The Exciting New World Of Reputation Management

The revolution in reputation management (also referred to as Online Reputation Management or ORM) is one of the most exciting developments in communication the internet has offered business.

You used to have to wonder about reputation management. Presumably your regular customers thought you were great. But what about the ones who dropped off? How could you find out why? And what about the people who were curious, but never made it through the door? What stopped them?

Online technology and trends now make reputation management responsive, accurate and transparent. It's great for customers and it's even better for businesses.

So What Exactly Is Online Reputation Management?

Online reputation management involves monitoring what people are saying about you and/or your brand online and then managing the positive or negative discussions to maintain or enhance your online reputation.

Now We Are Online, Customers Call The Shots

Visionary marketing gurus saw this coming more than 20 years ago. Communication and reputation management used to be in the hands of big companies, advertising agencies and highly controlled mainstream media outlets.

But the internet has made reputation management a truly democratic space. Customers own brands. Customers make and break businesses. Whatever your business is doing will be talked about via blogs, forums, websites, posts, tweets and numerous other social networks.

Build On Positive Online Word Of Mouth

If you are getting great word of mouth online - capitalise on it. Twitter (the instant communication platform that uses just 140 characters per 'tweet') is an outstanding instant endorsement tool. If you are able to manage it, set up a Twitter account for your business and get in the habit of 're-tweeting' (RT) positive feedback. The good messages then go out to the networks of your networks - a powerful form of positive reputation management.

If you're not yet tweeting, you can do the same with testimonials, blogs, forums - anywhere online that people are talking about you - join the conversation.

Face Any Negative Feedback Head On And Deal With It Directly

The now famous case of the blogger who nearly brought down Dell is a wake up call to all businesses. One disgruntled person, airing their grievances online WILL bring any other disgruntled people out of the woodwork. This is not bad for your online reputation management.

What is bad, is ignoring the voices. That's what Dell did initially. Their reputation plummeted along with their stock price!

Learn From Your Customers

Once Dell finally picked up the ball they made great inroads into providing relevant, real time, user friendly reputation management strategies. They did this by listening to what their customers wanted.

Dell now has 35 people monitoring blogs, twitter etc to respond to negative reports about Dell products. They also use Social Media to assist them with product improvements, ideas for newer models.

Use Online Platforms That Work For You

Online reputation management is not about jumping on bandwagons. It is about listening to what your customers are saying, researching the online options you have at your disposal and selecting the best and most relevant platforms with which to respond.

If you would like to know more about how to use social media (LINK TO PAGE) effectively in your business, please contact us for friendly, up to date advice.