With the advancement of business management, online reputation management has become one of the businesses most critical marketing focal points. In the modern age, both negative and positive conversations are taking place about your brand. Whether you like it or not, you would be advised to take part in those discussions and help steer them to a more welcoming shore. There are certain ways to protect or repair online reputation, they are as follows:

Be a part of the conversation

Brand conversations happen everywhere, and if you have a history of high’s and low’s – very positive client’s feedback and very negative customer experience. My advice to you does not hide the conversation. In fact, take the conversation to frame it in a positive way by sharing positive reviews. Always be proactive as you share positive news stories, press releases and testimonials.

Listen

Even big businesses don’t have the time to empower their full skill sets to monitor 100 per cent of the online discussions about their brand. However, an automated tool can help to gather data on brand mention’s and also help you with formulating a response strategy that fits with brand’s voice. The current state of online reputation will allow you to determine whether you should analyze the information of automated tool weekly, daily or monthly.

Smart engagements

Be polite in handling both the negative and positive comments. Don’t fight negative comments with negative replies. If handling an online customer is an issue to your employees, train them strategically to avoid future repeats. If applicable offer them compensation, discounts, refund, the sample to settle down the matter. Don’t get involved in an online war of words. Take the discussion offline as soon as possible so that you can continue more risky conversations on private channels.

Be everywhere

Do you have your social media accounts set up with all relevant information? Are they managed on a regular basis with engaging content? You need to consider not just your business name but brand names. If you have multiple brands, then you need to segment your products or services and it will allow you online reputation management more efficiently. You can also spread your good news on multiple channels.

Encourage positive reviews

Represent positive customer testimonials on the front page. Offer surveys and publish feedback that shares customer insight on experiences with your company and your brand. Don’t try to response a negative review with a negative mindset when it can be settled with minimum efforts with a constructive mindset. It is equally important to track the results of your efforts.

It takes to tackle all such issues and all it requires is an appropriate online reputation management strategy. Make your goals achievable to restore the good name and keep your reputation clean. If you have not allowed some responsible hands to take care of your online presence I think it is the right time you invest some time and money to hire an ORM expert so that your organization would be out front, ahead of emerging issues.

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