ORM is not only about managing content in search engines, though. It’s also about managing negative business reviews and encouraging happy clients to contribute more positive feedback.

1. Presented by:- Jyotisman Das Mohapatra
Assistant Professor (Marketing)
Srusti Academy of Management, Bhubaneswar

2. What is Online Reputation
Management?
Online Reputation Management
(ORM) is the practice of monitoring
and improving how your business is
viewed online.

3. Why is Online Reputation
Management So Important?
Your Prospects Are Online
Your Competitors Are Online
Your Customers Are Online
… That Includes Your UNHAPPY Customers

4. The Internet Has Changed
EVERYTHING
 Before the internet, businesses controlled their
messages via one-way communication channels
 In the digital era EVERYONE controls the message
via blogs, social media, and customer reviews

5. What Are People Saying
About Your Business?
Former
Employees
Your Company’s
Online Reputation
Bloggers
Social
Media
Forums
Customer
Reviews

6. Negative Effects of a
Bad Online Reputation
Bad Customer
Experience
Unresolved
Customer Issues
Bad Reputation
LOST
REVENUE

8. Positive Effects of a
Good Online Reputation
Easier to Get New Customers
Retain Existing Customers
Maintain a Positive Brand
Image

9. How to Get Customer Reviews
 Offer an Incentive in Exchange for Reviews
Coupons, Discounts, Free Samples, etc.
 Ask Customers to Review Products by Placing a
Calls to Action on Your Product Pages
 Send Customers to Your Business Listings on
Google Places, CitySearch, and Others

10. Respond and Interact
 Listen to What People are Saying
 Respond to Both Positive and
Negative Comments
 Always Quickly Offer a Solution any
Problems
 Builds Relationships

11. CONCLUSION
 Companies do not have to worry if their prevention
strategy is effective and adequate.
 During Customer attack it is necessary to see which
strategy is appropriate for which customer attack.
 After a customer attack companies should analyze
what went wrong and what went right in preventing
and reacting on customer attack.
 If this Strategy followed in a meticulous way then
Customer acquisition and customer retention can be
maintain.