7 Online Reputation Management Mistakes To Avoid in 2024.

Whether you're an individual, a business owner, or a multinational corporation, you need to know that a small mistake in your reputation can devastate your brand, tarnish your reputation, and hinder business growth.

For example, you own a well-established restaurant chain renowned for its cuisine and exceptional service. A disgruntled customer takes to social media to vent about a negative dining experience, amplifying their dissatisfaction with an emotional post that quickly goes viral.

Unfortunately, your team fails to respond promptly, leaving the negative sentiment to spread across all platforms. As a result, potential customers, influenced by the viral post, start questioning the restaurant's quality and reliability, leading to a significant decline in footfalls and a dent in your overall revenue. This single instance of neglecting ORM can severely blow the brand's reputation and financial stability.

By understanding the importance of ORM and avoiding common errors, you can effectively safeguard and enhance your brand's reputation while nurturing positive relationships with your target audience.

Here in this section, we are going to discuss the common brand reputation mistakes we all make.

So let us get started.

#1 Assuming Your Brand’s Online Reputation Doesn't Require Active Efforts

One of the most common online reputation management mistakes businesses make is to assume that their company does not require a strong ORM strategy.

But the truth is, as your business grows, you must understand the importance of having a large online presence.

Just because you have a positive reputation today does not mean it will be the same tomorrow. Your online reputation can change anytime due to various internal and external market factors.

Although they say that all press is good press, you MUST continue monitoring what people are talking about your brand to avoid negative backlash.

The more effort you put into creating a positive online reputation for your company, the more control you have over how you position yourself on the web.

Regardless of which platform negative reviews or comments are posted on, you need to protect your company’s online reputation, especially considering the influence of online reviews on consumers today.

#2 Not Understanding the Importance of Consistency

People say consistency is the key to business success! Not understanding this can lead to a major brand reputation mistake - inconsistency!

If you want to build a brand and ensure your reputation stays intact, you must follow similar visual and voice branding across all your online channels. Also, ensure that your content is generated on time to garner more engagement from your target audience.

Did you know that studies show that 80% of people follow a brand based on its “authenticity of content?” Here are some of the importance of maintaining similar branding-

●       Staying consistent with branding helps to get recognised instantly.

●       Helps to convey the brand message better.

●        By staying consistent, you are helping your brand come across more authentically.

●       Your willingness to follow consistent branding shows customer loyalty towards your brand.

Apart from brand consistency, you must generate timely content. By posting regularly, you can have a strong online engagement rate which increases credibility among your followers. Failing to be consistent with your branding and content can have adverse effects on your company.

#3 Mixing The Personal And Professional

Studies show that 71% of consumers prefer purchasing from companies that align with their values.

In today’s online world, it is highly recommended to separate your personal views from your brand. Business owners who use their brand’s social media accounts to express their personal social, religious, or political beliefs face the potential of distancing segments of their current customer base which results in fewer customers engaging with your brand’s offerings in the future.

#4 Ignoring Or Responding Aggressively To Negative Feedback

Did you know that 89% show that when a negative review is met with a positive response, it improves the brand’s image and increases revenue by 35%?

No one likes to see negative comments on our business page. However, when dealing with a larger group of audience who are following you, it is highly recommended to refrain from sending angry emails/responses to negative reviews. This can cause more harm than good to your brand.

When you are replying to negative comments, you’re giving your customers the opportunity to establish a smear campaign against your brand, which will further tarnish your reputation.

Yes, we know that it can be frustrating to respond to a negative comment. But it's also important to ensure that your business does not ignore the customer’s review - positive or negative.

As per our ORM Experts at CAPE, here is how you can respond to reviews-

-        For positive reviews, you can respond with a simple “thank you” and acknowledge how the person’s unwavering support has helped your business.

-        For negative reviews, respond without sounding defensive. Acknowledge the problem at hand and offer to find a solution for the customer.

-        If the complaints are valid, contact the customer privately and offer a discount or a free replacement, with no strings attached. Never ask the customer to change their review

Once you start following this reply strategy, your customers will see your honest effort to sort out their issue.

#5 Using Black Hat SEO Techniques

Even though business owners are aware of how SEO works and how it will benefit their business, they are not aware of White Hat SEO and Black Hat SEO - one can improve your business’s online presence while the other one can harm it.

Though ranking via the White Hat SEO strategy may take time, these strategies solely focus on user experiences and providing readers with the information they are looking for.

While trying to build an online reputation, many business owners turn to Black Hat SEO tactics as the turnover is quicker. However, by using this technique, your website’s value will go down and it will lower your credibility.

Also, once a search engine identifies that you're using this technique, it will suppress your website or completely remove it from the search engine rankings.

#6 Posting Fake Positive Reviews

Studies show that 90% of consumers make a purchase based on reviews from previous customers. Many businesses constantly look for ways to improve their online reviews and make the common ORM mistake of posting fake reviews.

However, popular search engines like Google use algorithms to weed out fake reviews. This can make your efforts futile. It is highly recommended to put effort into getting genuine reviews from loyal customers.

Remember, if your company is found to have fake reviews, it can negatively impact your credibility, which will also take a toll on your customer base.

#7 Looking For Quick-Fix Solutions To Solve Your ORM Mistakes

Many companies will offer you quick-fix solutions, but ask yourself, are they worth the effort?

Create quality content and use the best SEO practices to boost your brand image. Create a quality experience for your users and avoid making Common ORM  Mistakes that will cost you dearly later.

If you feel your organisation has been making gross online reputation management mistakes that are costing your business, then don’t stress. We’ve got you covered!

At CAPE, we use tested reputation management techniques that will strengthen not only the reputation of an individual but also of the company.

Conclusion

Managing your online reputation effectively is essential for the success and credibility of your brand. By understanding and avoiding these online reputation management mistakes, you can protect your reputation, build trust with your audience, and maintain a positive and strong online presence.

Neglecting online feedback, failing to monitor conversations, and ignoring negative comments are pitfalls to avoid. Consistency in messaging and responsiveness, along with actively addressing concerns and engaging with your audience, is key to effective ORM.

Remember, ORM is an ongoing process that requires vigilance, adaptability, and a customer-centric approach. By learning from these common mistakes, you can navigate the digital landscape confidently and safeguard your brand's reputation in today's interconnected world.

 FAQS

1. Can a bad reputation be fixed?

Yes, a bad reputation can be fixed with the right approach. Acknowledge the issue, identify its root cause, and take responsibility for any mistakes. Communicate transparently, deliver on promises, prioritise customer satisfaction, and engage with the community. Showcase positive aspects and be patient, as rebuilding trust and credibility takes time. Seek professional help if needed. With consistent effort, it is possible to improve and change negative perceptions.

2. How important is consistency in ORM practices?

Consistency is paramount in online reputation management. Inconsistent messaging or responses can confuse your audience and negatively impact your reputation. Ensure your brand voice, tone, and values align across all online platforms. Consistent monitoring, addressing issues promptly, and providing accurate information contribute to building trust and maintaining a favourable reputation.

3. Is it advisable to ignore negative feedback or reviews in ORM?

Ignoring negative feedback or reviews is a common mistake in ORM. Every negative comment is an opportunity for improvement and engagement. Ignoring or deleting negative feedback can further escalate the situation and damage your brand's reputation. Responding professionally, acknowledging concerns, and offering solutions or explanations can help turn a negative experience into a positive one and demonstrate your commitment to customer satisfaction.