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- Reputation Management Tip for 2012: Brands need to tap into social media search!
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- Google+ vs Facebook – its not over yet!
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- Facebook, the trust factor
- BlackBerry Blackout- RIM’s Reputation Takes another Hit
Posts Tagged ‘SERM’
How important it is to reply to the reviews?
August 10, 2010 | 
Author Replying to reviews on your website is an important part of your online process. It is time that business small and big should start thinking about this seriously. Reviews may be good or bad, responding to them adds to the credibility of the company. It is also a part of your online reputation management that sustains your online image. To remain aloof to reviews is an unprofessional approach which reflects on the reputation of the company.
But what needs to be dealt with care is how you respond to reviews, as part of your business goodwill you need to understand that you are addressing the issue brought up in the review. The review may criticize your way of doing business, and as a responsible business house you need to take it from there while clarifying your position. This move will induce confidence and respect and customers feel privileged that you responded to their likes. Review sites are great platforms to build a solid rapport with your business associates. Responding to reviews generates a feeling that you are taking seriously what is been said, and that you intend fixing the issue.
Reviews are a mirror to your business that shows where your business or brand stands. It clearly shows how people perceive your company. A chance to amend flaws or even mend what is lacking. Lately it has been seen that nearly every company in today’s era pay attention to what is been said online. The race is in keeping the company customer friendly and leaving no stones unturned to achieve that goal. Nevertheless doing so surely enhances the friendliness of the company and builds a positive image. One should be really objective when replying to the reviews, as it’s a part of official dialogue.
Being pro-active in answering to your reviews shows the users that you care about them and this enhances your goodwill. So companies need to take every chance to respond to reviews and critics as this is an integral part of your reputation management.
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Online Reputation Management – A mix of SEO and PR
This post is about demystifying ORM in the simplest way possible…
- Is online reputation management (ORM) kinda like SEO? Yes it is, the one cannot exist without the other in the online world.
- Is reputation management like public relations? Yes it is, ORM is a lot about projecting the right image to the world.
In fact, we here at Reputation Management For.com believe that ORM is a mix of all this and yet it is more.
Functions of ORM:
Reputation Management is all about protecting, defending and removing the best and the worst respectively, about you from the public eye.
Picking up on things on alerts, monitoring the airwaves for all that is being said about a person who can be a celebrity, a professional or a politician or a corporate entity or a brand as the case may be is an important function of ORM.
Crawling the internet for everything being said about you helps to push forward the positive content and maybe even create an online buzz about something new. This is an important part of ORM.
Having a presence on different blog networks and social networking platforms, and maintaining them regularly is another function.
ORM is a routine, on-going process that should be part of your advertising or marketing, if it isn’t already.
When crisis strikes: ORM, however, gets into overdrive when there is a crisis and this is when the PR side of it comes out in full force. The online entity is under attack and it needs to be done systematically like in any other media.
- Real-time searches need to be monitored and looked into and Facebook posts and tweets all add up to the quick re-bound in reputation.
- Blog posts and news and more so in the case of press releases all play an important part in minimizing a crisis.
ORM, in short, does all that you would do in the real world – show up at the right places, make statements, give interviews, go on chat shows, keep you in the spotlight and put you in the news as and when required.
The only difference is that, this is the virtual world and the blog posts, press releases, tweets and Facebook posts all do what you would have done physically in the real world.
With the power cyberspace has on this world having ORM in place to watch your back only makes good sense. ORM is here to stay, and may be called SERM or PR with a cyber twist, but its the one thing to have in place if your business is all about your good reputation!
Constant monitoring to manage your Online Reputation
When talking about Online Reputation Management(ORM) we mean monitoring web 2 media like; blogs, social forums or network or video streaming sites for negative content. So how do you defend your product or organization when somebody is beating you blue with all that negative comments. Needless to say negative comments severely dent the reputation of an organization and the brand.
It’s a global phenomenon – positive or negative if attracts million hits will always rank on top. We need to understand that negative comment comes in all notorious forms and languages, type ‘Microsoft sucks’ on Google and see for yourself. So it becomes extensively important to protect your brand when consumers/competitors have larger ground to air their views.
Pushing down negative comments on search engines is what most Reputation management companies do, but it’s a temporary solution while the issue is still at large. So in our opinion relegating negative comments monitoring along with brand content optimization is the best option. Branded content in the search will stave-off negative contents.
Constant monitoring becomes very important to manage your online reputation. But how do you keep track about all that bad mouthing your new product gets? Setting Google or Yahoo alerts can be handy. Searching with adjectives or modifiers like “sucks”, “worst”, “bad” with your keyword will give you a better idea what others think about your product.
Implementing manual monitoring will be more effective to check results. A tool in place that would alert the business owner if there is any negative comments about the product out there will be great. You will be able to check the authenticity of the negative comments and take action immediately if urgent.
Employing proactive monitoring system enables you to get an insight about the content and the customer’s understanding about your brand. This further will let you interact with the customer directly and sort issues amicably. Your instant action can save your product identity, and let Reputation management be a part of your best practice.
Search Engine Reputation Management
If only you know precisely what your customers are saying about your brand in the Internet world? And who all are your competitors. The Internet and has provided forums and platform such as blogs, video sharing and online customer reviews, and create content that is readily available to people who are interested in your merchandise.
For every businesses, it is vitally important to see how it is shaping before it starts taking a bad turn. People depend heavily on reputation before they venture into acquiring your products. So all you need to do is ensure the content available on the website accurately and positively showcase your product.
It is a tough task to monitor what all is written about you and your organization, but by actively listening, participating in conversations with all group and sending out positive messages you can better manage your organization’s reputation.
What is the Impact if we oversee these facts
Reality is harsh if a potential customer searches for your brand in Google, what is he going to see, obviously some link to your website, but what if there is a link to a site that talks about a bad experience someone had. So the impression of your brand takes a beating. You might even be willing to pay a bit more to keep the reputation of the company. The negative feedback can have a huge impact on sales.
The fact is that very less companies have proper strategies in place to counter such negative comments. Reputation management with its active team to shield your organization’s “online reputation” by employing Search Engine Reputation Management. They are capable to bring light through search engine queries. Some use these tactics reactively, to minimize damage inflicted by negative blogs or forums.