The Role Of Social Media In Online Reputation Management

The Role Of Social Media In Online Reputation Management

What Is ORM in Digital Marketing? The influence of social media on consumers’ purchasing behavior is undeniable. The more well-known a brand becomes, the more it will be analyzed and criticized. Therefore, a company must have robust Online Reputation Management practices at times like these.

An essential part of managing a brand’s online reputation is communicating with and reaching out to consumers through social media. Individuals look up on the internet and read reviews and posts, which becomes their deciding factor.

This is where the perception of a brand sets in. For example, reviews used to be important for businesses in the hospitality industry. But today, ratings and reviews are written for every conceivable product and service people spend their hard-earned money on.

What Is Reputation Management In Social Media?

Managing your brand’s online reputation via social media entails conversing with current and potential customers about your business. It’s a method for increasing the number of favorable comments about your company on social media and other platforms via constant monitoring and active community participation.

role of online reputation management

Social media online reputation management may help direct a company in the proper direction if done correctly. However, incorrect social media reputation management may affect business awareness and revenue generation. For example, negative comments and reviews can impact the sales of products or services.

That is why the social media team needs to look for negative feedback, address the concern very gently, and resolve it. So, online reputation management in digital marketing must maintain loyalty, credibility, trust, and brand image, which can make or break a brand and make it sustainable for a long time.

How To Come Up With Online Reputation Management Strategy?

As you are aware now, ORM is vital for brands in maintaining a positive image of the brand as it directly associates with generating revenue for the brand, as the end goal for a brand is the return on investment. So now, let us figure out how a brand can successfully manage online reputation management services.

Curate A Good Content Strategy

Maintaining an online presence is essential, but it is equally important to curate and put out content that is helpful to your brand’s target audience.

If you own a cosmetics company, for instance, you could educate your customers on how to use your product by producing blog articles or video content explaining the advantages of the key ingredient in your product.

The success of a brand’s social media presence depends on the team’s ability to pay attention to detail and craft posts that readers will like. To keep up with the social media accounts, the team must use social media management tools to maintain a posting schedule.

Timely Response To Messages And Feedback On DM

Every Instagram page has to monitor their Direct Messages (DM). This is because the majority of the inquiries, comments, and feedback come through DMs. As a result, it is crucial to monitor the companies’ mentions, tags, and favorable or unfavorable comments.

Customers need to know they are being heard. Therefore, it’s essential to discuss and resolve any complaints they may have, even if they make you uncomfortable. When a customer raises a valid issue, businesses should investigate it thoroughly before apologizing and taking action to fix the problem.

Share Positive Feedback

To understand what is ORM in digital marketing, it is essential to know that the customer is king. It’s not enough to have a great product that sells well; you also need to get the word out on social media about how much people like your product.

To build a loyal base with engaging customers, you must repost, tag, and mention the social media handles on your page to show appreciation. Additionally, monitoring and keeping track of repeat customers are essential. Finally, always heart, like, and comment if they recommend the brand or product to anyone.

Social Listening

Social listening should be an active part of the social media strategy. It allows the brands’ social media team to keep track of and monitor everything across different social media platforms. For example, brands can access Facebook, Instagram, and Twitter Analytics to learn about the views, comments, followers, and demographics.

Such insights can help create collaborative content based on the performance of the social listening tools. You may use their comments, questions, suggestions, complaints, and other input to inform a brand-new advertising and public relations approach.

Why Social Media Reputation Management matters?

You might wonder, if your target audience is not on social media, should you worry about your brand’s reputation on social media? The fact is, whether you’ve your audience on social media or not, you should always cater to your brand’s reputation on social media. Consumers today love to explore more and interact with their brands on social media. Hence it is essentially vital to have a sound social media reputation management strategy. Here are a few more compelling reasons;

  • Increases Visibility and credibility
  • Enhanced Customer Trust and Loyalty
  • Better Brand Image
  • Efficient Reputation Crisis Management

Let’s dive deeper.

1. Increases Visibility and Credibility of your Business

  • If your potential audience cannot find you on social media, they are more likely to be drawn to those they can find and eventually end up buying from. In today’s digital world, if your brand is not online, it doesn’t exist.
  • Also when your prospects see your customers interacting with your band online, it increases your credibility and helps them to convert into potential customers.

2. Enhanced Customer Trust And Loyalty

  • Customers who find your products or services amazing tend to become loyal fans on your brand’s social media channels. Besides, an efficient online reputation management strategy makes it easy to learn about their online behavior in and out.
  • This gives you an opportunity to build trust on deeper levels and translates into loyalty at later stages.

3. Better Brand Image

  • You get to engage with your target audience and customers in conversations on various social media platforms and shape the discussion to your advantage.
  • This increases audience engagement and your brand’s transparency, thus fostering a better brand image. Consumers find your brand more trustworthy and reputable and hence feel that they can make informed decisions.

4. Effectively Manage Reputation Crisis Management

  • Social media channels are the first place customers often resort to express their grievances and dissatisfaction. They offer an early indication of how to fix your brand image quickly before the situation gets out of hand.
  • Efficient crisis management using social media is necessary to prevent the tarnishing of your brand image.


These tips will help you understand what is ORM in digital marketing. Reputation management experts know it is straightforward for a negative review to go viral today. Therefore, effective brand reputation management is crucial for brands and businesses to control the narrative and perspective.

Social media has perks and flaws. Brands must take concrete steps in managing a positive online presence by encouraging feedback, maintaining customer relations, responding to comments, etc. So, what measures are you taking to maintain your brand’s online reputation management?

Author avatar
Sonam Badia