More than 80% of the internet subscribers
use search engines like Google to find more information about a brand, a person
or an organization.
ORM
ORM (Online Reputation
Management) is nothing but managing the reputation online and it can be related
to name of a brand, a person or an organization.
Why ORM
Today 3 out of 5 buyers check
reviews online before buying any product or service. In this era of internet
now it has become easier to place your order online and make payment once you receive your
product in your hand. So people always look for the best and do a proper
research about the product before placing the order and it may create direct impact
on sales of the product based on the reviews over the internet.
ORM Process
Create: Make your presence
online and create positive impact of your brand
Monitor: Keep track on every
activity about your brand name over internet
Push & Pull: Push
negative feedback down and pull positives up
What to track
- News & Articles
- Blogs
- Forums
- Reviews
- YouTube
- Facebok
- Google +
These are mandatory to track
but there are more social networks like Myspace, Flickr, Foursquare etc to be
tracked.
Monitor
To monitor all these it needs
an ORM expert having very good understanding about internet and search process.
It can be tracked manually as well as you can use some tools which are
available in the market like BrandsEye, Viralheat, Hootsuite etc.
Respond
It depends on the kind of
query or feedback the customer has given but always remember that “Customer is
King” so make sure what ever you respond should be in very soft and proper
manner and should be related to the feedback only and try to resolve the issue
as soon as possible otherwise the post could be viral over internet and that
can harm the reputation of your brand.
Outcome
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If ORM is done in a proper
manner it will lead to better customer satisfaction, good brand reputation and increase
in sales.
