Online Reputation Management

Online Reputation Management Introduction

Online reputation management (ORM) is about improving or restoring your name or your brand's good standing. This is by countering, weakening or eliminating the negative material found in the Internet – defeating it with more positive material to improving your credibility and customers' trust in you

Dealing with customer feedback is one of the most challenging aspects of running a small business and it is often neglected. Nadine Bourne, from XLN Business Services, explains how to manage both positive and negative input from customers.

esearch shows that while satisfied customer may never tell anyone about the quality of service they receive, a dissatisfied one is likely to tell up to eight people. This makes it essential that small business owners are prepared for feedback in all its forms.

To help, we've put together some top tips alongside a helpful guide, designed to give small business owners a head start in dealing with customer feedback, be it positive or negative. View the tips below, and don't forget to download the guide at the end.

Today, we live in an "I want it NOW" world where the baseline for any business is anywhere, anytime, any device access to products and services. But that's not enough! To succeed in the lending business today, you need to be continuously engaged with customers. Just as technology is woven into our lives, it must be woven into the loan origination life cycle.

Continuous Engagement means placing the customer at the center of your business. It’s both Omni-channel (any channel, network or device) and multidimensional, encompassing marketing, sales, customer service, and back-office workflow.

1.Google Alerts.

Google Alerts can be thought of as a customized Google search that sends you notifications when new content is added for keywords that you’ve specified. The service scans and pulls information from relevant web pages, blogs, research, or articles within the Google network.

Setting up a Google Alert is free and can be done in only a few steps. Simply enter the search terms you want alerts for, choose the type of results you want Google to send you, and then select how often you want to receive alerts and where the alerts should be delivered.

Naymz is a tool that can help you track and manage your social influence, which is closely correlated to your online reputation. The higher your influence, the more positive your reputation will be.


Yext is a helpful site to visit if you want to manage your online listings on location and review sites (such as Yellow Pages or Yelp) to make sure the information posted is correct.


Hootsuite is a social media management tool that allows you to maintain all of your social media networks in one place. You’re able to schedule future messages, listen and engage with your followers, and view in-depth social media analytics in order to see how your content is being perceived and make improvements where they’re needed.


For about $25 a month, Reputology is a site that provides analytics for customer service management and alerts you with time-sensitive emails about any negative customer experiences. It sends you a detailed summary report of consumer feedback that will help you to respond quickly to your customers and identify any areas of improvement within your business. It also integrates with Hootsuite and other social media management tools.

6.Complaint Search Box.

Created by Go Fish Digital, Complaint Search Box is a website set to perform a specialized Google search on over 40 complaint websites. It’s a quick and easy way to perform free daily searches to make sure customers aren’t having negative experiences with you or your brand.

The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others. It is used as a proxy for gauging the customer's overall satisfaction with a company's product or service and the customer's loyalty to the brand.