The Ultimate Guide to Online Reputation Management

Your business’s online reputation holds real-world power. In fact, 85% of users trust online reviews as much as personal recommendations. This means that the way your brand is perceived online can significantly influence potential customers’ decisions.  

A strong reputation management strategy helps attract new clients, build trust, and strengthen relationships with existing ones. However, neglecting your online presence can have the opposite effect.  

Without a proactive approach, negative reviews or outdated information can drive customers away. This online reputation management guide will help you understand how to establish an effective online reputation management strategy that works in your favor. 

What is Online Reputation Management in Digital Marketing? 

Online Reputation Management (ORM) is the practice of monitoring, influencing, and maintaining the public perception of a business, individual, or organization. Originally rooted in public relations, reputation management was once focused on media coverage, advertising, and word-of-mouth.  

However, with the rise of online platforms, it has evolved into a digital strategy that plays a crucial role in how customers view a brand.  

Today, reputation management extends beyond just traditional media. Online reviews, social media comments, and search engine results have become key drivers of public opinion.  

Factors That Contribute to Online Reputation Management  

Online reputation management is shaped by several factors that interact across different media types. These factors include owned, paid, earned, and shared media, as well as the influence of review sites. 

1. Owned Media  

This refers to content your business creates and controls, such as employee and customer stories, user-generated content (UGC), reviews, webinars, and other brand-created materials. These assets help build trust and provide direct communication with your audience.  

When managed well, owned media can reinforce positive perceptions of your brand and provide a platform for transparent engagement. 

2. Paid Media 

It involves strategies like sponsored social media posts, lead generation campaigns, affiliate programs, and native advertising. These efforts allow you to: 

• Amplify your message 

• Reach new audiences 

• Highlight key strengths 

While paid media can help promote your brand, it’s important that it aligns with your values to maintain credibility. 

3. Earned Media  

Earned Media is a result of public relations efforts, influencer marketing, and media coverage. This type of media is earned through positive actions and can help build your brand’s authority. It’s often seen as the most trusted form of promotion, as it comes from third-party sources. 

4. Shared Media 

Shared Media focuses on community-driven efforts such as partnerships, co-branding campaigns, and organic social media posts. These shared experiences and collaborative efforts help grow your reputation by showcasing how your brand interacts with others. 

5. Review Sites 

It plays a crucial role in shaping your online reputation. Your business’s star rating follows you across the web and is often the first thing potential customers see.  

As mobile search continues to grow, reviews are easier to find, making it critical to maintain a positive reputation on platforms like Google, Yelp, and other industry-specific review sites.  

 

Why Does Reputation Management Matter? 

Reputation management is crucial to your business’s success in the digital marketplace. While having great products and low prices are important, what people say about you online can make or break your brand.  

Brand Image  

When people search for information about your business, everything they find contributes to how they perceive your brand. Strong reputation management ensures that this perception is a positive one.  

This is particularly crucial online, where both positive and negative experiences are often shared on social media and review platforms, where they can last indefinitely.  

Risk Mitigation  

Reputation management requires proactive action, which is essential for preventing crises and minimizing risks—two key factors in business growth.  

Regularly monitoring your reputation allows you to spot negative trends or potential issues early, giving you the opportunity to address them before they escalate into major problems.  

Business Expansion  

A strong reputation has a compounding effect. As your reputation improves, you attract more customers, creating momentum for business growth.  

In the past, building a reputation was a slow process, often happening offline. Today, the internet accelerates this process, making it easier than ever to generate positive attention.  

Investor Relations  

Your online reputation matters not only to your customers but also to potential investors. Investors increasingly turn to the internet to assess businesses before committing to investments. 

A strong online presence and positive reputation can be a deciding factor when it comes to attracting investment and securing long-term business growth. 

Consumer Insights and Trust  

When potential customers research your brand online, their perception is shaped by reviews, social media, and other public content. A positive reputation helps build trust, which can be the deciding factor when they choose between your business and a competitor.  

Employee Recruitment  

Your company’s reputation isn’t just important for attracting customers—it also affects your ability to recruit top talent. Job seekers often research potential employers online before applying, and a strong reputation can make your business stand out. 

Changing the Narrative  

If negative content or misconceptions arise, ORM gives you the tools to address and correct them. By actively managing your reputation, you can change the story people tell about your business and steer it in a more positive direction, reinforcing your values and strengths.  

Understanding Your Customers  

Reputation management helps you better understand what your customers think and feel about your brand. By monitoring reviews, comments, and feedback, you can gain valuable insights into their experiences and preferences.  

Getting Ahead of Issues  

A key aspect of reputation management is identifying potential issues before they become major problems. By monitoring feedback and social media, you can spot emerging concerns early and address them quickly.  

How to Build, Maintain and Repair Your Online Reputation 

Building, maintaining, and repairing your online reputation is essential for any business. Whether you’re just starting out, working to preserve a strong reputation, or trying to recover from negative feedback, there are practical steps you can take to strengthen your brand and move forward. 

Select the Right Online Reputation Management Tool 

To manage your reputation effectively, you need to know what people are saying about you. Monitor social media, search engine results, Google reviews, and other review sites to identify strengths and vulnerabilities.  

This process can be time-consuming, so using specialized tools or software can help you track and analyze feedback efficiently. 

Conduct a Comprehensive Audit of Your Online Presence 

Your reputation is shaped by platforms you don’t control, like social media, news articles, and review sites. Monitoring these channels helps you understand public sentiment and identify issues.  

Use sentiment analysis tools to pinpoint unhappy customers and the reasons behind their complaints. This information can guide your responses and help shape targeted campaigns to address key concerns. 

Prepare to Respond to Reviews and Social Media Comments 

Be ready to address feedback promptly, especially negative reviews, as they can influence potential customers. Responding shows you value customer opinions and are willing to make improvements.  

Even negative feedback is an opportunity to rebuild trust, improve your service, and turn dissatisfied customers into loyal advocates. Highlight positive reviews to showcase your strengths and boost your brand image. 

Follow Up and Resolve Customer Concerns 

When a customer reaches out with a complaint or posts a negative review, they want a quick and empathetic response.  

Failing to address their concerns can harm your reputation, so you must resolve their issues and follow up. Encourage customers to share their positive experiences after you’ve addressed their concerns to reinforce your commitment to excellent service. 

Take a Proactive Approach to Reputation Management 

Most customers leave negative feedback and hope for a resolution. Take the initiative to reach out on social media or review platforms, offering solutions and showing understanding.   

A thoughtful and proactive response can not only resolve the issue but also turn detractors into advocates, enhancing your online reputation. 

Assess and Improve Your Brand Experience 

Every interaction customers have with your brand—whether through social media, purchasing, or customer support—shapes their perception.  

Regularly assess and improve these touchpoints to ensure a seamless experience. Positive interactions lead to better reviews and stronger customer loyalty, boosting your overall reputation. 

Highlight and Promote the Best Aspects of Your Brand 

Online reputation management isn’t just about addressing negatives—it’s also about showcasing the best aspects of your brand. Share your mission, values, accomplishments, and reasons customers should trust you.  

Promote this positive content across multiple channels, including owned media, social platforms, and even third-party endorsements like positive news stories. Optimized, positive content can also help push down negative search results, building a stronger digital presence. 

Encourage Satisfied Customers to Leave Positive Reviews 

Positive reviews, especially on platforms like Google, can significantly improve your online reputation. Make it easy for satisfied customers to leave feedback by providing direct links or using tools like Google Connect.  

Anticipate Trends and Stay Ahead of the Curve 

Being proactive is key to long-term online reputation success. Monitor emerging trends that align with your brand values—such as sustainability or inclusivity—and incorporate them into your messaging. 

Highlighting these trends through social media and marketing efforts not only shows you’re relevant but also encourages positive sentiment over time. 

Develop and Share High-Quality Content 

High-quality content, such as blog posts, videos, infographics, or case studies, positions your brand as a trustworthy authority in your industry. By focusing on your audience’s needs, you can establish credibility and foster positive associations with your brand.  

Consistently publishing engaging content also helps to drown out any negative mentions, giving potential customers a more favorable impression. 

Enhance Your Online Visibility with SEO Optimization 

SEO is essential for ensuring your content reaches the right audience. Optimized content ranks higher in search engine results, helping your brand stay visible while pushing negative search results further down.  

By targeting relevant keywords, improving website performance, and earning backlinks, you can strengthen your brand’s presence online and maintain a competitive edge.   

Continuously Monitor and Manage Your Brand’s Reputation 

Reputation management isn’t a one-time effort—it requires continuous attention. Regularly track your brand’s mentions on social media, review sites, and news platforms to stay aware of public sentiment. 

Tools like Google Alerts or specialized reputation management software can make monitoring more efficient. 

 

How to Choose the Best Online Reputation Management Software for Your Business 

Choosing the right online reputation management software is crucial for effectively monitoring and improving your brand’s image. Here are some key factors to consider to make sure you pick the best tool for your needs: 

• Does it support teamwork? Your reputation management software should make it easy for multiple teams to collaborate.  

• Can it grow with your business? Look for a solution that introduces updates quickly and is user-friendly, even as new functionalities are added. 

• Does it integrate with key platforms? Check if the software connects with the social media platforms, review sites, and other channels that matter most to your business. 

• What kind of reports does it provide? Choose a tool that gives you clear insights into your progress.  

• Does it use AI and automation? Ask about the current capabilities and future plans for AI-powered tools to ensure the software stays ahead of the curve. 

By answering these questions, you’ll find a tool that aligns with your goals and makes managing your online reputation easier and more effective. 

What To Do if Your Company is Subjected to an Online Reputation Smear Campaign 

Dealing with a smear campaign against your company can feel overwhelming, but there are effective strategies to counter it and restore your image. Depending on the severity of the situation, here are steps you can take: 

Leverage Aggressive SEO 

One of the best defences against negative publicity is to improve the visibility of positive content about your brand. An effective SEO strategy focuses on boosting high-quality, relevant content—whether it’s from your website or third-party sources—to rank prominently on search engine results pages (SERPs).  

Remove Harmful Reviews 

If a review contains false information, abusive language, or is clearly intended to harm your reputation, it may violate the platform’s guidelines.  

Work swiftly to flag and report such content for removal. For particularly damaging reviews, consulting legal experts or reputation management professionals can help you respond quickly and effectively. 

Conduct Online Investigations 

In extreme cases, where malicious actors are targeting your brand with untraceable threats or fake accounts, hiring skilled cyber investigators may be necessary.  

These professionals use advanced techniques like email tracing, data analysis, and cross-referencing to identify attackers and build a case against them. 

 

3 Real-life Lessons from Online Reputation Management Company Stories 

Managing online reputation isn’t just about damage control—it’s about taking proactive, strategic actions that turn challenges into opportunities. Here are three inspiring lessons from major brands that effectively navigated reputation crises: 

Nike: The Power of Transparency and Cultural Change 

In the 1990s, Nike faced significant backlash over poor labor conditions in its supplier factories, making it a global target for protests and boycotts.  

Instead of denying the issues, Nike launched a thorough investigation, embraced transparency, and implemented internal cultural changes that improved conditions across the industry. 

Lesson Learned: Transparency and a commitment to meaningful change can rebuild trust. By openly addressing feedback and demonstrating accountability, businesses can transform crises into moments of growth and leadership. 

Ryanair: Prioritizing Customer Experience 

Ryanair’s reputation took a hit in 2013 due to poor customer experience, resulting in a sharp decline in profits and share prices. To recover, the airline shifted gears with the “Always Getting Better” campaign, focusing on customer-friendly improvements. By 2014, profits had surged by a third. 

Lesson Learned: Listening to customer concerns and making improvements can not only repair a damaged reputation but also boost brand loyalty and profitability. 

KFC: Humor and Timely Apologies Work 

In 2018, KFC UK faced a surprising crisis—it ran out of chicken due to supply chain issues. While customers were understandably upset, KFC’s response was swift and strategic.  

The brand issued heartfelt apologies and leaned into humor with clever advertising that turned the mishap into a memorable, relatable moment. 

Lesson Learned: A timely and human response, paired with a touch of humor, can defuse tension and even generate goodwill during a crisis. 

 

Take a Smarter Approach to Online Reputation Management with BrandLume 

Your brand’s online reputation is one of its most valuable assets, and managing it effectively is essential in today’s digital-first world. However, staying on top of every mention, review, and conversation about your brand can be overwhelming and time-consuming. That’s where BrandLume comes in. 

With our All-in-one Reputation Management services, we handle the heavy lifting for you. Our powerful tools aggregate mentions, reviews, and conversations across the web—not just about your brand but also your competitors and industry trends.  

Let us help you build, maintain, and repair your online reputation with a strategic, proactive approach. Trust us to protect and enhance your brand’s image while you focus on what matters most—growing your business.