Your customer does not buy your product but a whole experience. Your reputation (both online and offline) and its management are crucial. This involves being authentic, communicative, and a problem solver. However, terrible customer service is synonymous with most consumer brands, making it even worse if you have a ‘rep’ to ‘protect’. Even though we live in the golden age of digital light, most brands still need quality customer support and ORM services. As per a 2022 McKinsey report, modern companies struggle to bring their systems up to speed, train and retain their customer experience and support team. They are now moving towards automation to simplify their journey, but only some names have their ORM and customer support strategy on point, right from the pat. Here are some brands that are an inspiration when it comes to a stellar ORM strategy. Patagonia Nobody has the time for a terrible customer experience, especially not your customers. They are involved in the product they purchase from you today and how your brand makes them feel about you. They want to side with an organisation with aligning values, and any dereliction from that can make them switch. Patagonia is the perfect example of a value-centric brand. A sports brand with a cause, it creates products keeping in mind the environment and has a superb following of nature and outdoor enthusiasts. Patagonia’s online reputation management strategy is multifaceted and encompasses various aspects of its online presence, including social media, customer reviews, and search engine results. The company prioritises transparency, authenticity, and responsiveness to maintain a positive online reputation and foster trust among its customers and stakeholders.Vital elements of Patagonia’s online reputation management strategy include: Transparency and Authenticity: Patagonia actively engages with its customers and stakeholders on social media platforms, encouraging open and honest conversations. They regularly share updates on their sustainability initiatives, social responsibility efforts, and product developments, demonstrating transparency and authenticity in their operations. Proactive Reputation Monitoring: Patagonia employs reputation monitoring tools and techniques to track online mentions, reviews, and sentiments related to its brand. This proactive approach allows them to identify potential issues early on and address them promptly. Customer Review Management: Patagonia actively encourages customer reviews on their website and third-party platforms, providing a platform for customers to share their experiences and feedback. They respond to positive and negative reviews promptly and professionally, addressing concerns and demonstrating a commitment to customer satisfaction. Community Engagement and Storytelling: Patagonia engages with online communities and influencers in the outdoor and environmental spheres. They share compelling stories about their products, initiatives, and customers, fostering a positive association with their brand. Zomato Zomato’s customer support strategy has been successful in helping them to maintain a high level of customer satisfaction. The brand’s strategy is centred on providing users with a seamless and efficient experience. They have implemented several initiatives to achieve this, including: Multi-channel support: Zomato offers support through various channels, including email, phone, and in-app chat. This allows users to reach out to them in the way that is most convenient for them. Quick response times: Zomato prioritises short response times, aiming to resolve issues within 24 hours. They also have a dedicated team of experts who can handle complex cases. Strong Social Media Presence: While this may seem more efficient for marketing purposes, Zomato tends to resolve common (and sometimes humorous queries) via its popular social media handle with witty quips and relatable memes. Proactive communication: Zomato proactively communicates with users about their orders, including sending updates on delivery status and notifying them of any issues. Self-service options: Zomato provides many self-service options, such as a FAQ page and a knowledge base. This allows users to resolve many issues on their own. Customer feedback: Zomato values customer feedback and uses it to improve its support offerings. They regularly collect feedback through surveys and social media interactions. In addition to these general principles, Zomato has several specific initiatives to support its different customer segments. For example, they have a dedicated team of support agents fluent in multiple languages to cater to their international user base. They also have a unique support channel for restaurants to help them with any issues they may encounter. Netflix Netflix’s online reputation management (ORM) strategy is focused on maintaining a positive online presence and resolving negative issues quickly and efficiently source The company has a dedicated team of ORM professionals who monitor online conversations about Netflix and respond to negative comments and reviews. Netflix also invests in social media advertising and public relations to promote its positive brand image. Here are some of the specific tactics that Netflix uses to manage its online reputation: Monitor online conversations: Netflix uses various tools to monitor online conversations about the company, including social media, news websites, and forums. This allows the company to identify potential issues early on and address them before they escalate. In one such instance, seven years ago, Netflix listened AND REALLY LISTENED. The OTT platform’s users would talk about falling asleep during their favourite shows, only to realise they missed a couple of shows. Enter — the Netflix Socks. source Netflix socks deployed an accelerometer to identify when the wearer has fallen asleep, sending a signal to the TV to pause the show automatically. This ensured that they didn’t wake up to find themselves two episodes ahead of where they originally left off. Netflix socks raked impressive engagement on X (formerly Twitter) and even won the Shorty Award! While these socks are no longer in business, it is a fun example of the power of social listening. Respond to negative comments and reviews: Netflix has a dedicated team of customer service representatives who respond to negative comments and reviews on social media, review sites, and other platforms. The team strives to respond to all negative comments within 24 hours. Invest in social media as well as offline advertising: Netflix invests in social media advertising to promote its positive brand image. The company’s social media ads often feature user-generated

Omnichannel solutions refer to a strategy that provides a seamless and consistent experience to customers across all channels, including online, mobile, social media, and in-store. By adopting an omnichannel approach, businesses can increase customer satisfaction and loyalty. According to a report by McKinsey, companies that adopt an omnichannel approach achieve a 91% higher year-over-year increase in customer retention compared to those that don’t.In today’s customer-centric landscape, customers expect consistent information to be at their fingertips, regardless of the channel they choose to engage with. An omnichannel approach can help businesses cater to these expectations and provide a seamless experience for customers. Impact of a seamless customer journey on brand loyalty and satisfaction Enhanced Customer Satisfaction:    – Seamless experiences reduce friction in the customer journey, leading to higher satisfaction levels.    – Customers appreciate a hassle-free process, from initial interaction to post-purchase support. Building Trust and Credibility:    – Consistent interactions across channels create a sense of reliability.    – Trust is a cornerstone of brand loyalty, and a seamless journey fosters trust by meeting customer expectations. Positive Brand Perception:    – A smooth and cohesive experience contributes to a positive brand image.    – Customers are more likely to view the brand favorably, which influences their decision to engage and remain loyal. Increased Customer Loyalty:    – When customers consistently enjoy a frictionless journey, they are more likely to stay loyal to the brand.    – Loyalty arises from the predictability and comfort of a brand meeting or exceeding expectations. Reduced Customer Churn:    – A seamless journey addresses pain points, reducing the likelihood of customers seeking alternatives.    – Customers are less inclined to explore competitors when their needs are consistently met. Word-of-Mouth Advocacy:    – Satisfied customers become brand advocates, sharing positive experiences with their network.    – Word-of-mouth marketing, facilitated by seamless journeys, contributes to organic brand growth. Repeat Business Opportunities:    – Customers who have a positive and easy experience are more likely to make repeat purchases.    – A seamless journey encourages customers to return, contributing to sustained business growth. Adaptability to Evolving Expectations:    – Brands that prioritize a seamless journey demonstrate adaptability to changing customer preferences.    – This adaptability ensures that the brand remains relevant and resonant over time. A seamless customer journey is a catalyst for customer satisfaction and loyalty. By prioritizing consistency and removing obstacles from the customer experience, brands can establish themselves as trustworthy, reliable, and customer-centric entities in the eyes of their audience. Common hurdles businesses face when adopting omnichannel strategies Technological barriers: Integrating different systems and technologies can be challenging, especially when they are not designed to work together. This can lead to data silos and inconsistencies, making it difficult to provide a seamless experience for customers. Data synchronization: Keeping data in sync across different channels can be a challenge. This is especially true when businesses have multiple systems that store customer data. Inaccurate or inconsistent data can lead to poor customer experiences. Customer experience: Providing a consistent experience across all channels can be difficult. Customers expect a seamless experience, regardless of the channel they choose to engage with. Businesses need to ensure that their omnichannel strategy is designed to meet these expectations. Channel conflicts: Different channels may have different goals and objectives, which can lead to conflicts. For example, a business may want to drive more traffic to its website, while a retail partner may want to drive more traffic to its physical store. These conflicts can be difficult to manage and can lead to poor customer experiences. Supply chain management: Managing inventory across different channels can be challenging. Businesses need to ensure that they have the right products in the right place at the right time. This requires a high level of coordination and visibility across the supply chain. Tips for businesses looking to implement omnichannel solutions effectively Understand your customers’ needs: Before implementing an omnichannel solution, it’s important to understand your customers’ needs and preferences. This will help you identify the channels that are most important to them and ensure that your omnichannel strategy is aligned with their expectations. Integrate your channels: Integrating your channels is key to providing a seamless customer experience. This means ensuring that your website, social media, mobile app, and other channels are all connected and share data. This will allow you to provide a personalized experience to your customers, regardless of the channel they choose to interact with you on. Invest in the right technology: Implementing an omnichannel solution requires the right technology. Make sure you invest in a platform that can integrate all of your channels and provide you with the data you need to make informed decisions. Measure your success: Finally, it’s important to measure the success of your omnichannel strategy. This will help you identify areas for improvement and ensure that you’re providing the best possible experience to your customers. Leveraging Locobuzz’s Omnichannel Solution Unified Consumer View: AI-powered analytics in Locobuzz enables the creation of a unified view of consumers. By aggregating data from various channels, it offers a comprehensive understanding of customer interactions, preferences, and concerns. Social Listening with Real-time Response: Locobuzz’s Social Listening feature, enhanced by AI, ensures that brands are present and active across all relevant digital channels. AI algorithms monitor social updates, analyze sentiment, and facilitate real-time responses to customer concerns, contributing to an immediate and personalized customer experience. Customer Profiles for Personalization: The CRM systems in Locobuzz powered by AI provide rich customer profiles. With cross-channel interaction history, sentiment insights, and keyword analysis, businesses gain valuable insights for personalized engagement and support. Effective Contextual Engagement: AI-driven analytics in Locobuzz enables effective contextual engagement by providing a systematic ticket-view timeline. Agents have quick access to customer details, conversation history, sentiment scores, and NPS, facilitating a 360-degree view for informed and personalized interactions. Modern Communication Channels: Locobuzz supports modern communication across multiple digital channels, enhancing the overall customer experience. AI facilitates intuitive chat windows, quick chat snippets, and insights into the case details, allowing agents to efficiently assist customers while maintaining a personalized touch. Ticket Management for

Online reputation management is a lifesaver when things go wrong for brands and personalities. While scandals and bad PR are as old as time, they have only taken a more serious turn with the advent of social media. Today, the past can be dug up easily, and bad news spreads like wildfire in seconds. For instance, a major consumer brand landed in a PR soup some time ago when a leading environmental activist accused the company of its harmful environmental practices. Instead of addressing the issue, the accused company remained mum, which impacted its engagement dramatically, dropping it to an all-time low. This is a clear example of how one negative review, comment, or share can impact a brand’s reputation. Online reputation management is not a fancy word but a practice that nudges brands to acknowledge the problem at hand. Some brands are huge conglomerates that may not run out of business due to questionable reputations. However, if a comparatively smaller business is stuck in the whirlwind of negative comments and reviews, it can harm the overall image and impact the revenue as well. One such example is an Indian brand, Avimee Herbal, amidst bad reviews and comments. Most of these complaints were around delayed deliveries due to mismanaged inventory and logistics since they were just starting out. However, with proper communication and tireless efforts, the brand managed to bring itself to the top, demonstrating the power of good service and clear communication. Stepping up your online reputation We know that having a positive online reputation is essential for your business growth, but if we break it down, it is also important for: Getting the right talent that can help scale your business. Bringing in relevant partners who want to grow alongside you. Creating the right buzz and improving your brand recall Defining your core values, like sustainability, empathy, etc., that will help you connect with your target audience.  Every brand wants to hit the sweet spot but often gets confused about getting started. It is easy to confuse ORM with PR because of the overlap, but they are different.  PR is about building and maintaining relationships and using those to build a brand presence online and offline. This involves media relations and journalistic knowledge. However, online Reputation Management depends not on relationships but on interactions with consumers, media, and partners online. These interactions can be in the form of tech support, conflict resolution, updates and much more.  However, it is crucial to maintain a positive tone while interacting with customers on chat, call or via social media. This follows suit even if they are making false claims or an error on their part. In such cases, you can point out their mistakes gently and offer a resolution immediately. Such an approach ensures that your brand is not falsely accused of disservice or mismanagement and is considered a problem solver. The Influence of Online Reputation on Consumer Behaviour If you have used food delivery or cab services, chances are your service provider would have requested for a ‘good’ rating. This is not unusual in such sectors because ratings and reviews help push their profiles up and get more business. Something similar happens when brands receive positive reviews. Websites like Yelp lit the matchstick under the Review bonfire, and things have never been the same for small and large businesses. Positive reviews on Yelp have helped businesses scale multi-fold (Even a one-star increase may leapfrog the business revenue by 9%) while negative reviews have influenced consumer behaviour and reduced footfall. However, negative reviews have been the fodder for good publicity. Here’s one example of turning negative reviews into their superpower. This 10-year-old clapback to a Yelp review still garners laughter from viewers. While this is not online, this can be a great example of how a brand can turn negative situations around. However, turning a negative review into humour might not be received kindly by many online viewers today. So think long and hard about the repercussions and take the step if the damage is zero to minimal. A company’s online reputation, which includes its reviews, social media presence, and overall online image, can influence consumer decisions in several ways: Trust and Credibility: Consumers tend to trust businesses with positive customer experiences. When a company has a strong online presence with favourable reviews and a well-maintained website, potential customers are likelier to view the business as trustworthy. On the other hand, negative online feedback or a lack of online presence can raise doubts about a company’s credibility. Decision-Making: Consumers often consult online reviews and ratings before purchasing. Positive reviews can act as social proof, reassuring potential customers that they are making the right choice. Conversely, negative reviews or a poor online reputation can deter customers from purchasing. Brand Perception: A company’s online reputation can shape how consumers perceive its brand. A positive reputation can lead to a more favourable brand image, while a negative reputation can damage the brand’s perception. This perception can influence long-term customer loyalty and brand advocacy. Online Visibility: Companies with strong online reputations are more likely to appear in search engine results and social media feeds, increasing their visibility to potential customers. This increased visibility can drive more organic traffic and lead to a higher likelihood of consumer engagement. Competitive Advantage: Businesses with a positive online reputation often have a competitive advantage over those with a less favourable reputation. Customers are more likely to choose a business with a good reputation over its competitors, even if they have similar products or services. Customer Retention: Maintaining a positive online reputation is not only about acquiring new customers but also retaining existing ones. Satisfied customers are more likely to continue doing business with a company they trust, and a positive online reputation can reinforce that trust. Steps to Manage Crisis, and Improve Your Online Reputation Brand leaders will cringe when they hear about this disaster case of bad PR and reputation management. It was the year 2016 when

Online reputation management (ORM) is a vital aspect of business success in the digital age. Customer reviews have become a powerful tool for businesses to manage their online reputation. 88% of consumers trust online reviews as much as personal recommendations. These miniature narratives wield unparalleled influence in shaping and fortifying your online presence. Beyond mere endorsements, they are the heartbeat of your brand’s credibility. Discover the transformative power that lies within the words of your satisfied clientele. Impact of Positive Reviews Positive reviews can boost credibility and attract new customers, while negative comments and reviews can impact a company’s online presence. In India, where the e-commerce industry and online businesses are thriving, the power of customer reviews in shaping a company’s online reputation is undeniable. Role of Customer Reviews Customer reviews play a pivotal role in influencing the buying decisions of Indian consumers. Many potential customers rely on reviews to assess the quality, trustworthiness, and credibility of a product or service. Positive reviews can instill confidence in your brand, while negative ones can raise concerns. To improve online reputation, businesses should actively manage and encourage positive customer reviews. Fueling the feedback loop by promoting your reviews and requesting reviews from your customers can help you address specific issues and demonstrate your commitment to customer satisfaction. Importance of Listening to Negative feedback Negative reviews, while challenging to deal with, can offer valuable insights for improvement. By listening to customer feedback and making improvements accordingly, you can not only address specific issues but also demonstrate your commitment to customer satisfaction. In addition to managing customer reviews, businesses should also respond professionally and constructively to negative reviews. Addressing negative feedback is a critical aspect of online reputation management. Responding to negative reviews can help you neutralize negative comments online and give prospective customers a genuine sense of what to expect from your services. Quality of being trusted Credibility is crucial in the business world, and customer reviews can bolster or undermine it. When a company accumulates a substantial number of positive reviews, it not only builds trust but also establishes itself as a credible and reliable choice for customers. For Indian businesses, a strong online reputation built on credible customer reviews can be a significant competitive advantage. Search engine rankings are closely linked to online reputation. Positive customer reviews can boost your business’s search engine ranking, making it more visible to potential customers.When your website and product pages are filled with authentic, positive reviews, you are more likely to appear at the top of search engine results. This can significantly increase your website traffic and customer acquisition. Negative reviews, while challenging to deal with, can offer valuable insights for improvement. In India, businesses often face unique challenges and consumer expectations. Negative feedback can help businesses identify areas where they need to enhance their products or services. User Generated Content By listening to customer feedback and making improvements accordingly, you can not only address specific issues but also demonstrate your commitment to customer satisfaction.Customer reviews provide valuable user-generated content that can enrich your website and online presence. This content, including customer testimonials, can be showcased to highlight your strengths and engage potential customers. User-generated content is often seen as more authentic and trustworthy than branded content, making it an essential component of Indian ORM.Addressing negative feedback is a critical aspect of ORM. In India, where businesses often have to manage diverse customer bases with varying expectations, it’s crucial to respond professionally and constructively to negative reviews. Responding to negative feedback can help you neutralize negative comments online and give prospective customers a genuine sense of what to expect from your services. Locobuzz for Timely and Effective Customer Feedback Management Say goodbye to sluggish customer feedback management and hello to swift, effective responses with Locobuzz’s Response Genie! This game-changing feature allows you to automate your responses, ensuring timely communication with your customers. It uses your brand-specific information from the Knowledge Base to create responses that are not just accurate, but also perfectly aligned with your brand’s personality. What’s more, Response Genie offers personalization, allowing you to tailor your messages to individual customer queries. It also boasts multilingual capabilities, ensuring you can connect with customers across the globe. And the best part? It’s designed to save your customer support team time and effort, generating quick and precise responses that boost customer engagement and satisfaction. But that’s not all. Response Genie continuously learns and evolves from past interactions, making your customer support operations more efficient and effective over time. So, if you’re looking to take your customer experience to new heights, Locobuzz’s Response Genie is the tool you need. Conclusion In conclusion, customer reviews are a potent force in online reputation management. By actively managing and encouraging positive customer reviews, businesses can guide consumer behavior in their favor, establish themselves as a credible and reliable choice for customers, and improve their search engine rankings. Negative reviews, while challenging to deal with, can offer valuable insights for improvement. By listening to customer feedback and making improvements accordingly, you can not only address specific issues but also demonstrate your commitment to customer satisfaction. ORM is a continuous process, and businesses should strive to maintain a positive online reputation by actively engaging with their customers and responding to their feedback.

It’s easy to forget the importance of human connection. But, as it turns out, customers still crave that personal touch is necessiary. According to a PwC report, a whopping 82% of consumers want more human interaction. This statistic highlights the fact that, despite the convenience of digital channels, customers still value the warmth, empathy, and understanding that only a human connection can provide. As businesses strive to meet the evolving needs of their customers, it’s important to remember that the human touch still matters. The importance of monitoring and responding to customer feedback in real time cannot be overstated. It’s a practice that can make or break a company’s success, and here’s why…. The Benefits of Real-Time Customer Feedback Improved Customer Satisfaction and Loyalty Happy customers are the lifeblood of any business. When you monitor and respond to customer feedback in real-time, you’re showing your customers that you care about their opinions and experiences. This not only makes them feel valued, but also increases their satisfaction and loyalty to your brand. It’s like having a direct line to your customers’ hearts! Increased Sales and Revenue When customers are satisfied and loyal, they’re more likely to make repeat purchases and recommend your brand to others. Real-time feedback allows you to quickly address any issues and make improvements that will keep your customers coming back for more. It’s like having a magic wand that can boost your sales and revenue! Enhanced Brand Reputation and Image In the age of social media, a positive or negative review can spread like wildfire. Monitoring and responding to customer feedback in real time allows you to address any negative comments and turn them into positive experiences. This not only protects your brand reputation but also enhances your brand image. It’s like having a shield that can deflect any negative energy coming your way! Faster Identification and Resolution of Issues No business is perfect, and issues are bound to arise. However, real-time feedback allows you to quickly identify and resolve any problems before they escalate. This not only saves you time and resources but also shows your customers that you’re proactive and committed to providing excellent service. It’s like having a crystal ball that can predict and prevent any potential issues! Strategies for handling negative feedback and turning it into positive experience Negative feedback can be challenging to receive, but it can also be an opportunity for growth and improvement. Here are some strategies that can help you handle negative feedback and turn it into a positive experience: Listen actively: Listen carefully to the feedback and try to understand the other person’s perspective. Avoid getting defensive or making excuses. Instead, ask questions to clarify the feedback and show that you are taking it seriously .   Stay calm and professional: It’s important to remain calm and professional when receiving negative feedback. Avoid reacting emotionally or lashing out at the other person. Instead, take a deep breath and respond in a calm and respectful manner .   Thank the person for their feedback: Express gratitude for the feedback and acknowledge the other person’s effort in providing it. This can help to build trust and rapport with the other person    Take time to reflect: Take some time to reflect on the feedback and consider how it can be used to improve your performance or behavior. Identify specific actions that you can take to address the feedback and make changes.   Follow up: If appropriate, follow up with the other person to let them know how you have addressed their feedback. This can help to demonstrate your commitment to improvement and build trust with the other person. Negative feedback can be an opportunity for growth and improvement. By handling it professionally and constructively, you can turn it into a positive experience that helps you to become a better person or professional. Locobuzz for Timely and Effective Customer Feedback Management Say goodbye to sluggish customer feedback management and hello to swift, effective responses with Locobuzz’s Response Genie! This game-changing feature  allows you to automate your responses, ensuring timely communication with your customers.  It uses your brand-specific information from the Knowledge Base to create responses that are not just accurate, but also perfectly aligned with your brand’s personality. What’s more, Response Genie offers personalization, allowing you to tailor your messages to individual customer queries. It also boasts multilingual capabilities, ensuring you can connect with customers across the globe. And the best part? It’s designed to save your customer support team time and effort, generating quick and precise responses that boost customer engagement and satisfaction. But that’s not all. Response Genie continuously learns and evolves from past interactions, making your customer support operations more efficient and effective over time. So, if you’re looking to take your customer experience to new heights, Locobuzz’s Response Genie is the tool you need. It’s the missing piece of the puzzle that will transform your customer interactions into extraordinary experiences. Don’t miss out on the opportunity to supercharge your customer support. Try Response Genie today!

Scenario Sarah is the Customer Experience Manager at TechSolutions Inc., responsible for optimising the use of ResponseGenie in improving customer support processes. Here’s how she can leverage ResponseGenie: Understanding the need for personalisation and standardisation Sarah recognises that while ChatGPT can respond as per the prompts, it needs to understand her brand’s unique characteristics. It can be challenging to maintain a consistent brand tone while ensuring personalisation. ResponseGenie connects the quick responsiveness of ChatGPT with Locobuzz’s ResponseGenie to craft relevant and brand-centric responses that will add value to customer conversations. Building the knowledge base So, how will ResponseGenie gather relevant information for Sarah? Before leveraging ResponseGenie for customer support, Sarah needs to invest time in building and maintaining the Knowledge Base within the Locobuzz platform. She inputs brand-specific information, guidelines, and frequently asked questions (FAQs). This knowledge base serves as the foundation for Response Genie to formulate or refine responses. Responding to customer query Sarah receives a customer query: “How do I check the status of my refund?” She inputs the query into ResponseGenie. The tool sifts through the Knowledge Base, curating a response tailored to the customer’s question and aligned with the brand’s tone and guidelines. Improved personalisation and efficiency Sarah reviews the response. She appreciates that it’s accurate and maintains the brand’s tone, providing a personalised experience for the customer. Enhanced productivity and customer engagement TechSolutions, like a similar digital industry leader, experiences a high volume of customer queries. With ResponseGenie‘s assistance, customer support agents can provide more effective and efficient responses, even under pressure. The results are: Productivity surges due to quicker and more accurate responses. Increase in customer engagement rates as clients receive responses that are not only more relevant but also highly valuable, driving increased app usage and transactions. Continuous improvement and adaptation Sarah continuously monitors the data and feedback received from customers. ResponseGenie learns from this data and evolves, ensuring that it becomes even more proficient in providing tailored brand-appropriate responses. By utilising ResponseGenie, Sarah effectively bridges the gap between her brand’s knowledge and ChatGPT, enhancing personalisation, standardisation, and overall efficiency in customer support. The tool saves time and contributes to increased customer engagement and satisfaction, driving TechSolutions’ success in the digital industry. Final takeaway   If you are a customer experience executive or a manager, you understand the importance of leveraging automation to improve your team’s productivity. With ResponseGenie’s auto-response generator capabilities, you can rest easy and empower your team with time and space to focus on critical cases. Optimise Your Customer Experience with ResponseGenie Talk to our experts!

75 Online Reputation Management Statistics Online reputation management is a multifaceted process that plays a crucial role in shaping how your brand is perceived in the digital world. Online reputation management is a multifaceted approach that encompasses social media monitoring, review management, content creation, SEO, crisis management, customer engagement, and influencer partnerships. Whether you’re a startup or an established business, managing your online reputation is the first step towards building trust, credibility, and brand loyalty. Below are the 100 starts to guide you on this essential journey. Dont miss to check the lesser known stats on ORM at the end of this blog. Happy Reading! Online Reputation through Review Management The 76 Percenters make key groups such as employees and investors aware of the company’s reputation.  93% of people read online reviews before making a purchase. 98% of people report reading online reviews about local businesses. Over 90% of people report that positive reviews make them more likely to frequent a business, and 86% feel that online business reviews are as trustworthy as personal  recommendations from friends or family. Businesses risk losing 22% of customers when potential customers find one negative article on the first page of their search results, according to a study. It’s a myth that people only leave reviews when they’re very happy or very upset; only 4% of consumers have never left a review. Almost 75% of all online reviews are left on Google. While you may not be able to control what people say about you, you can have a positive impact by maintaining and monitoring your Google My Business (GMB) profile. 90% of consumers read just 10 reviews or fewer before they feel that they can trust a business (vs. 87 percent in 2015). 32% of consumers form an opinion by reading one to three reviews. 68% of consumers form an opinion by reading one to six reviews. 87% of people want to see three- to five-star reviews about a business before they will consider using them. Of the consumers surveyed, only 14% would consider using a business with a one- or two-star rating. Google is the most popular online review platform. 59 percent of consumers use it to read reviews. In 2022, Trader Joe’s took the top spot as the most reputable corporation in the United States, with an index score of 82.4 points based on consumer perception of the brand.  Only 48% of online users would consider using a business with an average rating under 4 stars, and only 19% of online users would consider a business with an average rating under 3 stars. 85% of consumers trust a corporation with a positive reputation. 92% of consumers are less likely to frequent a business after reading negative reviews.  Businesses risk losing 22% of business when potential customers find one negative article on the first page.  46% of consumers turn to Facebook to learn more about a business, followed by YouTube (35%), Instagram (32%), and TikTok (20%).  Businesses that have already experienced a crisis say the most important lessons they’ve learned or would do differently are doing more to identify crisis scenarios (34%), executing a more timely and robust communications plan (29%), and communicating more effectively with employees (29%). Only 1 or 2 star reviews failed to convert 86% of prospective consumers. Only 16% of shoppers polled stated they don’t trust internet reviews. Before considering utilising a business, 87%  of respondents want to read three to five-star evaluations. Positive customer evaluations make 68% of individuals more inclined to utilise a local business. A reputable blogger influences 44% of social media aware women’s purchasing decisions. 41% of individuals who buy a product say they merely came upon it and hadn’t considered buying it or something similar.  Almost 75% of all online reviews are left on Google. While you may not be able to control what people say about you, you can have a positive impact by maintaining and monitoring your Google My Business (GMB) profile. Online Reputation through Content Creation In 2021, more than half of marketers included graphics in more than 91% of their content. 79% of individuals feel UGC has a significant effect on their shopping decisions. When it comes to purchase decisions, consumers regard UGC to be 9.8x more influential than influencer content. More than half of marketers believe that visual content is critical to their marketing approach according to Vanngage Social media campaigns that include user-generated content receive 50% higher engagement.

Amidst the ever-changing terrain of contemporary commerce, upholding robust customer connections stands as a pivotal facet of triumph. Customer Relationship Management (CRM) has surfaced as an indispensable instrument for brands to forge, involve, and fathom their patrons on a more profound plane. Within this digital epoch, where every interaction holds significance, the significance of CRM looms large. CRM in Modern Day Business In today’s business landscape, the adoption of Customer Relationship Management (CRM) systems has become ubiquitous. Almost every business leverages CRM to manage interactions, streamline processes, and foster meaningful customer relationships. CRM systems serve as centralized repositories, housing a wealth of customer information, interactions, and insights. While it’s true that most businesses are equipped with a CRM, the significance lies in how these systems are harnessed to enhance customer experiences and drive growth. Integrating Social Data with CRM Every tweet, comment, and like holds the potential to shape brand perceptions, harnessing the power of social data has emerged as a game-changer for brands seeking to build meaningful connections. Enter Locobuzz, a visionary leader in the realm of Customer Experience platforms, poised to bridge the gap between the invaluable insights from social interactions and the structured efficiency of CRM systems like never before. Social data carries the pulse of these interactions, offering insights into customer preferences, pain points, and trends in real-time. But for businesses to truly harness this treasure trove of information, a seamless integration with CRM systems is a must-need in modern-day business. Social interactions offer unfiltered glimpses into customer preferences and emotions. Integrating this with CRM data results in a 360-degree view, enabling businesses to personalize interactions by responding promptly to each customer that is present in the CRM database. This social data does not only count on the current social data present but even goes far behind to collect the historical data of the customer. A Revolution in Customer Understanding Today, customers wear their opinions on their digital sleeves, and mining social data is a goldmine of insights waiting to be explored. Locobuzz’s innovative approach seamlessly integrates these social insights into your CRM system, revolutionizing how brands understand and engage with their audience. Let’s take a quick look at how businesses can benefit from intertwining social media data with CRM: Gain a Holistic View Traditional CRM systems offer a snapshot of customer interactions that are strictly transactional. However, when integrated with social insights, this picture evolves into a dynamic tapestry that captures the essence of customer behavior and sentiment. Brands gain a panoramic view of each customer’s journey, understanding not just what they buy, but why they buy, what they discuss, and how they feel. This profound understanding lays the foundation for building meaningful relationships, as businesses can now engage customers on a personal level, resonating with their desires and preferences. Case Study: A retail brand integrated social media interactions with CRM data. They discover that a customer who frequently engages with their posts is passionate about sustainability. Armed with this insight, they tailor their communications to highlight eco-friendly products, deepening the customer’s loyalty. Fuel Hyper-Personalization The modern customer craves personalization – experiences that cater to their individual needs and aspirations. Social media data offers a treasure trove of clues about individual preferences, from favourite products to communication styles. By tapping into this wealth of information, brands can craft messages and offers that speak directly to each customer’s heart. The result? Hyper-personalized experiences that show customers they’re not just another number. The loyalty that stems from this level of personalization can’t be understated; customers are more likely to stick around when they feel understood and valued. Imagine a cosmetics brand that seamlessly integrates social media interactions with its CRM system. They notice that a customer frequently engages with their posts related to cruelty-free and vegan products. By combining this insight with past purchasing behaviour, the brand crafts personalized emails showcasing its latest line of ethical beauty products. The customer greeted with a selection perfectly aligned with their values, not only makes a purchase but also becomes a vocal advocate for the brand on social media. This demonstrates how the fusion of social data and CRM can convert customer interests into meaningful interactions that drive loyalty. Spot Trends in Real-Time Spotting trends in real-time refers to the ability of businesses to identify emerging patterns, shifts in customer behaviour, and changing sentiments as they happen. This is particularly relevant in the fast-paced world of social media, where conversations and trends can gain momentum rapidly. By integrating real-time social data streams with a CRM system, businesses can gain immediate insights into customer conversations, reactions, and preferences. This empowers them to respond quickly to emerging opportunities, adapt marketing strategies, and make informed decisions. The benefit of spotting trends in real-time is the competitive advantage it provides by enabling businesses to stay ahead of the curve and cater to customer needs as they evolve. Let’s consider an exampleConsider an electronics manufacturer that integrates live social data feeds into their CRM. During a product launch, they notice an unexpected surge in social media conversations discussing a particular feature that wasn’t heavily marketed. Recognizing an opportunity, the marketing team quickly adjusts their social media content to spotlight this feature. They also collaborate with their product development team to enhance the feature based on the feedback. As a result, the product gains buzz, positive reviews, and increased sales. Enhance Issue Resolution Every customer interaction is an opportunity – an opportunity to provide exceptional service and turn potentially negative experiences into positive ones. Social data provides context that enables customer service teams to approach issues holistically. Armed with the bigger picture of a customer’s interactions, support agents can understand the underlying reasons for problems and address them comprehensively. This not only leads to faster resolution but also showcases a brand’s commitment to understanding and solving customer pain points. Example A hospitality brand that uses Locobuzz intigrated its social data and CRM data. When a customer tweeted about a negative experience, the support team was