What is Online Reputation and Why is it Important?

What is online reputation management and its importance

With the internet playing a central role in our daily lives, managing your online image has become a critical aspect for individuals and businesses alike. In this article, we delve into the world of Online Reputation Management (ORM) and explore its significance in today’s digital era. From social media engagement to search engine visibility, we will examine the various aspects of ORM and its impact on building trust, credibility, and opportunities in the digital landscape.

What is Online Reputation Management?

Online Reputation Management (ORM) involves monitoring, controlling, and influencing how others perceive your brand on the internet. A positive online reputation means people see your business in a good light, which can lead to trust and more opportunities. On the other hand, a negative reputation can harm your credibility and relationships.


For example, if a restaurant has many positive reviews on Google and social media, it builds a strong online reputation. People will be more likely to try their food and recommend it to others. However, if a company has bad customer reviews and complaints, its online reputation may suffer, causing potential customers to avoid their products or services. Monitoring and managing your online reputation is crucial to ensuring a positive perception online. By actively managing online reviews, social media interactions, and search engine results, online reputation management companies create a positive image for businesses.

Difference between ORM and PR

Online Reputation Management is about managing how people see you or your brand on the internet. It deals with online reviews, social media, and search results to maintain a positive image.
On the other hand, Public RelationS (PR) is a broader practice that involves managing your overall reputation in both online and offline spaces. It includes media relations, crisis communication, and strategic messaging to build a favorable public image. ORM focuses on the digital aspect, while PR covers a wider range of communication efforts.

Types of ORM media channels

Online Reputation Management utilizes various media channels to manage and influence how individuals or brands are perceived on the internet. These media channels can be categorized into four main types:

1. Shared Media

Shared media is a pivotal aspect of online reputation management services that involves user-generated content and social media interactions.

  • User-Generated Content (UGC): Customers sharing positive experiences on their social media accounts and tagging the brand. For example, a customer posts a picture of themselves using a new product and shares their positive experience with the brand’s hashtag.
  • Hashtag Campaigns: Creating a branded hashtag and encouraging customers to use it while sharing their experiences with the brand. For instance, a clothing company initiates a #MyStyleMyWay campaign, and users post pictures wearing the brand’s clothes.

2. Paid Media

Paid media involves promotional efforts where the brand pays to display content or advertisements on various online platforms.

  • Social Media Ads: Running targeted ads on platforms like Facebook, Instagram, or Twitter to showcase positive reviews, testimonials, or success stories.
  • Content: Collaborating with influencers or content creators to create and promote positive content about the brand. For instance, a skincare brand partners with a beauty influencer who reviews and recommends their products.

3. Earned Media

Earned media refers to organic mentions and publicity earned through word-of-mouth, press coverage, or customer reviews.

  • Press Mentions: Positive coverage of the brand in online newspapers, blogs, or magazines, highlighting their achievements or community involvement.
  • Customer Reviews: Positive reviews and ratings on platforms like Google Reviews, or Amazon, showcasing customer satisfaction and product quality.

4. Owned Media

Owned media comprises platforms and content owned or controlled by the brand.

  • Company Website: Publishing positive news, press releases, and customer testimonials on the official website to showcase the brand’s credibility and success.
  • Blog: Creating valuable content that addresses customer concerns, provides industry insights, and showcases the brand’s expertise.

How to do Online Reputation Management?

Online Reputation Management for businesses involves actively shaping and maintaining a positive online image. Here’s a step-by-step guide to effective ORM:

  1. Monitor Mentions: Utilise online monitoring tools to keep track of mentions of your brand, products, and services across various platforms such as social media, review websites, forums, and news sites. This allows you to stay informed about what’s being said about your business.
  2. Engage Positively: Respond to customer feedback in a timely and respectful manner. Address negative comments or reviews professionally, demonstrating your willingness to resolve issues and provide excellent customer service. Engage with positive comments as well, expressing gratitude for customer support.
  3. Encourage Positive Reviews: Actively encourage satisfied customers to leave positive reviews on platforms relevant to your industry. Provide clear instructions on how to leave reviews and make the process as simple as possible.
  4. Create Quality Content: Develop and share informative and engaging content that showcases your expertise and industry knowledge. This could include blog posts, videos, infographics, and other valuable resources that address common questions or concerns your audience may have.
  5. Maintain a Strong Social Presence: Regularly update your social media profiles with relevant content that reflects your brand’s personality and values. Respond to comments, messages, and inquiries promptly to foster a sense of community and engagement.
  6. Consulting an ORM service: If managing your online reputation becomes too challenging or time-consuming, consult an online reputation management service. They offer expertise to handle tricky situations and take proactive measures to safeguard your brand’s reputation.

How online reputation inclusion helps in digital marketing for business growth?

The benefits of online reputation management are many, making it an integral part of your digital strategy. Let’s explore why ORM is essential and how it can make a significant difference in your digital presence.


Building Credibility and Trust 

A positive online reputation builds credibility and trust. When people find positive reviews and engaging content, they are more likely to see you as reliable and worthy of their attention. A prime example of effective online reputation management is Patagonia. The company built a strong online reputation by showcasing its commitment to environmental and social responsibility. Through their website and social media channels, they share stories about sustainability initiatives, fair labor practices, and environmental conservation efforts. Customers perceive Patagonia as a trustworthy and socially conscious brand, which has led to a loyal customer base and positive word-of-mouth.


Influencing Customer Perception and Loyalty

Airbnb effectively influences customer perception and loyalty through its review system. The platform encourages guests to leave reviews after their stays, and hosts are also encouraged to provide excellent hospitality. Positive reviews and high ratings on Airbnb’s platform reassure potential guests, leading to increased bookings and repeat business for hosts with stellar reputations. Recognizing customer reviews and online discussions heavily influence purchase decisions, Airbnb strategically uses the power of online reputation management tools. Positive feedback shared through ORM channels can create an emotional connection with your brand, leading to increased loyalty and repeat business.


Controlling the Narrative on Search Engines 

Online reputation management services ensure that positive and relevant content appears in search results, pushing down negative information. By optimizing content and proactively managing your online presence, you can control the narrative and shape public perception. Google’s search engine dominance allows it to influence people’s perceptions of companies. When searching for a company like Apple, the first page of results typically showcases their official website, positive news articles, and product reviews. Apple’s proactive ORM strategies and quality content ensure that positive information appears prominently, overshadowing any negative or irrelevant content.


Navigating Reputation Challenges 

In 2020, Zoom faced a reputation crisis due to security and privacy concerns during the surge in remote work. The company quickly addressed the issues, improved security measures, and increased transparency about their efforts to protect users’ data. Through effective crisis management and regular communication with users, Zoom managed to restore trust and maintain its position as a leading video conferencing platform. This incident underscores the benefits of online reputation management. ORM allows you to monitor online conversations in real-time, enabling you to address and manage negative feedback promptly. By responding professionally, you can mitigate the impact of crises and demonstrate a commitment to customer satisfaction.


Gaining a Competitive Edge 

In a competitive marketplace, skillful use of online reputation management gives you an edge over rivals. A positive reputation sets you apart from competitors, influencing customers to choose your brand over others. For example, two hotels in the same area with similar amenities, but one that has better online reviews and a stronger social media presence, is more likely to attract bookings and outperform the competition.

Role of Social Media in ORM

Social media plays a vital role in Online Reputation Management services by offering a direct and powerful channel for businesses to engage with their audience and manage their online image effectively. Through real-time communication, brands can respond promptly to inquiries and concerns, showcasing responsiveness and enhancing reputation. Social media also allows brands to showcase their personality and unique stories, fostering emotional connections with the audience. By highlighting positive content and reviews, addressing crises, and leveraging influencer marketing, social media reinforces trust and credibility.


Monitoring online conversations and analyzing sentiment holds immense significance for proactive Online Reputation Management in digital marketing. Additionally, social media offers opportunities for competitor analysis to refine ORM strategies. To maintain a positive online reputation, it is essential to approach social media ORM with transparency, authenticity, and consistency, thereby establishing a credible digital presence.

Popular ORM Tools for Businesses

Online reputation management tools are essential assets for businesses aiming to monitor and enhance their digital image. These tools offer comprehensive insights into online conversations, reviews, and mentions across various platforms. Some popular online reputation management tools include:

  1. Google Alerts: This tool notifies businesses whenever their chosen keywords or brand name are mentioned online, allowing proactive monitoring of online conversations.
  2. Brandwatch: Known for its social listening capabilities, Brandwatch helps businesses track brand mentions, analyze sentiment, and stay informed about industry trends.
  3. Reputation.com: A comprehensive platform that empowers businesses to manage and enhance their online reputation by monitoring reviews, ratings, and customer feedback.
  4. Mention: Mention provides real-time tracking of brand mentions across various online platforms, helping businesses stay engaged with their audience and manage their reputation effectively.
  5. Hootsuite: While primarily a social media management tool, Hootsuite offers features to monitor brand mentions, engage with customers, and respond promptly to online conversations.

Wrap-up Tips:

Online Reputation Management (ORM) is crucial in today’s digital world. Maintaining a positive online image is vital for gaining trust and credibility. ORM strategies, such as monitoring online mentions and addressing feedback, are essential for protecting reputations.


To achieve effective ORM, partnering with experts like Apto Digital Services can be beneficial. They offer tailored solutions to enhance online presence and manage reputation risks. By leveraging their expertise, individuals and businesses can ensure a positive online reputation and thrive in the digital landscape.

Scroll to Top