How often do you turn to your favorite search engine to see what others have to say about a product, service, or company you’re planning on using for something? That’s what most people do these days. If you have a poor online reputation, you are going to feel it hit your bottom line. Let’s take a look at the top 10 reasons why you need online reputation management (ORM), so you can see just how important it is to your success.
1. Public Image
A positive image online and offline is critical for success in today’s business world. They work together to create a good brand reputation, which shapes the entire company. Because the Internet is always open even when your business is not—constant monitoring is required.
2. Handling the Competition
Your competition may slam you online in an attempt to gain trust and credibility for their own brand. Knowing what your competition is saying helps you know how to go against them in the marketplace.
3. Bad Publicity Gone Viral
More often than not, negative information is going to spread faster than positive. That’s because customers will tell their friends and family about a bad experience more often than a positive one.
4. Know What People Say About You
ORM lets you keep a handle on what people are saying about your business so you can address the negative, and embrace the positive. By addressing the negative, you are showing your customers you care about them. In the end this helps create a more positive brand image.
5. Hate Sites
They exist for nearly every industry out there. Lots of people use them. Even the best businesses with stellar reputations may end up on a few of them at some point. This keeps you aware of the activity there, so you can come up with a strategy about how to deal with it.
6. Handling False Information
Most people know that not everything they see on the Internet is true. Eventually, someone will place false information about you or your business online. ORM lets you track the false information, so you can address and correct it quickly.
7. Showing Your Best
Investors want to know they’re placing their money with a solid company. They too, will look for anything they can find about you. The Internet is typically the first place they will look. If they find nothing but negativity, you can be sure they will second-guess their investment plans. ORM helps you make sure they see only the good.
8. Improved Trust and Credibility
When you actively monitor your online reputation, customers see it. They know you care about what people have to say, and they know you are doing your best to keep a positive image. When customers know you’re working for them, you’ll improve your trust and credibility with them. This translates to more sales and higher profits.
9. Strategy for Mistakes
Mistakes are going to happen because no business is always perfect 100% of the time. ORM helps you develop a strategy for handling the mistakes. Knowing what to do ahead of time makes it much easier to address anything that may happen.
10. The Big Picture
Having one bad review out of every 10 isn’t the end of the world. As long as the negative reviews don’t go viral and get a lot of attention, you will be fine. Use the criticisms to your advantage. Take the feedback and use it to improve your business model.
- Customers who experience good customer service will spend more money with you.
- Some customers will pay more for better customer service.
- Other customers expect it.
The negative can help you improve your customer service efforts.
ORM is an investment worth making, even for small businesses. If you’re a one-man show, your reputation is everything. Chances are, you don’t have the time to dedicate to proper reputation management.