board got involved. They issued a restraining order that prevented him from selling any real estate for 60 days. No wrong doing was found, so they reinstated his license.

 

But by then it was too late.

 

Numerous real estate sales bloggers had picked up the story and run with it. About 65% of all search results for his name on the first 3 pages in Google were negative. His sales plunged.

 

So he came to us for help.

 

We created and promoted positive content about him online. We did NOT “push down” negative reviews of him in search — that would be unethical and could lead to a Google penalty. Instead, we simply spread the word online about good things he had done.

 

Within 9 months, every negative review but one had disappeared from the first three pages of search results. His reputation was restored, he has now built a very successful business again.

Why Should You Care?

How does it work?

Normally, you wouldn’t care about one or two negative reviews, especially if you have hundreds of positive reviews on Google, social media and other places across the internet. But, you should care to know how or whether these reviews are affecting your business reputation. And most importantly, you want to immediately deal with reviews that are fake or outright lies spread by your competitors in a bid to spoil your business reputation.

 

As we mentioned before, even a single negative review can cause serious damage to your business, depending on where it has been posted and what impact it is creating. An online marketing company can help you identify and deal with negative reviews about your business. The best way to go about it is to try and discredit all fake reviews from all over the internet. As for genuine negative reviews from real customers, we deal with them by individually analysing every feedback, reviewing the best possible solution and providing all the support we can to particular customers.

Reputation Management

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Who Is Reputation Management For?

Basically, every business that has any kind of online presence, a website, a social media account or even just a Google Business page might need reputation management.

 

Online reputation is all about your business reputation in the digital space. And if the reputation or credibility of your online business is being threatened by negative feedback, whether genuine or fake, you need reputation management. Why?

 

Almost all of your customers research online before buying a new product or service, and if they happen to come across a bad review about your business, they will never buy from you, and the saddest thing is that you will never know why you are losing business. That means the online reputation of your business is everything you should care about when looking to grow your business in the digital space.

Reputation Management
Reputation Management
Not Convinced Yet? Some Examples of How Bad Reputation Can Affect Your Business

It can be difficult to imagine or understand if this hasn’t happened to you. But, the cases of negative reviews destroying good people and businesses are very real and happening all around us. Here are a couple of hypothetical examples to give you an idea …

 

Scenario 1: You had to terminate a worker because of a serious case of workplace misconduct or some other behavioural issue. Now that worker goes online and posts a review about your business on Google, Yelp and other platforms. It doesn’t matter whether the review is fake or not or if he’s lying. All that matters is anyone who reads the review will start having doubts about your business and services and may avoid engaging with you in the future, which is a direct loss to your business and profits.

 

Scenario 2: You delivered services to a customer, who, however, was not very happy with the service provided and published a review on Google saying bad things about how your prices are very high and employees are very rude, and so on. You offer to redo the service and even offer a full refund, but the customer is too stubborn to compromise. He eventually posts a couple of more negative reviews about your business, further adding to the damage.

 

While there is not much you can do about a genuine review posted by an unhappy customer, other than offering to rectify the mistake and politely asking them to drop the review. However, it is possible to recover from the damage done by fake reviews posted by the people who hold a grudge against you. This may be a jealous competitor, a terminated employee, or an ex-spouse. You can identify and deal with these reviews with the help of a professional Reputation Management company.

Some Other Benefits of Reputation Management For You And Your Business

 

A great reputation online can boost the growth of your business, attracting more customers and retaining your existing customers, which means higher revenue and profits for you.

 

Other notable advantages of reputation management are as follows:

 

At the same time, you can retain more of your existing customers by showing them that you care about their feedback and are willing to take appropriate actions to resolve their concerns.

 

How Can We (A Professional Agency) Help?

 

A professional Reputation Management company can help repair and protect your online business reputation through the use of proven reputation-building strategies.

 

We will first assess the damage and will then craft a customised plan to carefully repair your business reputation without causing any further damage. A major part of the plan will involve creating and promoting high-quality, positive content about the business in order to strategically discredit bad reviews from Google and other places.

 

We will avoid trying to delete or push down negative reviews from Google, as it may be treated as an unethical practice by Google and could lead to a penalty. Instead, we will simply focus on increasing your business reputation through organic SEO and online promotion using positive content, telling people about your products, what makes them good and why people should buy from you. The process may take some time (expect to see the difference in a couple of months), but the results you get will be steady and long-term.

 

Besides trying to repair your business image, we also focus on something we call “Reputation Protection,” which involves monitoring the internet and certain websites, Google and social media for your business, name and/or specific brand keywords to find any negative mentions about you. The tracking happens in real-time so that we can immediately identify and deal with any negative mentions of your business anywhere online. Upon finding a negative review, we take quick action to fix the problem fast.

 

To deal with a negative review, we create new content about your business, publish it on a top website and extensively promote it using 100% ethical and Google-recommended SEO practices to get the content to the top of search results in order to strategically discredit the bad review.

Reputation Management

What Is Reputation Score And Why Should You Care About It?

 

Your Reputation Score is the online rating of your business in terms of your market reputation and image. The score is a measure of how your business is perceived by your customers and everyone online. It is calculated using 9 factors such as your star ratings, review volume, review length, search impressions, etc. It is measured on a scale of 0 to 1,000.

 

Reviews and feedback have nowadays become a crucial part of the buying journey and can greatly influence the buyer’s decision to buy or not from a particular brand. Your reputation score is the simplest and arguably the best indicator of your overall business health, quality and value, which is why it has a direct impact on how potential customers perceive your business when looking to purchase a product or service that you offer.

 

Moreover, the profits and growth of your business also happen to be directly related to your business reputation, so the better image you have in the market, the more profits you’re likely to make.

 

In this guide, we will in detail study the various strategies a business can and should use to effectively manage its online reputation. Note that not every strategy will work for every business, and you might have to try multiple tactics to be able to find out the most effective way to manage your company’s reputation online. As you’ll notice, most of these strategies are focused on online reviews, ratings and customer feedback, which happen to be a major driving force in the buying decisions of today’s consumers.

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Best Reputation Management Strategies & Methods

Reputation Management is a sensitive subject, mainly because it involves dealing with user-generated content such as reviews. You cannot (or should not) simply delete a user review that you didn’t like, as it may leave a really bad impression on Google and it may even penalize you. Instead, we follow Google-recommended guidelines and methods to deal with negative feedback and strategically improve your online reputation.

 

Step 1. Monitoring Your Online Reputation

 

Before you can start dealing with the damage, you should have a clear idea of how significant the damage is. For this, you need a way to effectively monitor your business reputation across the internet.

 

Wondering where and how to monitor your online reputation?

 

Think of every possible place where your customers might be talking about you and/or writing feedback and reviews about your products, services and business in general. The most frequent options that come to mind are – social media, Google, online forums (Reddit, Quora, etc.), blogs (comments), YouTube, News sites, and review sites.

 

For the most effective and timely management of reviews, one should have an effective media monitoring strategy in place. Basically, you want to monitor all conversations and feedback around your brand across all leading social media, forums and news platforms. Do not wait for a crisis to happen before you start monitoring your online reputation. Do it NOW!

 

Step 2: Monitoring, Management & Collection of Online Reviews

 

Review monitoring refers to keeping an eye out for any new reviews and feedback about your business so that you can respond to them without wasting too much time.

 

One way to track reviews and mentions of your brand is to set up Google Alerts for your brand name and related keywords. Then, you can choose to receive an email update every time someone mentions you or only specific emails by location and other filters.

 

However, it may be challenging to track all your reviews and mentions at all times, especially if you are a big brand having multiple offices.

 

Make sure to have dedicated team members handling and tracking your online business reviews. If you are using response templates, make sure that they have been personally reviewed and approved by you and are being used in an appropriate manner and not too extensively.

 

Whenever there is a new review about your brand, take the time to read and analyze it carefully and provide the best possible response in a timely manner. Always take a positive approach when responding to a review, even if it’s an inaccurate review shared by a fake customer. You can do it yourself or outsource an experienced review management professional for better results.

 

Step 3: Responding to Online Reviews

 

Reviews are everywhere. As mentioned before, we use advanced methods & tools to track customer reviews in real-time based on specific keywords, brand names, etc.

 

Some of the common places to find your business reviews are Google, social media (Twitter, Facebook, etc.), Yelp and other business listing sites, Quora, online forums, and directories.

 

What should you do once you find a negative review about your business?

 

The last thing you should do is try to forcibly delete or remove the review. Even if it’s possible to delete the review, you shouldn’t do it, as you may create a negative business image or further harm your reputation.

 

What you should do, instead, is respond to the review in the best, friendliest manner possible.

 

Let me tell you a secret: A bad review doesn’t necessarily mean that the person (who wrote it) actually hates your business. They just might be disappointed in your service or have had a bad experience with your product or want their feedback to be heard.

 

So, the best way to deal with a negative review is to respond to it and answer it positively. For example, if a customer is saying bad things about your product, you just ask them to share more details about their experience or the particular order to enquire what exactly went wrong and how you can rectify it. Tell them that you appreciate their feedback and will use it to improve your product/service to ensure a better customer experience in the future.

 

Make sure to always respond to each and every review about your business. If it’s positive feedback, say thanks. If it’s a negative one, respond in the best way possible, showing your customers that you care.

 

It is also important to respond to reviews in a timely manner, i.e. do not wait too long to respond to a review, especially if the customer is asking a question that requires an immediate response. According to a survey, faster response to reviews can yield better results for the brand and may increase the chances of a customer returning to the business.

 

When responding to reviews on social media, try to take the conversation in private messaging or offline (on call or email) to prevent further public escalation of the issue. Politely ask the customer to share their order id and details via email or private message.

 

Step 4: Using SEO for Online Reputation Management

 

Search Engine Optimization is the practice of performing a series of tasks to boost search engine rankings of your website for your target keywords. Besides boosting your search engine visibility, SEO can also help optimize your online image and improve your reputation.

 

So, the basic function of SEO is to boost the search engine rankings of a web page or site. In the case of reputation management, it can prove to be helpful by allowing businesses to get their high-quality, positive content to rank on top of the first page of Google to slowly but surely discredit any negative content. Here’s how you can use content SEO to restore your business reputation online.

4.1. Generating Positive Content (& Reviews)

 

For every negative review out there about your business, you should be getting at least 10 positive reviews, if you even care about levelling the playing field.

 

Managing your online reputation is not just about dealing with bad reviews, you must also be able to constantly generate positive content and reviews. This shows potential customers that a major portion of your customer base is happy with your services, even if some are not. It also shows that people are actually buying from you, using and liking your services and that you are regularly engaging with them through replies and comments.

 

Generating reviews does not mean that you should be writing and publishing reviews by yourself. That’s not how it works.

 

Reviews are user-generated content, and that’s how they should always be. What you should do is encourage your customers to write reviews and share their feedback after they’ve tried one of your products and/or services. This is a great way to generate all-natural positive feedback for your business.

 

There are many ways to ask for reviews from a customer. You can ask directly when selling a product or service to a customer or send them a link via SMS/Whatsapp/email to share their feedback on a recent purchase or send a review request card with every order asking them to rate you on Google or Play Store and so on. You can try any or all of these methods and more to find out whatever works best for you.

 

Alternatively, you can use reputation management software that also provides the service to send automatic review requests for every order. To make it easier for your customers to share feedback, you can provide them with the option to share it on social media, Twitter and many other places, whichever they find convenient. It also allows them to share reviews as and when it’s convenient for them rather than having to do it immediately after buying a product/service.

 

You should know that asking for reviews is a skill and how many of your requests actually convert will depend on how well you persuade your customers to share their feedback. Or you can hire an experienced Reputation Management agency to help you get more reviews for your business.

 

Also, for every negative review or post that appears on Google about your business, we will write and publish fresh, high-quality content and promote it to get it on top of the SERP to strategically discredit the bad review.

 

Other than reviews, you can use different types of content, including articles, blog posts, press releases, forum discussions, and social media content to gradually improve your business reputation. Create and publish positive content about your business, customer feedback, testimonials, how-to guides, product benefits, features, comparisons (with similar products in the market), and so on. Use SEO to get your content to rank high in search engine results to beat any negative feedback.

 

4.2. Set Up & Update Your Local Listings (Business Directory Pages)

 

Managing online reviews is just one part of business reputation management. There are other things you can do to uplift your overall brand image online. Claiming your local listings and keeping them up to date is a good place to start.

 

Online listing refers to listing the information of your business on a listing platform or business directory to make it easier for potential and existing customers to find you and connect with your company. Many online listing sites now also offer the option for customers to share feedback and views about businesses, products and/or services they’re using. This gives your company another platform to gather reviews about your business and see what people are saying about you.

 

Google Business Profile is one of the most popular platforms to list your business. This is how you can make your company page appear on Google whenever someone searches for your brand name or specific products/services you sell.

 

Make sure to keep your business listing as detailed as possible, including information about what you do, products and services, contact details, website, phone number, email id, and more. Allow customers to write reviews if there is an option.

 

4.3. Building Quality Links to Build A Strong Business Image

 

Link building is an SEO strategy that involves creating high-quality, relevant backlinks from authority websites to your website in the same niche. Links act like votes when it comes to telling Google how relevant and quality a website is for its target keywords. It is widely believed that link building can help increase your organic rankings in search engine results.

 

When looking for reputation management, you can use link building to increase your appearance on Google, i.e. quality link building can get your website pages to rank higher in the SERP for relevant keywords. For one, it will help establish you as an authority in your particular niche, as your link will show on the top page of Google whenever someone searches for your products or services. As more and more of your website pages appear on the first page of Google, any bad articles will automatically get lost behind or drop in rankings. SEO can help you do that.

 

When building links, however, you should be careful to focus on quality and relevancy as bad links (irrelevant, low-quality) can do more damage than good and could even result in a Google penalty, which would have much more drastic impacts on your business than a bad reputation can have.

 

4.4. Audit & Optimize Your Website

 

Your website is the only representation of your business. Make sure that it’s great and impressive. Routinely audit your website to identify and remove bugs.

 

Your website is generally the first link that will appear in search results whenever someone searches for your specific brand or product/service on Google. They will click on the link to visit your website to find out more about your services. It is your responsibility as a business to make sure that your website looks professional in every aspect and is easy to navigate through. The content should be top-notch, relevant and useful. Avoid cluttering your website with too much unnecessary detail. Always include your contact information. Add social links and Call to Action on every page.

 

It’s also important that the message is consistent throughout the website, i.e. readers should be able to get a clear idea of what you do by reading your website content.

 

Make sure that your website is well-optimized for SEO, including fresh and up-to-date content, proper interlinking, good quality backlinks, simple but professional layout, easy navigation, fast speed, quality images, and optimized metadata. Here are a few other things to keep in mind when auditing your website to ensure a great impression on visitors:

 

 

By maintaining a great business website, you will help build a high level of trust in your customers, which is crucial for managing and growing your online reputation. An optimized website can also enable you to appear more often in search results, thereby leaving limited opportunities for bad feedback to affect your reputation.

 

Step 5: Dispute Fake Reviews

 

Another way to discredit inaccurate reviews shared by fake customers, jealous competitors or a terminated employee is to use the option to report or flag the inappropriate review.

 

Most review sites and platforms, including Google, Yelp, Facebook and others offer a reporting option to allow businesses to report reviews that seem to have been shared by fake people or are factually inaccurate. Make sure to use this option as and when possible to report such inaccurate reviews about your business.

 

Avoid directly deleting the review even if you have the option. Instead, you can flag it to let Google know that it was shared by a fake person or your competitor trying to discredit your business reputation.

 

However, if it’s just a negative review shared by an actual customer who has purchased services/products from you, we strongly recommend trying to resolve the customer issue yourself and responding to the feedback in a timely manner.

 

When responding to a negative review, make sure to include all the details and also mention the efforts you are making or improvements you have made to resolve the customer’s concern.

 

Once you manage to solve the customer’s concern, politely ask them to drop their negative feedback or update it to let others know that their concern has been resolved.

 

Step 6: Social Media Management

 

Make sure to use social networking platforms for expanding the reach and popularity of your business. Millions of people are active on social media sites like Twitter, Instagram, Facebook, and more and they may be talking about your business.

 

By setting up your social listening, you can engage with your existing and potential customers, listen to their views and feedback and provide timely solutions to them.

 

To get started, create your official business accounts/profiles on all top social channels and encourage your customers to join, follow and share reviews. Make sure to respond to each review, engage with your customers, solve their queries and show them that you care.

 

Use a social listening tool like Hootsuite or Talkwalker to set up alerts so that you know every time someone mentions your brand or name on social media. Then, you can take immediate action to provide a proper response, if needed.

 

If you are feeling overwhelmed already, consider outsourcing the management of your online business, reviews and reputation to a professional online marketing agency.

 

Step 7: Take Control of Your Business Information

 

Rather than waiting for a bad review to disappear by itself, take immediate action to minimize the damage.

 

Start by getting better control over the information about your business available across various online resources. From Google Business to review sites, social media, blogs, business directories and forums, know about every online platform where your business has a profile or listing or sparking a discussion. If there is a negative review being published somewhere about your business, you should be one of the first to know about it.

 

Your potential customers will most likely scout the internet searching for reviews from your existing customers when looking to buy a product or service from you. It is your job to make sure that whatever they read is only positive things about you and your brand. This doesn’t necessarily mean that you should find out and delete all negative comments/reviews about your business. But, you can still make sure that most of the information available online about your company is positive, including good reviews from your happy customers.

 

While you address negative reviews, get your existing loyal customers to post positive reviews about you at all places that your prospective customers frequently visit.

 

Routinely review and update all online information about your company, on your social media profiles, directory listings, website, blog and other places. Keep your contact information up to date and easily accessible. Give your customers multiple ways to reach you, via email, phone, social media, website, and more. Allow comments on your business content and blogs to encourage engagement.

 

Post updates regularly on your social channels and the company blog to keep your readers and followers engaged. Be proactive about responding to customers’ questions and handling complaints. Do not take too long to respond or resolve a concern. Reply to all reviews on all channels. Be respectful and polite when replying to negative reviews. Thank your customers for the positive feedback.

 

Step 8: Maintain Healthy Communication With Your Customers

 

Besides offering sufficient channels for your customers to connect with the business, it is also crucial to maintain healthy communication between your company and its customers. A lack of communication can easily result in a misunderstanding, which can in no time turn into irreparable damage.

 

You need to be in control of market sentiment about your brand by encouraging positive communication between your business and your customers. In other words, if there is something your customers should know, you should be the first to tell them about it. Use your social channels and blog creatively to share the latest updates and news with your followers. Even if it’s bad news, your customers will be assured that you are in control and doing everything in your power to resolve the issue.

 

However, if your customers end up hearing something bad about your business from a third party, they might lose trust in your ability to maintain transparent communication or might even consider you dishonest.

 

Try and invite feedback from your customers for every major change the company is going through. Building a new product or website? Ask customers for their opinions. Conduct surveys, thank customers for their feedback, and let them know that you value their opinions and that you will be taking appropriate actions based on the feedback received.

 

Step 9: Appreciate Your Employees

 

One of the major sources of negative feedback for businesses is a discredited or unhappy employee. People do not care who the feedback is coming from, they will simply know that someone somewhere is unhappy with your company or services and will react accordingly.

 

So, start damage control from your own company. Establish a positive work environment with an open communication channel with all your workers. Appreciate your employees from time to time by rewarding them for their efforts and contribution to the company. Invite employee feedback and opinions on important business matters, especially when they have a direct impact on the workers.

 

Avoid disrespecting employees in public or scolding them often. Even if you are going to terminate a worker, do it respectfully and offer complete benefits as deserved. If publicly disrespected or scolded, an employee might never be able to give their 100% to the company even when they continue to work for you. And their frustration might even pour out when interacting with your customers on social media, resulting in a bigger disaster than you could have imagined.

 

Keeping your employees happy is a nice way to increase customer satisfaction.

Step 10: ROI of Reputation Management

 

Lastly, you’ll need a way to effectively manage the performance of your reputation management campaign.

 

No matter how many great strategies you are using to track and manage your online reputation, without a way to measure the ROI, it may all be for nothing.

 

Measuring your reputation management ROI (return on investment) will allow you to gain actionable insights into the performance of your marketing strategy and know which parts need to be improved, removed or added.

 

There are multiple ways to track the performance and ROI of your marketing campaign. The most obvious one is a notable shift in your star rating, which is the rating given by your customers on your Google business listing and other review websites. If your campaign is working, then your ratings should also improve with time.

 

Other than that, your social mentions should also start showing some improvements as a result of your Reputation Management campaign. Your brand’s engagement and reputation on social media should visibly improve. In addition, your social media mentions and comments can give you useful insights into which strategies are working best for your campaign and where you can make improvements to boost engagement and attract more loyal customers to improve your business reputation.

 

Another ROI metric to consider when tracking your Reputation Management is the NPS score, which refers to the Net Promoter Score or the number of customers who would refer your business, products or services to others. NPS score is a good way to determine the loyalty of your business customers.

 

And finally, you can check the search engine results page for your brand name or keywords to see whether or not the negative reviews that were appearing before are still there. If they’re gone, it means your strategy is most likely working well. If not, you may need to make changes to your Reputation Management Strategy.

 

Reputation Management
Reputation Management
Conclusion: Managing & Growing Your Online Reputation

 

 

Online Reputation Management is not simply about deleting or disavowing negative reviews from the internet or trying to discredit genuine feedback from unhappy customers. It’s about creating a sense of transparency, accuracy and fairness by properly responding to every single feedback of your business, good and bad, and letting your customers know that you are taking necessary actions to avoid such bad experiences in the future. It’s about creating a transparent and trustworthy system based on honesty and open communication.

 

When trying to manage your business reputation online, we try to find what bad things people are saying about your brand through real-time research and tracking of social media and the internet and come up with the best way to fix the problem to restore your brand image.

 

Trying to bury negative reviews isn’t always the best solution when it comes to reputation management. Instead, we carefully go through each review to understand the problem and provide a timely solution. Meanwhile, we make sure to respond to every review of your customers to show them that you really care about them and value their feedback.

 

Not all negative feedback needs to be dealt with the same way. For example, if a fake person pretending to be a dissatisfied customer is saying bad things about your business by sharing inaccurate reviews, we try to report or flag such reviews and discredit them through official channels. However, the best way to deal with genuine negative feedback from real customers is to read, analyze and respond promptly and take appropriate action to resolve their concerns. Once done, you can politely ask them to remove/delete the review if possible.

 

Need help? Hire a professional Reputation Management Services provider.

Reputation Management

Reputation management

  • What is reputation management?
  • What is online reputation management?
  • How to do online reputation management?
  • How much does reputation management cost?
  • Why is online reputation management important?
  • How much does online reputation management cost?
  • Why is reputation management important?
  • Do reputation management services work?
  • How to improve online reputation management?
  • How to improve reputation management?
  • What does Warren Buffet say about reputation management?
  • Do online reputation management services work?
  • How does online reputation management work?
  • How does reputation management work?
  • How online reputation management works?
  • How reputation management works?
  • How to do reputation management?
  • How to reputation management?
  • How to start a reputation management company?
  • What are reputation management services?
  • What are the benefits of doing online reputation management?
  • What is a reputation management policy?
  • What is brand reputation management?
  • What is business reputation management?
  • What is corporate reputation management?
  • What is online reputation management in digital marketing?
  • What is reputation management in public relations?
  • What is reputation management in SEO?
  • What is reputation management in social media?
  • What is reputation management services?
  • What is reputation management software?
  • What is reputation risk management?
  • What is search engine reputation management?
  • What is social media reputation management?
  • What is the best online reputation management company?
  • Why is it important to have a reputation management policy?
  • Why online reputation management?
  • Why reputation management is important
  • Why you need online reputation management
  • Do it yourself online reputation management
  • Do-it-yourself reputation management
  • How do reputation management services work?
  • How much is online reputation management?
  • How much to charge for reputation management?
  • How to do online reputation management yourself?
  • How to manage online reputation management?
  • How to sell reputation management?
  • How to start an online reputation management business?
  • Is online reputation management important?
  • What does online reputation management include?
  • What is an example of online reputation management?
  • What is online reputation management in SEO?
  • What is online reputation management ORM?
  • What is online reputation management services?
  • What is personal reputation management?
  • Why reputation management?
  • Does reputation management work?
  • How big is the online reputation management industry?
  • How to write a reputation management proposal?
  • What is digital reputation management?
  • What is reputation management copy work?
  • Why should a business have a reputation management policy?

What is reputation management?

Reputation management, as the term suggests, refers to managing, controlling, improving and/or protecting the reputation of a business or an individual. In other words, reputation management involves the practice of influencing or changing how people (generally target customers) think of a brand or person as someone they might want to interact with or transact with. It also involves actively monitoring and dealing with any negative feedback or reputation threats about the business. Online Reputation is a big deal for today’s businesses, as your business reputation can have a great impact on whether or not a potential customer buys from you.

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What is online reputation management?

Online Reputation Management (ORM) is an online marketing term that involves actively monitoring the internet for any mentions, positive and negative, of a particular brand or person so that any negative feedback can be dealt with in a timely manner. This is a method of controlling and managing the online reputation of a company or person and involves real-time monitoring of the online reputation of the business for quick management of any crisis and recovery of a bad reputation. Bad reputation examples include a customer sharing a bad review or feedback on Google or social media about the business.

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How to do online reputation management?

ORM is performed by professional online marketing companies that will scout the internet for any mentions of the person or brand. They will quickly respond to all reviews about the business, especially negative reviews, which must be handled carefully and promptly. Some of the standard steps in the online reputation management process include performing a brand audit, monitoring the internet for brand mentions, responding to negative reviews, optimizing the online presence of the business, leveraging public relations, promoting positive content about the company, and encouraging customers to share reviews and feedback about their experience with the brand products and/or services.

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How much does reputation management cost?

The cost of online reputation management will depend on a number of things, including the size and type of your business, the number of locations you have (as separate reputation management will be needed for separate locations), the type and extent of damage to the reputation, and the ORM service provider, among other factors. On average, ORM services of a top online marketing company can cost you anywhere between $2000 to $10,000 per month, depending on the factors mentioned above. Make sure to consider your particular requirements and compare different options and services before hiring an online reputation management company.

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Why is online reputation management important?

More than 80% of all consumers read online reviews before purchasing a product or service from a new brand. If there are a lot of bad reviews about your business online, not many consumers would want to buy from you. Good reputation, on the other hand, helps consumers with their decisions to buy from a brand that others trust and recommend. Online reputation management helps create a positive reputation for your brand and business online by providing timely responses to negative feedback and promoting positive content about the brand to increase customer confidence. Positive reviews can help you get more customers and sales.

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How much does online reputation management cost?

The cost of online reputation management can vary from business to business. While small and mid-sized companies typically spend $7000 to $10000 per year on reputation management, big brands and enterprises spend that much in a month or so. A big business with many locations will generally have thousands of customers and might need to do a lot of reputation building to keep customers coming and to turn negative feedback into positive content. This is why they spend considerably on reputation management based on the size and type of their business. Contact an online marketing company to know more about the cost of ORM.

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Why is reputation management important?

Reputation management is all about maintaining a positive reputation of a brand by responding to negative feedback in a timely manner and encouraging feedback from happy customers of the company. A positive reputation can help a business gain more trust among customers and in the market, which in turn helps you get more customers. Your existing customers will stay loyal to you and spread positive word of mouth about your brand, which will help you get more new customers. Moreover, positive reviews about your company can help turn more leads into customers, as many consumers read online reviews before buying anything.

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Do reputation management services work?

Reputation management services are provided by professional agencies that can help monitor and control what people are saying about your business and create positive content to promote your business reputation online. Reputation management is the best way to organically improve your business image, as these services will meticulously deal with any negative feedback about your business, responding in a timely and proper manner and using positive content to beat the negative feedback. SEO can also help increase your search engine ranking and online presence so that people can see good things about your business and know why they should buy from you.

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How to improve online reputation management?

The process of online reputation management starts with actively monitoring your online reputation and presence. Every time someone mentions your brand name or shares a review about your business, you should know about it and be ready to respond in the best possible way. The second step is to create and implement a strong online review strategy, which involves dealing with negative reviews and encouraging positive reviews from happy customers. Other than that, you can work with top influencers in your industry to spread positive messages/content about your business, take appropriate actions on customers’ complaints, improve your services and deliver on your promises.

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How to improve reputation management?

There are many great ways to organically improve your online business presence and reputation. Here are some: actively audit your reviews to see what people are saying about you, respond to every review honestly and in a timely manner, build and use an online reputation management strategy, encourage your loyal customers to leave a review about your services, track social media activity around your brand, respond to user comments on your social channels, build great quality positive content and use it to dominate the first page of search results for your target keywords, develop and use a Public Relations (PR) strategy, and genuinely listen to your customers show that you care about them.

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What does Warren Buffet say about reputation management?

Warren Buffet famously said, “When a management with a reputation for brilliance tackles a business with a reputation for bad economics, it is the reputation of the business that remains intact.” It signifies that no matter how good the management or the marketing team is, even they cannot improve the reputation of a bad company. In other words, reputation management’s first step is building a great business. This starts with listening to your customers and resolving their issues and concerns in an appropriate way. This is why monitoring and management of customer feedback is a crucial part of any reputation management strategy.

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Do online reputation management services work?

It depends on which company or team you’re hiring for online reputation management. Not all marketing companies have good experience and skills in reputation management, which is why you need to do some research and spend time scouting the internet to find a reputable and experienced online reputation management services provider. To answer your question, yes, ORM services work given that the services are being provided by a capable team in the most honest and appropriate manner. Also, know that no company can guarantee 100% success or results in ORM and the business should also be ready to improve its services and quality based on the customers’ needs.

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How does online reputation management work?

Online reputation management has two main aspects: dealing with negative comments or a bad reputation and creating a good reputation for the business/person. It primarily involves dealing with a negative reputation, which includes responding to negative reviews and feedback of customers in an appropriate and timely manner and making appropriate changes in the business to solve the real problems. Secondly, we track all social media channels of the business and react to user comments as required. It also includes monitoring the internet for negative stories about the brand and properly responding to it either through direct commenting or by releasing a public statement.

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How does reputation management work?

A reputation management company will do many things, build a sound strategy to deal with a bad reputation and re-build a stronger image of your business. They will monitor and respond to any negative comments, feedback and stories about the business to try to minimize their impacts. Besides that, the team will help build your online reputation by creating and publishing high-quality content about the business and getting it ranked on the first page of Google. They will also encourage your satisfied customers to post reviews about your good services, ethics, products and staff in order to uplift your business image.

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How online reputation management works?

ORM is mainly about managing and improving the online reputation of a business or person. It works by making sure that your business is being presented in a good way to potential customers and is considered a trusted source for whatever services or products you sell. That said, the scope of online reputation is pretty vast and may include many things, such as influencer management, paid media, public relations, partnerships & community building, social media management, content creation & marketing, authority building, and incentivizing loyal customers for trusting the business. Review management, i.e. responding to negative reviews and encouraging positive feedback is also a crucial ORM technique.

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How reputation management works?

Reputation management starts with creating a good reputation management strategy based on the individual needs and situation of a business. Each business has a reputation in the market, whether good or bad, based on which the company faces different challenges. A reputation management strategy must take into consideration all these factors. It will involve creating fresh, high-quality content, web pages, blog posts and landing pages, promoting the positive things about the business, using search engine optimization to get these pages to rank high in the search results for target keywords, and a comprehensive branding on social media, forums and other parts of the internet.

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How to do reputation management?

Here are a few things one can do when looking to manage or build the reputation of a business: Monitor the web for information about the business, respond to negative reviews, correct wrong information about the business on online directories and social media, ask for reviews from happy customers, set a Google alert for brand name and main keywords, earn positive press through public relations, create and use content to beat bad reputation, optimize the business profiles on social media and other platforms, and engage with the audience, listen to their feedback and provide timely responses as and when needed.

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How to reputation management?

Reputation management is not something you can do just once and forget, but it’s an ongoing process just like SEO. And contrary to what many experts believe, reputation management is not limited to only finding and managing false information, but it’s also about monitoring and reacting to bad reviews, negative stories or false lies spread about competitors. At the same time, your reputation management company should be working on building a positive brand reputation by creating and posting high-quality content, using SEO to rank higher in search results and encouraging your customers to write positive reviews and feedback about you.

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How to start a reputation management company?

Reputation management isn’t easy. Not everyone can do it. That said, if you are planning to start a reputation management company, make sure that you have what it takes to manage the reputation of a business or a person. To start with, you’ll need to have a lot of knowledge, skills and preferably some experience in reputation management. Or, you can hire a team of experts with experience and knowledge of reputation management. You need to have a sound marketing plan to show potential customers why you are a reliable and credible reputation management agency. You can start a company by creating a website.

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What are reputation management services?

Reputation management services are provided by a professional company having years of experience and technical knowledge and skills to help businesses maintain a strong reputation through a creative strategy. Reputation management services are integral for the success of a business, especially when the business has been in a negative spotlight for some time. It can help repair your damaged reputation by responding to negative reviews and suggesting ways to increase customer satisfaction. At the same time, reputation management services will help build and/or improve the online presence and reputation of your company by using content and getting more positive reviews for your business.

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What are the benefits of doing online reputation management?

Online reputation management (ORM) can help ensure your company gets positive feedback online and potential customers get to see good things about your company and business whenever they search you online. It is done by identifying and reacting to negative reviews in the most appropriate and timely manner and also by encouraging positive feedback from happy customers of the business. The ORM also intends to make all your brand communication with customers sincere and to-the-point, which will look appealing to customers and might encourage them to buy more from you. It’s the best value-for-money marketing.

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What is a reputation management policy?

Reputation management or rep management is all about managing or influencing how the general public, including your customers, perceive you and your business in terms of someone they might transaction with. It aims to re-shape the public view of your business and create a positive brand image by generating and managing online information about your business. For instance, reputation management can involve influencing what someone sees when they search for you or your brand on Google or on social media. The focus is on boosting positive content and reviews about a brand to make it a popular and trusted choice among customers.

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What is brand reputation management?

Brand reputation management is the process of actively monitoring the online image and reputation of a brand and how consumers perceive the business to take strategic and timely action to deal with any negative branding to fix the problem and maintain and improve the brand image. Nowadays, online brand reputation management is primarily focused on managing reviews and social discussions of a brand by its consumers, including reviews on Google and other review sites. Because more than 80% of all consumers read reviews online, it is imperative for businesses to care about what their customers are saying in their reviews and comments.

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What is business reputation management?

As the term suggests, business reputation management is the process of managing the reputation and image of a business. A positive brand image is extremely important, if not everything, for a business. Consumers love to buy from reputable brands and companies that have good authority in the market. They would avoid buying from a business that has a lot of negative reviews. A bad reputation simply means loss of business and profits, which no one wants. This is where business reputation management comes in. It involves changing or improving the user perception of a business using positive content and reviews.

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What is corporate reputation management?

Corporate reputation management refers to managing, monitoring and improving the market reputation of a large company or group. It involves creating a reputation management strategy based on what your customers, employees, investors and the public are saying about the company and to shift their perception from bad to good through the use of positive content and reviews. For the success of a corporate reputation management strategy, it is imperative that your team has good listening capabilities, i.e. can listen to customers (through reviews, feedback, social comments, etc.), understand their issues and respond in the best possible manner without taking a lot of time.

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What is online reputation management in digital marketing?

Online reputation management or ORM is a digital marketing practice that involves influencing the public perception of a business by using positive content and feedback to improve the online image and increase the online presence of a brand. ORM primarily deals with a negative reputation, including bad reviews by disappointed customers or, sometimes, angry or jealous competitors. All reviews, positive and negative, everywhere on social media and Google must be responded to in a timely and positive manner to show your customers that you really care about what they think and will do everything in your power to change or improve their perception of the brand.

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What is reputation management in public relations?

Public Relations and reputation management are closely related, as both involve managing how potential customers and investors see a business and improving the online reputation of a brand using a creative PR strategy. Both Public Relations and reputation management are digital marketing services and mainly focus on increasing the online presence of a business by creating positive content, encouraging positive reviews from happy customers and discrediting negative feedback in the best strategic manner possible. Building strong public relations and a positive presence in online communities is crucial for the success of any reputation management strategy. Similarly, PR is incomplete without ORM.

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What is reputation management in SEO?

From the SEO point of view, reputation management is all about managing and improving the search engine presence and reputation of a brand. SEO refers to search engine optimization, which is the process of improving a web page to make it search engine friendly and increase its organic ranking in search results. Reputation management in SEO means getting positive content about a business to rank higher in search results while lowering the rank of any negative feedback or stories through ethical SEO practices, which involve website auditing and optimizing, monitoring and responding to customer feedback and building high-quality links to important brand pages.

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What is reputation management in social media?

Reputation management on social media is all about protecting and preserving the online reputation of a brand or a person when interacting with their existing and potential customers on social channels such as Twitter, Facebook, Instagram and others. The goal is to maintain a positive reputation of the business and deal with any negative feedback, comments and reviews in the best possible manner, providing a timely and appropriate response. The brand should always be polite when replying to customers on social media, even when responding to negative comments. Remember you want to make and keep a positive image of your business while using social media.

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What is reputation management services?

Reputation management, also known as rep management or online reputation management or ORM, is simply ensuring that your business or product has a positive image in the market or is portrayed accurately on the internet. For instance, when someone searches for you on Google, there should be good things about you, including positive reviews, at least on the first page of search results to inspire people to trust your products and/or services. But, reputation management is not just about Google, but the entire internet, including social media. Customers read reviews to build a perception of a business, and we make sure your reviews are positive.

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What is reputation management software?

Reputation management software can automate the process of monitoring and responding to online reviews of a brand. For example, when someone mentions your brand name or sends a text to you on social media, the software can send an automated reply, letting them know that you are working on resolving the issue. This helps build trust and save time. Reputation software can also be used to ensure positive customer experiences through automated responses and to ask for reviews from satisfied customers. However, automation (software) must always be used under manual guidance by a team for the best reputation management results.

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What is reputation risk management?

The online reputation of a business or person can have many threats. For example, a dissatisfied customer or a jealous competitor might post something bad about your business. An old personal story can start circulating the internet, tarnishing both your personal and professional image. These things can have a severe impact on your brand image and particularly on how customers perceive your business, which is why you need reputation risk management, which involves monitoring and responding to any potential threats to your business/personal reputation online in a timely fashion to save your business from any significant economic or professional damage.

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What is search engine reputation management?

Search Engine Reputation Management (SERM) is the process of monitoring and managing your business’s reputation primarily on search engines like Google. Because Google happens to be the first place where a potential customer will search for information about your company, products or services, it is imperative that your brand has a stellar reputation across search results on Google and other search engines. The search engine reputation management process involves managing negative search results, responding to customer reviews and feedback, and creating and spreading positive content/stories about the brand so that the search results about your business are impressive and trustworthy.

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What is social media reputation management?

Social media reputation management basically refers to the use of a variety of marketing strategies and methods to boost a brand’s image and awareness across different social channels like Twitter, Instagram, Facebook, YouTube, etc. The goal of social ORM is to improve and maintain the social media image of a company so that more customers trust the business and buy from it. It involves building a positive image of the brand by encouraging positive reviews and comments and dealing with any negative feedback through proper and timely responses. A positive social media presence of a brand is vital for the success of the company in the long term.

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What is the best online reputation management company?

There are many online reputation management (ORM) companies out there, which can make it difficult for you to choose the best, most reliable and most experienced ORM company. Over The Top SEO is a top-rated reputation management company with many years of experience in helping brands build a strong reputation online on Google and social media to grow their business sales and revenue. We monitor the web for any mentions of your brand, filter out negative reviews, and provide an appropriate response to them, encouraging customers to remove negative feedback and share positive reviews about your business on Google, review sites and social media.

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Why is it important to have a reputation management policy?

A reputation management policy is a strategy to religiously monitor the online mentions of your brand and take necessary action, including responding to negative feedback, to restore and maintain your business image. Nowadays, having a reputation management strategy for your brand is as important as having food on your table or water in your glass. Why? Because a bad reputation can destroy your business even before you can do something about it. A reputation management policy will keep you prepared in advance for such a situation and take the necessary action as and when negative feedback with the potential to hamper your brand reputation appears anywhere on the web.

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Why online reputation management?

Online reputation management has many benefits. It can help improve the customer perception of your company, i.e. make sure that people have a good feeling about your business and trust you as an authority. Secondly, it can help maintain the online feedback from your customers, i.e. respond to reviews in a timely and appropriate manner to further enhance your brand image. Lastly, ORM can help increase brand awareness and visibility, i.e. use positive content about your business to increase your search engine and online visibility and make more people aware of your business to make it easy for people to find and remember you.

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Why reputation management is important

Reputation management is very crucial for the success of a business online. Consumers read reviews and search online before buying from a new company. A positive online reputation of your company can help you get more customers and win the trust of your existing customers. Reputation management can also help you improve your business performance and give you a better return on investment (ROI), as more people trust your business and would prefer to buy your products and/or services. Online reputation management (ORM) involves protecting the brand image of a company or person from misleading information and negative reviews online.

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Why you need online reputation management

In today’s competitive business environment, companies have limited options to market their products to get more customers and sales. In a bid to beat the competition fast, some companies take the wrong route, which includes negative marketing of their competitors. Writing negative reviews on competitors’ online profiles is a common example of that. This, despite being wrong, can do a lot of damage to your business if someone is intentionally sharing bad information or feedback about you. This is where reputation management comes in as a way to protect your brand image by properly responding to negative feedback on Google and social media.

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Do it yourself online reputation management

If you are wondering whether it is possible to do online reputation management by yourself, I would not recommend it. Firstly, your business reputation is a very delicate thing, which can be affected by even a very small error. If you have no experience or knowledge of reputation management, it is better to trust a professional ORM agency for the job. If you are planning to do it yourself, be ready to spend considerable time on it because reputation management is full-time work and requires your constant attention to actively monitor the web for any mentions, especially negative feedback, about your company.

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Do-it-yourself reputation management

Do it yourself or DIY reputation management refers to the practice of handling your organization’s reputation management by yourself without outsourcing a professional agency. This can have both positive and negative impacts. You can save some money by keeping reputation management in-house and will not have to pay an external agency. However, this might have bad outcomes because reputation management is not easy and even a minor error can do more damage than all good things combined. Also, you’d need to spend a lot of time tracking and managing the business reputation. Not willing to do that? Hire a professional agency.

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How do reputation management services work?

Reputation management services provided by a professional agency will focus on improving the overall online image of your business, including promoting a positive business reputation and discrediting any bad reputation, with the goal of influencing the public perception of your brand. We will try to get high-quality positive content about your business to rank higher in search results in order to lower the impact of negative feedback and positively influence what people think about your business and brand. Increased search engine ranking and visibility will also help increase your authority as a reputable and trusted business for particular products and/or services.

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How much is online reputation management?

Before asking about the cost of online reputation management, you should ask yourself how much is your brand reputation worth to your business. And you have the answer to how much ORM should cost. Good ORM services, even if slightly costlier, can greatly help repair your bad reputation and restore a great image for your brand and business online. You must already be aware of the importance of ORM as a way to establish a strong, positive image of your business on the internet. People are talking about you on social media, Google and other places, we make sure it’s positive content.

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How much to charge for reputation management?

The cost of reputation management services will depend on a number of things, including the present condition of your reputation and how much effort and time it will take to repair or restore the damaged brand image. Other factors to affect the cost of ORM include the reputation management company’s expertise and experience in the industry, the number of people in the team, the time duration, paid marketing, PR and influencer marketing, among other things. As a reputation management services provider, you can research what other companies are charging for these services and then decide your price accordingly.

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How to do online reputation management yourself?

Many businesses, especially small companies and individuals might prefer to do ORM on their own to save on paying a professional agency. If you are considering doing the same, make sure that you possess the required skills and expertise. Online reputation management is, by no means, an easy thing to do. You could be spending hours promoting your business and still not see any results. It’s a long-term job and might take weeks or even months to show any results. To start with, monitor the internet for any negative feedback or stories about your business and deal with them first.

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How to manage online reputation management?

The best way to manage your online reputation is to build and use a strategy based on your particular goals. The process of online reputation management (ORM) will generally include the following steps: performing an audit of your online reputation; creating an ORM strategy; actively monitoring brand mentions; using content & SEO to dominate search results for your target keywords encouraging happy customers to write reviews online; finding and using relevant influencers to promote the brand online. Reputation management is a long process and if you do not have the time or skills for it, we strongly recommend hiring a professional ORM agency.

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How to sell reputation management?

Reputation management can be sold as a skill or as a service. If you are any good at helping people or businesses store their damaged reputations, there may be a real demand for your services. All you have to do is find people who would be willing to pay you for managing their online reputations. It may be difficult at first and you may not be able to find many high-paying clients, but eventually, you’ll get them once your services are popular and credible enough. Make sure to keep your prices lower than the competition to attract an initial client base. It is easier for clients to trust an agency over an individual.

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How to start an online reputation management business?

Starting an online reputation management (ORM) company is easy. All you need is a website to attract clients. Add a lot of good content on your website about your services and what makes you better than other service providers. Tell stories and give examples of how you can help a client with their online reputation. Getting clients is the real deal, at least in the first few years. You might not be able to get many high-paying clients for your ORM services because most of the big clients go to big companies, but that’s ok. It takes time and hard work to build a good business.

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Is online reputation management important?

Online reputation management is important for many reasons. Not only does it allow businesses to keep an active track of their online brand image but also it gives them a chance to improve their reputation using proven strategies and methods. The online space is constantly changing and so is the people’s perception of your brand. If you want people to have only good ideas and feelings about your business, you need to be on top of the information that is being circulated online about your brand and be ready to take appropriate action as required to deal with a bad reputation.

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What does online reputation management include?

Online reputation management or ORM can be a long and complex process, depending on the particular brand or person. For businesses with a great online presence and image, the ORM process is pretty easy and straightforward. However, for businesses with a damaged reputation, real hard work is needed along with a strong reputation management strategy to repair the damage. Some of the things it will include are performing an audit of the business reputation; creating a strategy; monitoring brand mentions; dominating search results for target keywords; encouraging satisfied customers to write reviews; finding and using influencers to promote the brand online.

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What is an example of online reputation management?

Business A is extremely popular among customers and is doing pretty well. One of the jealous competitors of business A goes online and posts a fake review telling lies about how their costs are too high, the staff is unprofessional, support is bad and so on. Many potential customers read this review and decide to not avail of A’s service, which results in a huge revenue loss for the business. A hires a reputation management firm to repair the damage. Thanks to months of effort and hard work, the reputation of the business is finally restored and the fake review is nowhere to be found.

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What is online reputation management in SEO?

Online reputation management or ORM is an integral part of search engine optimisation, as it involves building a positive image of a brand, company or person online using highly effective SEO techniques such as content marketing, link building and social media optimization. While we use SEO to build a great online reputation and presence for a business, we also do reputation management by monitoring and responding to negative reviews and content. SEO for reputation management also involves optimizing the search engine presence of a business to present it to potential customers as a trusted and leading brand for a particular product or service.

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What is online reputation management ORM?

Online reputation management, also called ORM, is the process of monitoring and boosting the online reputation of a business and involves marketing, SEO, and building public relations to promote the brand on the internet. Online reputation matters for everyone, be it a business looking for customers or a professional looking for the right career opportunity. Every 2 out of 3 customers conduct online research before making a purchase decision, which makes your online business reputation incredibly important. If there are too many bad reviews about your company, a potential customer might turn to a competitor, causing you revenue and profit loss.

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What is online reputation management services?

Online management services are professional services provided by a marketing agency to make sure that your business has a great online presence with a positive reputation. These services help you monitor and maintain your online business reputation so that your existing and potential customers get to see positive things whenever they search for your business on Google, social media or anywhere else on the internet. As you may already know, a lot of consumers research online before purchasing anything, which means having a strong online reputation, positive reviews and image for your business in search results and on social media is crucial for business success.

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What is personal reputation management?

Personal reputation management is the practice of monitoring, managing and improving the personal reputation of a business person or a professional, generally someone who has a lot to lose if his/her online reputation is spoiled. For example, the owner or CEO of a large company must also maintain a brilliant reputation for himself because any negative personal reputation will also affect their company and business and may cause customers to lose trust in the brand. This is why personal reputation management is needed to maintain a positive online image and restore any negative reputation through effective SEO strategies.

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Why reputation management?

The online business space operates largely on trust. Online consumers will buy from a brand only if the previous customers of the company trust it and speak good things about it. For instance, positive reviews about an online business can help build a positive brand image, encouraging potential customers to trust the business and buy its products and services. Reputation management is the practice of monitoring and managing the online reputation of a business and taking necessary action to restore any damaged or bad reputation. For example, if someone posts a negative review about your business, reputation management will handle it.

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Does reputation management work?

Reputation management is one of the best ways to increase brand awareness and presence online and help build a positive brand image in the minds of existing and potential customers of a business. Yes, reputation management works most of the time, but it alone isn’t sufficient to manage a bad reputation. The business itself must be good or ready to make changes in its product or service as needed to restore a bad reputation. For example, if a lot of customers are complaining about a new product launched by your company, there might be something wrong with the product itself, so you need to work on it.

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How big is the online reputation management industry?

The online reputation management (ORM) industry is pretty big and growing. As of 2022, the ORM service market size is more than USD 276.59 million, and is expected to grow to more than double to reach USD 567.63 million in the next five years or so (source: researchandmarkets.com). Wondering why the ORM industry is growing so fast? This is because businesses are starting to realize the importance of online reputation and how it can help increase their business revenue and sales. They know how bad reviews can affect their business and push customers away and how reputation management can help.

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How to write a reputation management proposal?

A reputation management proposal or plan or strategy is the first thing to build when starting a reputation management process for a client. A rep management proposal will have two major things – SEO and paid marketing. SEO refers to organic ways, including content, the team will use to promote the client’s business online. This will also include monitoring the internet for brand mentions and reviews and the strategy for responding to negative reviews. Paid marketing will include Public Relations, the use of influencers to promote good things about the business to establish a positive brand image, paid promotion on social media, etc.

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What is digital reputation management?

Digital reputation management or online reputation management or ORM is nothing but the practice of promoting the best positive content about your business to influence your online reputation in the hope to persuade more customers to trust your business as someone they would want to transact with. It involves keeping the online information about your business on Google, social media and other platforms correct and positive in order to push negative feedback down in search results. This makes sure that there are only good things to find whenever a customer searches for your business on search engines, social media or anywhere else online.

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What is reputation management copy work?

Reputation management is the practice of using positive content and marketing strategies to influence public perception and online conversations about your business. Your customers now have multiple platforms where they can talk about your business through comments on social media and share their reviews and experiences with your products and services on Google and other review sites. And it will affect your online reputation and what others think about your business, which is why it is important to actively monitor and manage your brand reputation. This is where online reputation management comes in, which involves building a strong brand image online.

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Why should a business have a reputation management policy?

A reputation management policy is a strategy or a plan to effectively monitor and manage the online reputation of a business. The policy can guide you through the steps to properly manage the online image of a brand. This will involve using positive content to strategically push negative content or stories down the search results and actively monitoring and responding to negative reviews in the best possible manner. At the same time, the policy will include steps to identify and overcome limitations of your own brand, products and/or services in order to improve your customer service experience and build a health brand image.

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