Your company works hard to keep your consumers satisfied. You meet with consumers one-on-one and work relentlessly to design new goods and services that fulfill their demands.
Even with the most satisfactory customer service, a company’s reputation is destined to suffer from time to time.
A disgruntled consumer leaves a negative review for all to read on the internet. Or a negative media article spreads well beyond your expectations.
The practice of altering the public impression of an individual or organization is known as reputation management. BRANDefenders, located in Provo, Utah, specializes in reputation management. They can lift your brand to new heights with SEO (search engine optimization), content creation, digital marketing, and negative review removal.
While this began in public relations, it has grown increasingly common with the introduction of search engines and social media platforms.
What Is Reputation Management?
Reputation management refers to all measures that a company takes to monitor, address, evaluate, and shape consumers and leads’ perceptions of a brand. A company like BRANDefenders uses its resources to help brand defend their reputation online.
Tracking and responding to brand mentions across several digital touchpoints is a critical component of online reputation management.
This may include, depending on the industry and consumer base:
- platforms for social media
- websites, such as news and blog sites
- product evaluation websites
- media coverage
There are two main types of reputation management, online and offline.
Types of Reputation Management
Online Reputation Management
Online reputation management is the process of managing material on the internet about an individual or organization.
This usually relates to product and service search results, particularly customer reviews. This can also include search results or social media posts about a certain person.
Online reputation management is becoming increasingly important, as 65 percent of Americans now consider internet searches the “most reliable source of information” for persons or businesses.
Offline Reputation Management
Offline reputation management is concerned with controlling a person’s or group’s general impression through their status outside of the internet.
Press releases, media material, and even expressed values and ethics are all items of relevance in offline reputation management.
How Does It Work?
Reputation managers, like BRANDefenders, try to affect how an individual or group is regarded by filtering information about them that the public is exposed to.
As a result, reputation managers will watch any material published or transmitted about an individual or group and determine if it will positively or negatively impact their chances of success.
If the outcome is bad, the management will conceal or remove the content. If the results are favorable, the management will want to distribute it further and make it easily accessible when someone goes to study the organization or individual.
On occasion, reputation managers will even contact out through email to encourage more individuals to leave favorable evaluations.
Why Do I Need Online Reputation Management?
Increasing Customer Involvement
The more channels your company monitors and participates in, the better your prospects of increasing client involvement.
This is achievable by adopting a proactive and reactive strategy to client engagement.
You can keep clients committed to your business by being active online, delivering special deals, and responding to their questions and comments as soon as possible.
Consequently, they will be less likely to churn and switch to your competition.
Optimizing Internet Marketing To Elicit Responses
Monitoring your internet reputation may also serve as a source of inspiration for your marketing efforts.
Demonstrating To Consumers That You Care
Monitoring what people say about companies on social media and reacting to good and bad comments demonstrates that you care.
Naturally, we all want to get only favorable remarks, which are much easier to reply to. On the other hand, negative remarks might be good for a brand in the long run.
They are a crucial source of feedback; they listen to what consumers say and address any difficulties. It would be best never to ignore disappointing opinions since they may quickly snowball into a social media disaster.
Responding to good and negative comments will help you create stronger customer connections.
Boosting Web Traffic
Positive content/news or opinions can go viral, particularly those from trustworthy sources. You’ll be able to notice a big news site praising your service, for example, if you use an online reputation management program.
This will explain any unexpected increases in organic traffic. You can utilize this to generate more traction. To improve your reputation, display the favorable review/brand mention across your web platforms. If done correctly, this can lead to an increase in conversion.
Brands that work hard to preserve a positive internet image are better prepared to deal with any crisis, especially if they utilize an ORM solution that notifies them of any crisis-related phrases associated with their brand.
Customers will also be more forgiving of a bit of blunder if a business has an overall great reputation. It is now easier to cope with possible catastrophes.
Getting More Testimonials For Your Website
It’s easier to utilize an internet monitoring tool that identifies brand mentions and filters out the good ones.
You may then contact your most ecstatic followers and request a citation, which you can then transform into a testimonial for your website.
Improving Brand Credibility
It’s all about how you manage a bad brand reference when it appears. You gain credibility by maintaining your online reputation and replying to comments, positive and negative reviews, and mentions.
There is no better way to demonstrate your concern for your consumers than to graciously reply to a bad review and make adjustments wherever necessary. By using online reputation management, you are working to defender your brand.
While some people still shop on the spur of the moment, most of us conduct our homework online before purchasing.
Sometimes just one unfavorable review is enough to sway our opinions and cause us to gravitate toward other items.
There is a correlation between a strong internet reputation and improved sales — the more favorable company references surface, the more likely a deal will be closed.
The Bottom Line of using BRANDefenders
To preserve a favorable online perception of your business, you must take several steps. Regardless of your business, tracking, collecting, analyzing, and managing your brand reputation is critical.
If you engage in ORM consistently, you may expect several benefits such as increased consumer trust, more sales, and tailoring your marketing activities to elicit favorable responses and enhance ROI. Reach out to an expert such as BRANDefenders to help you manage your online reputation or create a wall of insulation from any future attacks.