Online Reputation Management
Table of Contents
What is online reputation management?
Online reputation management (ORM) is the practice of monitoring, influencing, and improving how a brand or individual is perceived across digital channels—including reviews, social media, forums, and search results—using proactive and reactive tactics.
Key points
- Monitor: Track brand mentions, ratings, and sentiment in real time.
- Respond: Timely, empathetic replies to reviews and social comments build trust.
- Amplify: Showcase positive testimonials on owned media.
- Suppress: SEO and fresh content push down negative results.
- Metrics: Star rating, sentiment score, review velocity, share of voice.
Pro tips
- Ask happy customers for reviews at the moment of peak satisfaction.
- Automate review alerts to respond within 24 h.
- Publish periodic Q&A and how‑to content to own branded SERP real estate.
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