Why is Effective Online Reputation Management Vital for Businesses?

Martech Outlook | Monday, September 28, 2020

In an era of an active audience, where people express their opinions regarding brands and services on various platforms online, reputation management has become very important.

FREMONT, CA: Online Reputation Management (ORM) is a concept that is dedicated to creating a positive public perception of a brand, business, or person. Reputation management includes monitoring reputation, addressing any content or customer feedback which could damage the brand, and utilization of strategies to prevent and solve issues which can harm an entity’s reputation. To sum up, ORM monitors and manages a brands reputation throughout the web, while ensuring that the business is adequately represented and the potential customers are left with a good impression about the business. 

The Importance of ORM for Online Business

1. Affects Buying- The lack of management of the online reputation of a business can cost them their customer base. Around 81 percent of buyers research online before making a purchase; therefore, the way a business appears online is the make-it-or-break-it factor in their final decision. And online reputation is really a business-quality check with 88 percent of consumers reading reviews to determine if a business is reliable enough.

2. There Is No “Delete “Button for Negative Reviews- Almost everything on the internet is kept. Whatever people are saying about a business online is most likely to stay online, but businesses actually have a chance of altering a negative opinion about their business.

By utilizing a proper response, businesses can convert an unhappy customer into a loyal fan. According to a study, 70 percent of the customers who complained and got a satisfying response from the business will revisit and do business again. 

3. You Can Get Valuable Feedback- Monitoring is a crucial part of managing an online reputation. Businesses can begin collecting some useful insights on customer satisfaction and feedback regarding the product or services. So before doing some polling, surveys, and going around the globe for customer feedback, businesses can simply pay attention to what their customers have to say about the business. 

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