No doubt you have read or heard about how negative reviews and comments have grossly affected some companies, especially those who didn’t have an Online Reputation Management (ORM) plan in place.
Without an ORM plan, by the time the company gets its act together, the damage has already been done and the long and costly journey of reputation restoration begins.
It is, therefore, imperative that you have the right tool(s) to protect your reputation since it’s the way customers see your brand, talk about your brand and most importantly, think of your brand.
Judging by the number of negative reviews and unfavorable comments floating around the popular social media platforms, Online Reputation Management is not only important, it is vital to every company’s or brand’s communication strategy.
So why is Online Reputation Management essential for a brand or company?
It helps maintain positioning
ORM is very important for a brand’s position in the market. Once negative material is shared on the internet about a brand, more often than not it ends up losing loyalty and fans. This can in turn hurt the brand’s bottom line, water down its hard earned respect and trust.
Helps increase sales
This one goes without saying really. With global statistics indicating that over 80 per cent of consumers refer to online reviews before making any purchase, brands with a bad reputation or those with a huge number of negative reviews miss out on big business at any given time. Therefore, sales are heavily dependent on the reputation of the brand or company.
Get to know your customer
An effective ORM process gives the brand or company the perfect opportunity to interact further with the customer. Whether it’s responding to a price query, product availability or dispelling a rumour on social media, this kind of interaction opens up an avenue for the brand to better understand the needs of the customer. The information gathered can also be useful for the brand in the future.
Data is priceless and a brand can never have enough data. Data collected through ORM monitoring helps the business formulate effective marketing and communication strategies based on the online conversations and trends. Product development and improvement can also benefit immensely from the data collected via ORM process.
ORM builds trust
It’s a fact that customers prefer to buy brands they trust. Having done their due diligence via internet search, trust and credibility form the basis at which the customer finally spends their cash.
With an effective ORM strategy and a good Search Engine Optimization for your website, search results will always work to a brands favour.
Your company or brand is only as good as your reputation hence it is critical that you protect your reputation jealously.