Online reviews play a crucial role in retail, influencing customer perceptions and purchasing decisions. Positive comments build credibility, while negative reviews, if not handled properly, can damage a brand's reputation. Responding to reviews helps maintain a strong connection with customers and strengthen brand loyalty.
Online reputation management is the practice of managing your online reviews at the location level. It generally involves a strategy to monitor reviews and respond to them on relevant review sites where your outlets are listed. The most popular platforms include Google, TripAdvisor, Yelp, Facebook, and Foursquare.
Before the digital era, we relied on testimonials from our friends, family, and acquaintances. That’s old news nowadays, especially since we are surrounded by online review sites like Facebook, Google, TripAdvisor, Zomato, and others.
The voice of the consumer has never been more important, nearly 75% of all internet users are active on social platforms and channels, according to various studies; they are using the likes of Google and TripAdvisor.
In the age of customer reviews and digital word-of-mouth, how can a business participate in shaping its online reputation?
ORM means managing the online conversation and taking ownership of it; its techniques and strategies aim to ensure that internet users find the right message you want to convey when they search for your brand online. How is it different from social media management?
Some restaurant owners seem to believe that any bad online review is a reflection on the quality of their business while others debate there is no such thing as bad press.
