Top 5 ORM best practices for brands and businesses
How others see you, your brand and your company when they look for you online forms the very basis of your online reputation.
If a customer, or anyone for that matter, writes something negative about your brand online, it can put you or the brand at a disadvantage.
Nowadays, most purchase decisions are made after a customer has ‘consulted’ with a search engine, notably Google. In turn, the information they gather will likely influence their final decision.
Brands with active ORM systems are more likely to pass this ‘Google Test’ since the ORM plan, if well executed, ensures that positive material in the form of blog posts, articles, news stories on news websites and photos outnumber any negative ones that might have cropped up.
But even as brands and companies utilize ORM system to safeguard their reputation by sharing content that tells their story, its advisable for the same brands to adhere to best practices at all times.
Here are five ORM best practices outlined by semrush.com
Understand that negative content is unavoidable
If you are in the B2C or B2B category, chance are that there has been a negative comment (or two) posted somewhere on the internet about you. Most of these unfavorable posts mostly emanate from a customer who just had a bad experience. So be ready to defend your reputation from time to time no matter how good your customer service is.
Identify your ORM solution
As a brand or company, you can either choose to handle your ORM internally or use services of an experienced reputation management agency. Whichever option you choose to take, it’s important to note that reputation management is a task that requires adequate resources; something most companies lack and therefore are not in a position to sustain it.
Investigate the cause of any negative comments
Monitor all negative comments coming through your various social media platforms and website and verify if they are indeed legit. If there’s a problem somewhere, take the necessary steps to resolve the issue(s) without delays.
Respond to all comments
Social media is all about interaction. Followers and fans like and feel good when the people or brands they follow acknowledge their comments. So whether a comment is good or bad, please ensure that you respond accordingly. Comments that don’t get a response could potentially ignite a series follow up comments and eventually open a floodgate of negative comments.
Build a good reputation
A good reputation takes time to build. With ORM, patience is the key especially for brands that have a number of negative content on the internet. Over time, your positive content will eventually overshadow the negative.