Manage reputation and minimize negative feedback through ORM
Online Reputation Management (ORM) enables you to minimize negative feedback to manage reputation and boost the online presence. However, it is easier said than done, and you need to undertake the right strategies for your business. At walnutseo.com, we have the expertise and the know-how to do it for you. Before starting, let us first look at what is ORM and how to go about it?
ORM – A definition
Businesses these days are all about the online presence, and therefore the reputation of the firm is vital. To address negative and false comments, companies are monitoring brand mentions on websites and social media actively. Online Reputation Management (ORM) Singapore is all about addressing negative customer complaints and comments online. Responses might range from reactions to social media posts or a public address.
So, is it PR?
ORM deals with the portrayal of a firm in the best possible light, so in that regard, it is indeed similar to PR management. However, the difference is in the way it is achieved in the two cases. PR firms work externally through advertisement campaigns and various promotional efforts. PR firms can handle damage control, but the truth is public relations is all about proactively achieving the goal.
However, ORM is all about internal reaction towards negative branding. It involves actively looking for and responding to potentially damaging content on the internet. Keep in mind you will be replying to both users as well as other competitive firms. Here at walnutseo.com, we can do this for you.
So, ORM is for taking care of smaller fires before they can cause severe damage. ORM also allows you to maintain transparency, as well. If you are looking to maintain customer loyalty, ORM is the most vital ingredient for 2021 and beyond.
With that in mind, here are some of the ORM strategies you can help in your firm’s ultimate branding.
Prompt answers always help
According to experts, the best ORM strategy is where the response is already on the internet before a negative comment or posting a review. You can answer directly to your customers using social media platforms to nip the issue in the bud. Response promptly, and you can show the customer that you hold every opinion in high regard. It would be best if you answered with empathy as well.
Keep in mind that ultimately you are there to help, so making sure that you have a genuine concern is always better for your brand’s branding. Always let your customers know that you are invested in solving their issues, and you can avoid gathering a following of unhappy customers.
ORM is about managing negative responses, but how do you go about it? Should you discard the negative comments and the reviewers? There is this school of thought which tells us that answering negative comments draws attention to them. But the truth is if you are ignoring the negative reviews, you are, in reality doing your firm a disservice.
Keep in mind that customers look for negative reviews to ascertain the value of the brand. That is why it is vital to respond directly to the reviews. Make sure that you are maintaining consistency with your replies as well as proper etiquette.
Owning up to mistakes
Often a perceived scandal can lead to proper scrutiny. However, keep in mind it always helps to apologize sincerely if you are indeed at fault. Here is a simple trick for you; you can soothe the tensions and diffuse even the most disgruntled customer by showing remorse. It will also strengthen the existing relations and bonds with the customer base.
It always helps to craft a professional apology to own up to the issue and resolve the matter at hand. Directly address the subject or the concern raised by the consumers, media, or a rival firm. Always make sure to describe the steps taken in the near future to resolve the matter. It is always a good idea to choose the right platform as well, depending on the popularity.
SEO is not just about keeping the brand visible. Yes, visibility is a crucial element, but SEO is also an excellent tool for minimizing the negative press and content’s visibility. Make sure that you are aware of the SERPs and the hits every time there is a name search for your brand.
It will enable you to keep on top of the search results and respond to negative press or comments when they appear. You can also improve the search results by encouraging your customers to post/submit positive feedback and reviews on the websites. It will enhance the average rating, which has become a vital tool for brand selection by customers.
You can automate the process
Keep in mind that ORM is not about manually combing through all the websites and the social media handles. That is counterintuitive and time-consuming. Therefore, you need to leverage the tools available that allow automatic monitoring of the ORM tasks. The most straightforward tool on the market today is the Google Alert that enables you to perform a name search to receive media and news notifications on a specific subject.
Tools like Brand24 monitor social media mentions alongside the news articles crawling performed by the Google bots. Brand24 also allows you to perform sentiment analysis for insights regarding public opinion for your brand. You also have the SEMrush, which will enable you to track analytics and metrics regarding your brand’s SERP position. These automated tools will allow you to perform high-level ORM, all the while saving on time and strengthening customer ties and loyalty.
ORM signifies branding done right
With the increased usage of the internet, shoppers are in a unique position to hear and see inside information regarding a brand before making a purchase. It is, therefore, extremely crucial to maintain a positive image of your brand. Respond to the negative feedback and resolve the customers’ issues, and you can achieve the ultimate control over how your brand or firm is perceived at the user end.