ORM: Online Reputation Management for Businesses

Your Online Reputation Is Your First Impression

93% of consumers say online reviews influence their purchasing decisions. Managing your online reputation is not optional.

Monitoring Your Reputation

Set up Google Alerts for your brand name

Monitor review platforms (Google, Yelp, industry-specific)

Track social media mentions

Monitor search results for your brand name

Check employee review sites (Glassdoor)

Review Management

Getting More Reviews

Ask satisfied customers at the right moment

Make the process easy (direct links, QR codes)

Follow up with email or text requests

Train customer-facing staff to request reviews

Responding to Reviews

Respond to all reviews, positive and negative

Positive: thank them and add a personal touch

Negative: acknowledge, apologize, offer to resolve offline

Never argue publicly or get defensive

Search Result Management

Create and maintain profiles on authoritative platforms

Publish regular content on owned channels

Build backlinks to positive content

Use social media profiles to fill search results

Crisis Response

Address negative viral content quickly

Be transparent about what happened and what you are doing

Document your response for future reference

Proactive Reputation Building

Publish thought leadership content regularly

Participate in industry conversations

Support community initiatives

Share customer success stories

Build relationships with industry media