Online Reputation Management- Three words, three-fold success

The world of online marketing is growing exponentially. No one can combat the reach of the Internet when it comes to spreading information. Information can be easily transferred in the form of text, images, competitions, video clips etc. The cost of sharing information is very low or negligible and quite evidently, it has become an outlet of people to express their emotions, feelings, views and opinions.


Mom, dad, son, daughter, the gardener and the pet of the family-everyone turns to the Internet to check the review of the latest product, the latest gizmo, the funky outfit or the new movie which has hit the movie-houses. People form a verdict about a certain thing or service based on the reviews they read or the comments made by other people in blog posts. No wonder, my friend who wanted to buy a Hyundai car ended up buying a Wagon R, after checking the reviews online.


A person or a company’s reputation is available for everyone online to see. Thus, it is important for personalities, brands and companies to have a positive or likeable image so that the popularity is sustained or built up. Online Reputation Management is fast becoming a medium of the new generation online. Ironically, the concept is tangential to word of mouth publicity. We know that people talk, spread rumors and form opinions; it is viral in nature. ORM helps in keeping a close watch on what is being spread online about you or your company.


ORM has two principal functions-listening and responding. Of course, you can’t really listen but you can observe what is being written about and draft a plan of action to counter the negativity that is rampant. You have to let your prospect, customers and readers know about what is right. You have to present your side of the picture. And what do you get in return? You earn the trust of the readers and customers. They feel confident that someone is there to listen and make note of their problems and feedback. It feels great to be heard, doesn’t it?


In Online Reputation Management, it is important to reach out to your prospects and tell them in absolute frankness about how their problem can be resolved. You have to share with them some options that can be fruitful to them. You have to keep them engaged and rooted in to know more about the developments of your company. Since most of these posts are sent by people in the form of blogs, it is advisable to run a blog that carries a link to the grievance or complaint, with a reply about how things can be smoothened out for their benefit.