Reputation management has always been a big part of a company’s portfolio, and in the online world, the responsibility has become enormous. Customers no longer need to wait for a newspaper to publish their complaint, they can go to a website and write a scathing review when the emotions get the better of them. There are sites designed purely for reviews and there are social platforms making these reviews viral, impacting a company’s reputation. No brand or business, looking to be big and successful, can manage without hiring online reputation management services, not today, and especially not in 2018.
Here are some benefits that an ORM services can offer you:
Customer’s reviews - As mentioned above, the platforms allowing customers to vent their anger and frustration has increased, giving the competition the freedom to share these reviews. Keep in mind that internet users across the globe are increasing, and more people in 2018 will exercise their right to share their experiences on an online platform. A business can no longer survive by a telephonic apology, ORM services are needed to remove the reviews, create positive content, be empathetic to correct negative reviews, and most importantly, let other consumers watching know that their grievances will always be addressed
Global impact - With the Internet, the world is now a global village, and a negative review or comment or article ranking on top of SERPs can be viewed by the global customers. Therefore, the need to have good-quality and positive content to rank on top of the SERP pages is a necessity, especially for service oriented services such as hospitality, digital marketing, exporters, fashion, industrial goods, etc.
Manage the damage - Managing the damage created by a flurry of negative activity can be a difficult task for a company. Let’s say, the kitchen staff at a hotel inadvertently serves a raw chicken sandwich to a guest at 2.00 am and the guest tweets the experience with pictures. For an established brand, this means losing loyal customers, and for an upcoming boutique hotel, it is losing potential business. There are ORM companies specializing in hotel reputation management, and they are present online 24-hours to be instantly alerted if such a negative post goes out and address the issue instantly.
Staying ahead of the competition - Staying ahead of the competition is another benefit of hiring online reputation management services. It is a simple theory, the customer is king, and if the king is happy, the need to move to the competition does not arise. Additionally, when customers are writing positive reviews about a product, service or an experience, other potential customers from across the world are reading these reviews and becoming interested. As traffic to a company’s website increases, the competition is left behind.
In 2018, online reputation is going to be a must for small and big companies across industry verticals. The choice is to manage it in-house or hire ORM services of a company, experienced and established in the field. The service providers are there not only to manage and remove negative reviews and perceptions, but build and promote positive values around a brand or business.