What is Online Reputation Management?

Summary

In this video, Chia from Brand24 discusses the importance of online reputation management for businesses, emphasizing how online perceptions can impact customer decisions. With over 80% of shoppers researching businesses online, it's crucial for companies to monitor both social media and Google search results. The video highlights the need to address negative feedback quickly and leverage digital word-of-mouth, especially through social media, blogs, and review sites. Chia also touches on SEO strategies for improving search results and suggests tools like Brand24 to track your reputation online.

Takeaways

• 😀 Over 80% of shoppers will Google your business before making a purchase, both online and in-store.
• 😀 Managing your online reputation involves closing the gap between how your company perceives itself and how the public perceives it.
• 😀 Reputation management in the past was heavily reliant on offline methods, such as networking and PR with journalists.
• 😀 In today’s digital world, online reputation management is more crucial, with peer recommendations now happening mostly online.
• 😀 Social media platforms have become the best way for businesses to discover and address their reputation among the audience.
• 😀 Google search results are critical for businesses as they show potential customers what they first see when researching a company.
• 😀 Social media, blogs, forums, and review sites all play significant roles in shaping online reputation and need to be closely monitored.
• 😀 The shift from offline word of mouth to digital word of mouth makes it easier for consumers to influence a company’s reputation.
• 😀 Negative reviews, when posted online, can reach a vast audience much faster than ever before, especially through social media.
• 😀 Companies must monitor their online reputation using tools like Brand24, focusing on both social media and Google search results.
• 😀 If a company has negative reviews, they need to assess and address them, potentially using SEO techniques to improve their reputation online.

Q & A

Why is online reputation management important for businesses?

Online reputation management is crucial because over 80% of shoppers Google a business before making a purchase, whether online or in-store. Managing your reputation online ensures that potential customers see your business in a positive light.

What are the two major aspects of online reputation management?

The two major aspects of online reputation management are monitoring social media and Google search results, as these platforms play a significant role in shaping the public's perception of your business.

How does online reputation management differ from traditional reputation management?

Traditional reputation management relied heavily on offline strategies such as reaching out to journalists and attending networking events. Online reputation management now focuses on digital platforms, where peer recommendations and feedback are shared more quickly and widely.

What is the primary goal of reputation management?

The goal of reputation management is to align how a company perceives itself with how the public perceives it, ensuring consistency and trustworthiness in the business's image.

How has the advent of the internet affected reputation management?

The internet, particularly social media and online reviews, has made reputation management more complex and immediate. Negative feedback can spread rapidly, making it essential for businesses to monitor and manage their online presence continuously.

Why is social media particularly important in online reputation management?

Social media is important because it allows companies to gauge their reputation among their audience, respond to negative feedback quickly, and engage directly with customers or influencers who can shape public perception.

How can a company use social media to address negative feedback?

A company can address negative feedback on social media by engaging with dissatisfied customers, offering solutions to their issues, and showing a commitment to improving the customer experience before problems escalate.

What role does Google search play in online reputation management?

Google search results are crucial because they are often the first thing potential customers see when searching for a business. Managing SEO and addressing negative reviews in search results is key to ensuring that a company’s image remains positive.

What can a business do if they have more negative reviews than positive ones?

If a business has more negative reviews, it’s essential to analyze them and identify areas of improvement. If the negative reviews are inauthentic, businesses can use search engine reputation management techniques to reduce their visibility in search results.

What is the significance of online word of mouth in reputation management?

Online word of mouth is significant because it allows consumers to share their experiences quickly and widely. Negative reviews, social media posts, and comments can reach a large audience in a short amount of time, making it essential for businesses to monitor and respond to feedback promptly.