Online Reputation Management (ORM) consists of Renaissance monitoring, improving, and maintaining the publicly available online information about your businesses and managing your digital footprint. Online Reputation Management (ORM) involves placing new reviews online that will push old, or unwanted reviews lower in search results. It can also raise other online content higher to displace unwanted material.
Management, repair, and monitoring of information that is publicly available online about your business, allows you to take ownership of your reputation. When you do not take an active role in determining what information about you appears online, others may make that decision for you. That is why it is important to take the first step of knowing what information about you exists online. Most reputation problems start because the consumer is not effectively able to communicate with the business or individual. In frustration, they turn to channels like Google or complaint sites. To help combat this, Renaissance can help you by:
• Responding to inquiries / queries within 24 hours
• Inform users that you will respond back to them within a specific time frame
• Provide multiple forms of contact information
The Renaissance Reputation Management program sets up alerts and feeds to catch every mention of your company, brand, domain, etc. You want to receive notifications before a problem escalates or enters the top of search results.
As your online presence grows, you will find that there is more to keep track of. Renaissance will help you to monitor and manage it to prevent potential problems. The following are critical to the success of your business:
• Being accessible to your consumers
• Owning your negatives
• Responding to criticism
• Responding to consumer service inquiries
• Building brand credibility
The more your consumers contribute to the body of information about your business that is online, the more you can override inaccurate, and unwanted information that may surface. Online reputation management is necessary, because essentially anyone can say anything online, either posing as an expert or anonymously.
Once Renaissance starts monitoring your online reputation and you discover there are negative comments being made about your business, how should you respond? If someone is genuinely upset, the following should be done:
• Contact the consumer and try to resolve the issue
• Do not become defensive
• Apologize and give the consumer something comparable to the situation
A promise that the consumer will be treated differently in the future will go a long way.