Online Reputation Management - The Ultimate Guide

The current statistical analysis confirms that a total of 5.03 billion people have access to the internet across the globe. This figure represents 63.1 percent of the world’s population. 

The surge of internet users has made it mandatory for companies to have a smart online presence to capture great customer growth. Companies get help from different management tools to keep the business running smoothly. These include social media chatbots, social media management tools, omnichannel solution providers, etc. 

Online response management, or ORM, is a term used in digital marketing to describe a management tool that enables a firm to successfully manage its online image and reputation. 

The digital era has made online brand reputation a significant component of a business since it plays a major role in elevating the customer experience.

Table of Contents

What Is ORM?

If you want to grow your business online, it is mandatory to give close attention to leveraging the brand’s online image and appearance. This entails concentrating on social media sites like Facebook, Instagram, and YouTube since these sites have the most potential customer traffic. 

It includes addressing and swapping out negative information about your brand posted on social media because it may hurt the reputation of your brand. Additionally, using customer reviews to solve issues effectively before they diminish the brand’s reputation is also important to growing your business. Replying to customers with honesty and enthusiasm while adhering to brand guidelines is also a crucial part of ORM. 

ORM is a perfect approach to perform these tasks boosting the brand’s online image. 

What online reputation management does?

Analyze customer reviews on Google, Yelp, Facebook, and more. Improve your business’s Google ranking to improve search results and rank for keywords.

Aggregate your existing customer reviews and incorporate them into a rating system. Provide positive customer service by responding quickly to negative reviews. Manage customer complaints and block negative reviews from being posted.

Prevent your customers from writing negative reviews of you to Google and other major review sites. Improve your social media presence. Monitor customer interactions across various social media platforms, including Twitter, Facebook, and Instagram.

Grow your customer base through inbound and outbound customer relationships.

What is the Role of ORM in Making Digital Marketing Successful?

One of the primary goals of making a digital marketing approach successful is to increase customers’ trust in a particular brand. ORM helps in building customers’ trust by maintaining a brand’s reputation.

Here is a glimpse of the things that ORM maintains to make a digital marketing approach successful:

  • ORM helps in strategizing the right kind of digital marketing approach to tracking and enhancing online perceptions of your company as per customer views.

  • Digital marketing aims to reach potential customers by employing the right strategies. ORM enables companies to establish positive online relationships with potential clients. This helps to make the digital marketing strategy even more successful.

  • ORM aids in maintaining the customer service experience of a brand to make its digital marketing strategy successful by creating a trustworthy brand image.

Why businesses should use ORM? 

There are several reasons why you might want to use ORM (Online Reputation Management) for your business:

 ORM Protects your brand

 ORM helps you to identify and address negative comments or reviews about your business that may appear online. By monitoring your online reputation, you can quickly respond to any negative feedback and address any concerns that customers may have. This can help to mitigate the damage that negative comments can cause to your brand’s reputation.

Improves search results

 One of the main benefits of ORM is that it can help to improve your search engine rankings. By promoting positive content about your business, such as positive reviews and customer testimonials, you can push down negative content in search results. This can make it more likely that potential customers will find your website when they search for your products or services.

Increases conversions

 Positive reviews and comments can increase trust and credibility in your brand, which can lead to increased conversions and sales. When potential customers see that others have had positive experiences with your business, they will be more likely to make a purchase.

Provides valuable customer feedback

 ORM can help you to gather valuable customer feedback and insights. By monitoring online reviews and comments, you can identify common issues or concerns that customers have and use this information to improve your products or services.

Builds and maintain trust

 By addressing negative reviews, feedback and comments with proactive actions and efforts, it demonstrates that you care about the customer’s experiences, this in turn builds trust with current and future customers. This is especially important for small business and local business to maintain the trust of the local community.

Overall, ORM is an essential component of a successful digital marketing strategy, as it helps you to protect and promote your online reputation, which can have a significant impact on your business’s bottom line. 

By using ORM techniques and tools, you can ensure that your business is presenting in the best light possible to potential customers, which can help to increase conversions, sales, and revenue.

How is Online Reputation Management important for every business?

Businesses are increasingly using social media and the web to improve customer engagement. Unfortunately, this is not always a positive experience as negative comments can sometimes be detrimental to businesses, with online reviews providing a snapshot of the most common complaints.

In many ways, social media has made customer engagement easier – customers can more easily connect with a company and share their thoughts, so SMBs must be able to handle this communication to help them to stand out in the crowd.

However, managing online reputation is a serious business and it’s all too easy for your customers to put your business down. Regardless of the size of your company, customers do have a voice.

How is It Possible to Improve Customer Experience Through ORM?

Any company that wants to establish a strong presence in the online medium invests in online response management techniques to organize the data and gain practical insights from it. These insights work wonderfully to capture the customer experience. 

Since ORM is responsible for maintaining a brand’s online image, it directly impacts the digital customer experience. It is possible to improve customer experience through ORM by posting engaging social media content, product reviews, and product details, addressing the negative reviews, and connecting with customers to offer a meaningful solution.  

The benefits of using online reputation management tools

  1. It boosts sales
  2. It helps to build a brand image
  3. Improves visibility
  4. Builds trust and credibility
  5. Brand monitoring

It boosts sales

Before making a decision to buy a product or service, consumers usually search online. And before buying from a particular brand, read online reviews to see what people are saying about the brand and its products and services.

Companies with excellent online reviews tend to attract more users. Companies that are perceived negatively or have a lot of negative feedback miss out on great advantages and opportunities. For this reason, businesses should seek positive feedback online.

It helps to build a brand image

Once negative brand information is shared online, customer loyalty is usually destroyed. This can have a negative impact on the business. The respect they have earned over years of work can be lost for a moment.

But an effective online reputation management strategy can help companies build their brand image. By regularly monitoring responses through one of their communication channels, companies can build the brand image they want.

Improves visibility

Having a well-designed and content-rich company website or blog means visibility on the Internet is very important. These online channels are integrated into social media platforms such as Facebook, Twitter, and YouTube. All of these platforms are excellent marketing channels.

However, they do need proper management to handle the daily activities of consumers. Online reputation management software is the best solution to manage these regular consumer activities.

Builds trust and credibility

The internet, especially social media platforms, allows users to express opinions about anything. People tend to buy from brands they trust. Trust is very important for any business. Therefore, companies need to find ways to build trust with their customers.

One of the best ways to achieve this is to avoid negative reviews. No customer wants to be associated with a company that is viewed negatively by the public.

Effective online reputation management software ensures that only content that allows the brand to enter social websites and search engines.

With online reputation management software, businesses can choose what they want the public to see rather than leaving web content unattended.

In addition, content consistency should be practiced as different and inconsistent content on different web platforms can affect trust.

A Quick Discussion About the Best Customer Experience Management Tools to Improve ORM

Locobuzz provides a unified CX management platform to help enterprises receive empowering business insights, customer response, customer journey mapping, competitive market perspectives, and business success rates. Its new-generation management approach and online response management system transform your company by helping you prevent a crisis with the help of analytics and crisis-centric data.

Zendesk offers an end-to-end view of customer engagement across all social media and other communication channels. It boosts the customer experience, ensuring the sustainable growth of a business.

Gathering insightful customer data helps a company to do better with customer experience. Salesforce Marketing Cloud’s insightful customer data makes their customer experience tool impactful.

Why Locobuzz has the best ORM tool?

Locobuzz provides a comprehensive and feature-rich ORM platform that allows businesses to take total command of their brand’s image and reputation. The platform offers real-time analysis and detailed insights into customer feedback and perceptions, allowing businesses to engage with their customers and prevent potential crises. 

With Locobuzz’s ORM capabilities, businesses can monitor and respond to customers on key social platforms and digital sources, providing the ability to manage their brand’s reputation in real-time.

 Additionally, the platform offers the ability to conduct competition benchmarking, providing detailed insights into how competing brands operate, giving a business an edge to build their own strategic brand narrative. 

The platform also offers crisis management capabilities, providing rich analytics, alert mechanisms and crisis-centric data to handle negative chatter and prevent a widespread crisis. 

With its feature-rich and intuitive design, Locobuzz’s ORM platform provides the tools and capabilities needed for businesses to effectively manage and improve their online reputation. 


Recent statistical analysis shows that digital marketers have gained a 25% increase in sales by investing in ORM. This has been possible because implementing the right ORM strategies helps to do better with customer experience. ORM helps to identify the negative responses and to work with the issues involved. This leads to a better customer experience opportunity. 

Locobuzz’s online response management system can help to keep your business customer-friendly, elevating customer experiences.

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