Online Reputation Matters: Making the Most of ORM

Oct. 18, 2023

Online Reputation Matters: Making the Most of ORM

“Did you check the festive revamp on that brand’s app? Loved the customization”

“AI chatbots deal through half of the customer queries of that brand. Amazing”

“I do not think you should go for this product; it has many negative reviews.”

“How will I buy from this website when it doesn’t even load?”

Sounds familiar? Such instances are very frequent now that we are in the digital age. Businesses are well aware of it and are doing it all to keep track of their virtual image. They are properly invested in Online Reputation Management (ORM) and its further operations for effective and efficient results. Given that 52% of 18-54-year-olds say they ‘always’ read reviews, this becomes a crucial element to work on.

The success of a business, nowadays, hugely depends on its capacity to adjust, react, and successfully manage its online image. Imagine a business that excels at digital marketing and gets a lot of customer engagement, comments, and ratings online. They understand that to be effective, their responses must be timely. The management of a company's online reputation and responsiveness must be done with the same accuracy as a clock's workings. To have both a strong online presence and effective response methods to maintain it, regular auditing of Online Reputation Management (ORM) and strategies becomes essential. The turn-around time and execution play a key role here.

A recent survey found that the average TAT for ORM activities is 1-2 weeks. The decision-making process for ORM activities can also vary depending on the company. 50% of companies make ORM decisions quickly. 30% of companies have a dedicated ORM team that makes decisions. 70% of companies involve multiple stakeholders in the ORM decision-making process.

Average response time to negative reviews: 2-3 days
Percentage of companies with a dedicated ORM team: 30%
Percentage of companies that make ORM decisions quickly: 50%