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5 ORM Mistakes That Damage Brands (And How to Fix Them)
Online Reputation Management (ORM) is controlling how you are perceived online. In this blog, we will cover the five common ORM mistakes that can damage your brand and how to fix them.
Online reputation management is the monitoring and influencing of a brands online reputation through strategies and techniques. ORM plays a vital role in shaping how your business is perceived by your target audience online.
Maintaining a positive brand image can increase credibility, trust, and customer loyalty. This involves monitoring social media platforms to stay up to date with what customers say about your brand, while responding to positive and negative feedback in a timely and professional manner.
When you actively manage your negative online reviews and mentions, you can remain relevant and competitive.
There are some common mistakes in ORM that can negatively impact your brands reputation online.
This is probably one of the biggest mistakes. Unfortunately, if you ignore negative reviews, they do not go away, in fact they can result in dissatisfied customers, further negative comments, along with tarnishing your reputation.
Ignoring negative reviews causes them to spread quickly, influencing potential customers. It also risks losing your existing clients. When you engage transparently with your unhappy customers, it shows your willingness to fix any problems and turn a negative experience into a positive one.
How to fix – we recommend that you reply to all reviews. Thank customers for positive reviews and ensure they are aware you appreciate their feedback. When it comes to negative reviews, do the same, replying in a professional manner, while offering a solution to improve customer trust and loyalty
When you ignore online mentions, you miss valuable opportunities to engage with your audience. Monitoring brand mentions helps you identify how your brand is perceived. This is a proactive approach that helps you address issues quickly, fostering relationships with your audience.
How to fix – regularly monitor your online mentions, engaging with your online communities, building trust, and gaining a competitive edge.
Consistency when it comes to brand messaging is essential when it comes to creating a strong brand identify online, conveying your brand tone, while consistently delivering positive content.
How to fix – have a clear communication strategy in place to build credibility and trust, while shaping you brands perception. Consistently sharing positive content reinforces your brands values and customer loyalty.
Social media is an effective online reputation management tool, helping you improve your reach, engage with your customers, ad improve online presence. Social media channels have become essential to shaping your brand perception through active engagement, while monitoring and addressing feedback. You can also amplify positive testimonials to improve credibility and trust.
How to fix – have a social media marketing strategy in place to improve your online presence and boost brand visibility. It helps you connect with your audience in a personalised way, fostering long-term relationships.
We have already discussed the importance of not ignoring negative feedback, but what about negative feedback you receive via other methods, this can impact your customers experience, while leading to missed opportunities.
How to fix – Do not ignore any negative feedback, as this can escalate. Respond in a timely manner, demonstrating your customers concerns are taken seriously. Engage with your customers protectively to prevent a crisis. Incorporate user-generated positive reviews to attract new customers and boost credibility, while working with the customer to find a resolution that improves satisfaction, turning a negative experience into a positive. Many disgruntled customers will change their feedback to positive, once their problem is resolved.
Having a strong online reputation management strategy is essential to protect your online reputation. Are you struggling with a bad online reputation? Genie Crawl is here to help. Contact us now to find out more.
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