The 11 Most Important Steps to Solving Online Reputation Management

What are the 11 most important steps when it comes to solving Online Reputation Management? 

  1. Understand who your customers are and how your Online reputation impacts your business: Depending on the nature and the type of business that you have, your customer base greatly varies. For instance, the reputation management policies of Disney might be extremely different from Budweiser. This is because different brands cater to different segments of the population and your brand should build a reputation that matches the services and products that you offer to your customers. By getting a feel of which your customers are, your Online Reputation Management Policy is likely to be much more cogent and cohesive than if you follow a vague “One size fits all” approach. Furthermore, by knowing who exactly your customers are, not only can you ensure that your Online Reputation Management Policy matches the requirements of your business, but also formulate it in a manner that is likely to lead to maximum customer conversion and retention.
  2. Understand and intuitively deduce what a good Online Reputation management Policy for your business might entail: No one has a better feel for the business than the person who is involved in the business. Irrespective of whether you are planning to handle the online reputation management of your business by yourself or engage the services of a third party to do so, you should intuitively have a basic idea of what might work and what may not. This also helps you form a cogent policy when it comes to online reputation management. This step is especially critical if you happen to hire a third party to handle the online reputation management of your business because it is likely that they will act according to the instructions that they receive from you.
  3. Create an Online Reputation Management Plan: One of the most important principles of management (yes we are looking at you Henry Fayol!) is to create a cohesive plan for any project you plan to undertake. Online reputation management is no different. A plan should not be vague and haphazard but must contain relevant and sufficient information on the various factors that it involves and a cogent strategy on how it can be put into effect. Make sure to delineate aspects such as what the various tools that you plan to use are, what the budget is, how you plan to imbibe it in your greater business policy for maximum effect.
  4. Implement such Policy: Okay, so you have formulated a cohesive, detailed, and well-considered plan so the obvious next step is to implement such a policy. Ensure to adopt a holistic approach to implementation. This means that you must ensure that various dynamic market factors are given due consideration during implementation. If you have formulated a cogent strategy in the previous step, it is unlikely you will run into any problems during the implementation stage. However, even if you do – do not be disheartened. Just tweak the policy to reflect the current realities, and you will be good to go.
  5. Monitor the policy: One of the worst things any business can do when it comes to online reputation management is to come up with a great policy and implement it, but not monitor whether it is working or not. Ensure that you continuously monitor the policy for its maximum effectiveness and conduct the required changes if any, to the plan based on the results of your monitoring.
  6. Take Feedback: A good way to build a relationship with your customers and improve the reputation of your brand is to take feedback. Ask your customers what they think of your business and brand, and what steps could make the experience better for them. Use these insights and combine them with your ORM strategy for the best effect.
  7. Analyse the Trends: Whether or not your ORM strategy is working, it is likely to have some effect on your business. It can even be argued that the lack of any effect in itself is an effect of the policies you are using. Remember to constantly analyse the trends that you gain from your ORM plan!
  8. Use the various tools of social media and digital marketing: Whether it be PR releases, Search Engine Optimization, or various other tools that social media has to offer, you can significantly augment your Online Reputation Management policy by utilizing the various tools of digital marketing.
  9. Have a dedicated team: While it may be tempting for you to want to carry out the entire process yourself, often having a dedicated team for Online Reputation Management is great. There are plenty of economical and low-cost options that provide ORM services to businesses. They add a level of knowledge and expertise that you may be unable to bring to the table yourself!
  10. Be Organized: Do not adopt a haphazard and chaotic approach to Online Reputation Management. Every single interaction with your customer counts. Remember to be organized.
  11. Keep in mind that it is a continuous process!

 

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