Online Reputation Management (ORM):
The Complete Guide for 2020

10 steps to a stellar online reputation

So now that you know why your business’s reputation is so important, let’s talk about how you can create a stellar online reputation. We’ve put together these ten tips to lay the foundation for a great online reputation and future business growth.

1. Aim to provide quality service

   The first step to building a great online reputation is by providing a fantastic customer experience from start to finish. Make sure that you are making an effort to consistently delight your customers.

2. Send review requests to all of your customers

   Next, you want to make sure that your customers are sharing their great experience, on review sites and social media. Remember, a business with 500 reviews looks a lot better than a business with 5. There’s an easy trick to getting more reviews: just ask. By sending review requests via text and email to all of your customers, you will make the process of leaving a review easy. All they have to do is click on the link and write a review.

3. Be on the first page of Google search

   75% of users never go past the first page of Google. By taking the steps to rank higher on search, your business will get discovered by more customers. To increase your business’s visibility on search, get more reviews and make sure that your business listings are accurate across the Internet. It’s estimated that reviews and listings together account for more than 25% of ranking factors.

4. Monitor all relevant review sites

   Customers are constantly making the decision whether or not they want to buy from your business by through the hundreds of review sites on Internet. Bad reviews on one site can lead to customers turning away from your business and going to a competitor. Make sure that you’re keeping track of every review site that you appear on to prevent damage to your reputation.

5. Engage with all of your customers

   Be sure that you’re responding to your reviews to show that you care about the experience of all of your customers. Responding to a positive review is a great way to show appreciation and build loyalty. On the other hand, responding to a negative review in the right way can help turn an angry customer into someone who is ready to have a conversation with you or even an advocate of your business based on the way you handled the situation.

   

6. Treat negative feedback as an opportunity to improve

   Remember, negative reviews can also be an opportunity to improve your customer experience. For example, if you see a customer complaining about something like “long wait time”, you might want to explore how you can make your processes more efficient. Use the insights that you get from reviews to better understand what aspects of your business customers love and what aspects need to be improved.

7. Fight slander against your business

   Occasionally, you may get a bad review that comes from a someone you don’t recognize or is reviewing the wrong business. In this case, put your evidence out there strongly and politely so potential customers know that they’re looking at a fake review. This shows the public that the review doesn’t actually represent your business.

   

8. Make sure that your listing information is accurate

   Incorrect business listing information can spread across the Internet and cause serious damage to your business. Because there are just four major data aggregators that distribute listing information, a wrong address or phone number can quickly spread all over the Internet. That means a lot of confused and angry customers.

   Want to check if your business listings are accurate? Check out our free Scan My Business tool to find out if your contact information is accurate across the Internet.

   scan your business’s listings across the Internet

9. Keep track of your competitors

   Whether customers are trying to find a new restaurant or a new dental practice, they’re probably going to look up multiple different businesses online. That’s why it’s important to see what customers are saying about your competitors on review sites. If there are areas where your competitors are excelling and where you’re falling short, you can figure out what you can do differently to stay a step ahead.

   

10. Stay active on social media

    Customers do keep track of what friends and family are saying on mediums like Facebook and Twitter. So make sure that your business is posting regularly on social media. Recent news about your business, a new offering, a promotion or sharing one of the great customer reviews you recently received are all great things to share with your social media followers.

    

Reputation management examples

Want to know how businesses use reputation management to get results? Here are a couple of real-life examples.

• Brockport Smiles

  Brockport Smiles is a dental practice based in Brockport, New York. Even though they were delivering great patient experience, Brockport Smiles only had 3 reviews on Google. The practice decided to use BirdEye’s software to collect more reviews.

  With BirdEye, Brockport Smiles was able to send automatic review request texts to all patients. BirdEye integrated with the practice management system Brockport Smiles was already using, so the practice was able to send texts and emails to customers on the same day as their appointment.

  The results speak for themselves. The practice now has more than 300 reviews on Google. Now, potential patients looking for a new dentist can find them in the top search results and see social proof assuring that Brockport Smiles stands ahead of the competition.

• Accent Roofing

  Accent Roofing is a family-owned roofing business in the Atlanta area. While the company had a long record of satisfied customers, they were facing a stigma against roofers in their area. Since their state did not require licensing for roofers to operate, Accent Roofing realized they needed to build credibility with potential customers.

  The business turned to BirdEye to collect reviews from customers. BirdEye’s review software made the process easy. All employees had to do was enter the customer’s name and email or phone number at the end of the job to send a review request. With BirdEye’s help, Accent Roofing now has more than 2,000 reviews.

  Of course, BirdEye didn’t just help Accent Roofing with collecting reviews. Monitoring reviews is now easier than ever. Employees can keep track of reviews posted across the Internet within the BirdEye dashboard.

  Want to see more reputation management examples? Check out these awesome results that we’ve seen from businesses using BirdEye.