Online reputation management (ORM) means taking control of the online conversation.

ORM techniques and strategies ensure that people find the right materials when they look for you on the Internet.

Regardless of the size of your business, they (prospects, customers, clients…anyone) are talking about you. They’re tweeting about your product, leaving reviews, posting a Facebook update about their customer experience, and much more.

Why is Online Reputation Management Important for My Business?

Think about these scenarios:

What if your product/service sparks too much criticism?

What if your employees are not social media savvy?

What if your competitors take advantage of this?

These are some of the reasons you need to have a proper online reputation management plan in action.

5 Principles of ORM

1. Listen

Constantly tracking your brand mentions will help in taking action for anything good or bad that might come up about your brand. It also allows you to monitor the sentiment of your brand, and the sentiment of your competitors. Where can you win?

2. Build & Nurture Trust

Trust is in short supply in Zimbabwe, today’s business leaders need to nurture, cherish and preserve it.  This means taking a long-term view when making any decisions which may undermine trust.

3. KYC (Know Your Audience)

If you can put yourself in the mind of your audience and understand how they interact with your or your competitor’s brand, you can accurately and strategically create content that meets their needs and position yourself as an authority to them.

4. Plan for the Future

A certain keyword popping up constantly? What are you going to do about it? Your customers will tell you what’s wrong before they tell you what’s right. Listen. and then fix.

5. Be True to Your Values when Crisis Strikes

Does pragmatism, short term financial considerations and expedience take precedence over the brand’s values?