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Tuesday, 1 July 2014

Is ORM taken seriously?

A reputation can take years to build up, but seconds to bring down.
"ORM" Online Reputation Management as the term stands, is a very complex by name yet simple to follow. In my previous post I have talked about how ORM & Aviation industry goes hand in hand, the same way ORM should be followed religiously in every aspect of business.
A food-chain which has presence on various Social Networking sites should have a dedicated person/team for looking after ORM for them. Similarly, a brand which deals with footwears & accessories should have a great ORM team which caters to every aspect of customers response & replies.
ORM shouldn't be only focussed to:
  • Positive replies.
  • Positive comments.
  • Great engagement opportunities.
  • Sales pitching.
But, it should also:
  • Remove dilemmas from persons mind about the brand.
  • Engage with customers who have negative feelings about the brand.
  • Give ear to customers complaints and helping hand to solve them instantly.
  • Reduce the time of customer service & instantly helping customers 24*7 across the globe
  • Looking for brands complaints & pro-actively solving the complaints.
A positive brand image can actually sway buying decisions. If you don't believe me, just take a look at these statistics:
  • 73 percent of consumers say positive customer reviews make them trust a business more
  • 79 percent of consumers trust online reviews as much as personal recommendations
  • 90 percent of survey respondents claimed that positive online reviews influenced buying decisions. In comparison, 86 percent said buying decisions were influenced by negative online reviews
  • Facebook and Twitter are growing strongly as recommendation channels
    Here's a link of some perfect examples from the following brands which has great success stories: Whole Food, JetBlue & Nike Support.
    Service Industry these days are very dedicated to great extensive support in terms of effective ORM practices. Here's an example of the same.
    It is said in ORM:
    "If you lend your ears to customers, they will lend their support forever"
    Customers left unanswered is Company left with no money. One should always hear and reply back in quick time to a customer, maintain a TAT for replies, effective strategy to convert an irate customer into happy customer.
    ORM=Happy Customers=Increased Brand Value=Increased positive word of mouth
ORM is like a effective chain reaction & it spreads from 1 to 3 to 9 to millions and helps gaining better Brand Image what outdoor advertisements couldn't achieve.

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Image Courtesy: Google Images

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