What is Online Reputation Management (ORM)

What is Online Reputation Management (ORM)?

Online Reputation Management (ORM) refers to the process of monitoring, managing, and enhancing a brand’s reputation on the Internet. It involves keeping a close eye on online discussions and taking necessary actions to control the spread of negative information while promoting positive content about the brand. The primary objective of ORM is to ensure that the public’s perception of the brand remains positive, accurate, and aligned with the brand’s vision and values.

Why is ORM Important for Brands?

ORM holds significant importance for brands due to several key reasons:

  1. Monitoring the Brand’s Online Presence:

In today’s digital landscape, where social media and online reviews play a crucial role, it is vital for brands to be aware of what is being said about them on the Internet. ORM enables brands to monitor their digital presence, including brand mentions in reviews, blog posts, and news articles. This allows them to proactively respond to any negative feedback or comments.

  1. Protecting the Brand Image:

Negative information can quickly tarnish a brand’s image, which often takes years to build. By implementing ORM strategies, brands can address and mitigate the Impact of negative feedback on social media platforms and review sites, safeguarding their reputation.

  1. Building Trust and Credibility:

Positive reviews and comments contribute to building trust and credibility among potential consumers. Maintaining a healthy online reputation ensures that social media and search engines predominantly feature content that empowers the brand, creating a positive image that fosters consumer trust.

  1. Improving Customer Service:
Online Reputation Management

Online reputation management helps brands identify and address customer concerns, leading to improved product or service quality and a better overall customer experience. By actively engaging with feedback, brands can enhance customer satisfaction and increase retention rates.

  1. Identifying New Opportunities:

By monitoring online conversations, brands can gain insights into customer expectations and preferences, allowing them to identify new opportunities for product or service development and innovation.

  1. Maintaining a Competitive Edge:

In today’s crowded digital landscape, maintaining a healthy online reputation sets brands apart from the competition. Through strategic ORM, including online review management, social media marketing, search engine optimization (SEO), and quality customer service, brands can gain a competitive advantage.

How Can Brands Manage Their Online Reputation?

Managing an online reputation can be challenging in the era of constant Internet outreach. However, there are effective tactics that brands can employ to maintain a positive online image:

  1. Monitor and Respond to Customer Feedback:

Brands should monitor social media channels, review sites, and forums to stay updated on customer feedback. Responding promptly and professionally to both positive and negative feedback demonstrates that the brand values customer opinions and is committed to addressing any concerns.

  1. Utilize Customer Service Platforms:

Establishing dedicated customer service platforms, such as help desks, provides customers with a streamlined avenue to address their concerns. Swiftly resolving issues helps prevent negative reviews from being posted online.

  1. Create Positive Content:

By creating and sharing valuable and engaging content, such as blog posts, infographics, and videos, brands can provide customers with accurate information about their products or services. This also helps shape the online conversation around the brand, emphasizing its strengths and positive attributes.

  1. Engage with Influencers:

Collaborating with influencers can significantly contribute to enhancing a brand’s online reputation. By leveraging the wide audience reach of influencers, brands can establish positive associations and access their followers, thereby expanding brand visibility and credibility.

  1. Be Transparent:

Transparency regarding a brand’s values, mission, and operations builds customer trust and improves its online reputation. Brands can achieve transparency through open communication on their websites, social media platforms, review sites, and online forums.

  1. Create a Crisis Communication Plan:

Having a well-defined crisis communication plan is crucial in the event of negative news or a social media scandal. By promptly and effectively responding to negative reviews or situations, brands can minimize the damage to their reputation.

  1. Take Advantage of SEO:

Employing effective SEO strategies can accentuate the positive aspects of a brand. By optimizing website and social media content with target keywords, brands can increase the visibility of positive information in search results, supporting their ORM efforts.

Why do Some Brands Struggle to Maintain a Healthy Reputation Online?

Various factors contribute to brands struggling to maintain a positive online reputation. These include:

  1. Lack of Understanding of Social Media and Online Platforms:

Many marketing executives and brand managers may lack comprehensive knowledge of how social media and online platforms function, hindering their ability to develop impactful ORM strategies.

  1. Limited Resources:

Brands with limited resources may find it challenging to dedicate sufficient time and effort to monitoring and managing their online reputation. This can lead to negative reviews and comments going unnoticed and unaddressed.

  1. Not Staying Updated with Industry Trends and Customer Preferences:

Failure to stay up-to-date with evolving industry trends and customer preferences can result in brands appearing outdated. This can negatively impact brand engagement and reputation, as consumer expectations continually evolve.

Five Steps to Ensure a Good Online Reputation

To stay ahead of the competition and proactively manage online feedback, brands should follow these effective steps:

  1. Monitor Your Online Presence:

Regularly track mentions of your brand on the internet to identify any negative information quickly. This enables you to take immediate action to address and rectify the issues.

  1. Respond to Negative Feedback:

Timely and professional responses to negative reviews demonstrate your commitment to customer satisfaction. Apologize, sympathize with customers’ concerns, and work towards finding effective solutions to address their issues.

  1. Create Engaging Content:

Develop and share valuable, informative content such as blog posts and videos that highlight your brand’s strengths and values. Encourage online discussions and share interesting stories on social media to increase your influence and positively shape the perception of your brand.

  1. Encourage Positive Reviews:

Don’t hesitate to ask satisfied customers to leave positive reviews on review sites and forums. Additionally, showcase positive experiences on social media platforms to further enhance your brand’s reputation.

  1. Invest in Reputation Management Services:

If your brand is struggling to maintain a healthy online reputation, consider seeking expert help from a reputable reputation management company like Build Brand Better. Our specialized approach and services can help effectively address any reputation issues and guide you toward a positive online presence.


In conclusion, managing your online reputation is crucial for maintaining a positive brand image in today’s digital landscape. By implementing effective online reputation management strategies, you can monitor and address customer feedback, create engaging content, build trust and credibility, and stay ahead of the competition. However, navigating the complexities of online reputation management can be challenging. That’s where Build Brand Better comes in. As a leading online reputation management company, we specialize in helping brands maintain a healthy online reputation. With our expertise and tailored solutions, we can assist you in effectively managing your online presence, mitigating negative feedback, and promoting a positive brand image. Trust us to safeguard and enhance your online reputation so that you can focus on what you do best – delivering exceptional products and services to your customers.


What is online reputation management (ORM)?

Answer: Online Reputation Management (ORM) refers to the process of monitoring, managing, and enhancing a brand’s reputation on the Internet. It involves keeping track of online discussions, addressing negative information, and promoting positive content about the brand.

Why is ORM important for brands?

Answer: ORM is important for brands because it helps monitor their online presence, protect their brand image from negative information, build trust and credibility, improve customer service, identify new opportunities, and maintain a competitive edge.

 How can brands manage their online reputation?

Answer: Brands can manage their online reputation by monitoring and responding to customer feedback, utilizing customer service platforms, creating positive content, engaging with influencers, being transparent, creating a crisis communication plan, and taking advantage of SEO strategies.

What are the challenges brands face in maintaining a healthy online reputation?

Answer: Some challenges that brands face in maintaining a positive online reputation include a lack of understanding of social media and online platforms, limited resources to dedicate to reputation management, and not staying updated with industry trends and customer preferences.

 What are the five steps to ensure a good online reputation?

Answer: The five steps to ensure a good online reputation are monitoring your online presence, responding to negative feedback, creating engaging content, encouraging positive reviews, and considering investing in reputation management services.

How does monitoring online presence help in managing reputation?

Answer: Monitoring online presence allows brands to identify any negative information quickly, enabling them to take immediate action to address and rectify issues before they escalate.

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