In a nutshell, online reputation management (ORM) is the practice of monitoring and controlling what is said about a business or individual on the internet. A bad internet reputation can devastate businesses, resulting in lost sales and damage to their brand.

ORM involves a range of techniques, including monitoring social media, review sites, and search engine results, actively engaging with customers, and responding to negative feedback. A solid strategy can help businesses control their online narrative and build trust with their audience.

Ready to understand how to manage your internet reputation and the tools available to help your business succeed online? Let’s get started!

Online Reputation Management

What is Online Reputation Management?

It refers to monitoring, analyzing, and influencing how people perceive a brand, business, or individual online. It is the process of controlling what information is available online about a brand and what people read when searching for it online.

It includes a range of strategies, including:

  • Promotion of positive content
  • Responding to negative comments or reviews
  • Taking steps to address any negative information that appears online

ORM is not just about controlling what appears on search engine results pages (SERPs). It’s about creating and maintaining a positive image over time so that customers, prospects, and stakeholders view the business positively. It is about building a strong online brand trusted by consumers and respected by competitors.

Managing online reputation is more important than ever. With the widespread use of social media and online review platforms, businesses are under constant scrutiny from customers and competitors alike. A negative review or comment can spread like wildfire, damaging a business’s reputation and leading to a loss of revenue.

It is crucial to protect a business’s brand image and maintain its credibility in customers’ eyes.

Why Internet Reputation Matters for Your Business

Your e-reputation can significantly impact your business’s success. Here are some reasons why it is essential:

Impacts Buying Decisions

When potential customers search for your business online, they will likely come across reviews and ratings left by previous customers, which can greatly impact your online reputation. Positive reviews and ratings can help build trust and encourage customers to purchase, while negative reviews can harm your online standing and turn them away.

Allows You to Control Perceptions

It allows you to control the narrative around your brand. By proactively managing your reputation online, you can ensure that your brand is seen in a positive light.

Helps Deal with Negative Reviews

Negative reviews are unfortunate for any business, no matter how great their products or services may be. However, with the assistance of an online reputation manager and a proactive internet reputation management strategy, you can respond to negative reviews promptly and effectively, potentially turning an unhappy customer into a loyal one.

Identifies Valuable Feedback

Online reviews and ratings can provide valuable feedback for your business. By monitoring and analyzing this feedback, you can identify areas to improve and make necessary changes to your products, services, or customer experience.

Reputation Marketing vs. Reputation Management

These two are related but distinct concepts are often used interchangeably. However, it’s essential to understand the difference between the two:

1. Reputation management —  As mentioned above, It is the process of monitoring, identifying, and influencing how others perceive a company or individual. It involves mitigating negative feedback, responding to customer complaints, and ensuring your internet reputation accurately reflects your brand.

2. Reputation branding and marketing  — It is the process of actively promoting your positive reputation to attract new customers and build loyalty with existing ones. It involves using your reputation as a selling point, showcasing positive customer reviews, and leveraging social proof to build trust with potential customers.

While reputation management is critical to protecting your brand’s reputation and mitigating potential damage, the latter is essential to building a strong and loyal customer base.

When done right, online reputation marketing can drive significant business results, including increased sales, higher customer retention rates, and improved brand perception. However, it requires a strategic approach, a deep understanding of your target audience, and a willingness to invest in building a strong reputation over time.

By understanding the difference between the two and developing a comprehensive strategy that includes both, businesses can effectively protect and promote their internet reputation, driving growth and success in today’s digital landscape.

online reputation management

5 Proven Online Reputation Marketing Techniques

There are several effective techniques that you can use to help improve your internet reputation. Here are five proven techniques that you can implement for your business:

1. Create a Consistent Brand Identity

Having a strong and consistent brand identity can help build trust with your customers and increase brand recognition. Therefore, ensuring your brand’s messaging and visuals are consistent across all platforms and channels is important.

It includes your website, social media profiles, and any other online presence your brand has. By utilizing online reputation management services to maintain a consistent brand identity, you’ll be able to establish a recognizable image for your business and help build a positive reputation.

2. Apologize for Your Mistakes

No business is perfect, and mistakes are bound to happen. However, it’s crucial to take responsibility for any mistakes your business makes and apologize to affected parties. It can go a long way in demonstrating your commitment to customer satisfaction and can help rebuild trust with your audience.

Apologizing promptly and sincerely can prevent negative reviews and comments from spreading online and help keep your online standing intact.

3. Don’t Ignore Customer Feedback

Whether positive or negative, customer feedback is valuable for your business. However, negative feedback can harm your reputation, so online reputation repair is crucial for companies that want to maintain a positive image.

Responding to feedback, whether it’s on social media or review sites, demonstrates that you care about your customers and are committed to addressing any issues they may have. It can help build a positive reputation for your business and show potential customers that you value their opinions.

4. Ask for Customer Reviews

Positive customer reviews are among the most effective ways to improve online standing. Encourage satisfied customers to leave reviews on platforms such as Google My Business, Yelp, and Facebook.

It’s important to respond to positive and negative reviews promptly and professionally.

5. Reward Customer Loyalty

Offering rewards and incentives to loyal customers can help build positive relationships and encourage repeat business. This can help improve your online reputation by generating positive word of mouth and increasing customer satisfaction.

Top Mistakes to Avoid in Internet Reputation Management

While there are many effective strategies for managing and improving your reputation, it’s also important to be aware of the common mistakes that can undermine your efforts. Here are some of the top mistakes to avoid:

1. Ignoring Negative Feedback

One of the biggest mistakes you can make is to ignore negative feedback or reviews. Even if the feedback is unjustified or unfair, it’s important to respond promptly and professionally to show that you care about your customers’ experiences and are committed to addressing their concerns.

2. Overreacting to Negative Feedback

While responding to negative feedback is important, staying calm and professional is crucial. Online reputation monitoring can help you keep track of feedback in real-time and respond appropriately. Overreacting or responding defensively can worsen the situation and further damage your reputation.

3. Failing to Monitor Your Online Presence

It’s important to regularly monitor your online presence to stay on top of any negative comments or reviews. It includes social media and review sites, forums, and other online platforms where your brand might be mentioned.

4. Neglecting Your Internet Reputation

Your reputation is an ongoing process that requires consistent attention and effort. Neglecting it or failing to address issues promptly can damage your brand long-term.

5. Not Having a Plan in Place

Finally, it’s important to have a plan for managing online reputation. It should include clear guidelines for responding to negative feedback, regular monitoring of your online presence, and a strategy for building and maintaining a positive standing.

Avoiding these common mistakes ensures that your efforts are effective and successful.

Best Reputation Management Services

In addition to implementing these techniques, businesses can also utilize services to help monitor and improve their online presence. Here are five of the best online reputation management services:

Google My Business

Google My Business is a free service that allows businesses to manage their online presence across Google, including search and maps. Businesses can update their business information, respond to customer reviews, and upload photos through this platform.


  • Free
  • Integrates with Google search and maps
  • Allows businesses to update business information
  • Provides insights on customer engagement


  • Free to use
  • Offers a centralized location for managing online presence on Google
  • Helps improve search engine visibility


  • Limited features compared to other internet reputation management services
  • May not be sufficient for businesses with complex online reputation management needs

Apple Business Connect

Apple Business Connect is a service that allows businesses to manage their presence on Apple Maps. This platform lets businesses update their business information, monitor customer reviews, and upload photos.


  • Free
  • Integrates with Apple Maps
  • Allows businesses to update business information
  • Provides insights on customer engagement


  • Free to use
  • Offers a centralized location for managing online presence on Apple Maps
  • Helps improve visibility on Apple Maps


  • Limited features compared to other services
  • Only relevant for businesses with a physical location


Amazon offers various services to assist businesses in reputation online management on the platform. Through this, companies can respond to customer reviews, analyze trends, and address customer concerns to build a positive brand image and attract more customers.


  • Allows businesses to respond to customer reviews
  • Provides insights on customer engagement
  • Offers a range of tools for managing e-reputation


  • Can help businesses build a positive reputation
  • Provides a centralized location for managing online standing on Amazon


  • Limited to businesses that sell on the platform
  • May not be sufficient for businesses with complex reputation management needs


Podium is an online reputation management service that allows businesses to manage their online reviews across multiple platforms, including Google, Facebook, and Yelp. Through this platform, businesses can monitor customer feedback and respond to customer reviews.


  • Allows businesses to manage online reviews across multiple platforms
  • Provides insights on customer engagement
  • Offers a range of tools for managing online standing on Podium


  • Helps businesses improve their reputation across multiple platforms
  • Provides a centralized location for managing internet reputation


  • Can be expensive for smaller businesses
  • May not be necessary for businesses with a smaller online presence

Reputation Defender

Reputation Defender offers a comprehensive suite of reputation marketing services to help businesses monitor and improve their internet reputation. Through this platform, businesses can respond to customer feedback, and improve their search engine visibility, ultimately helping them attract more customers and build a positive brand image.


  • Offers a range of reputation management tools
  • Provides insights on customer engagement
  • Offers personalized e-reputation management services


  • Provides a comprehensive approach to internet reputation management
  • Offers personalized services for businesses with complex reputation management needs


  • Can be expensive for smaller businesses
  • May not be necessary for businesses with a smaller online presence

online reputation management

Global and Local Reputation Marketing with Clicta Digital

After reading this article, you may wonder how to apply these techniques to your business or brand. Clicta Digital is a leading digital marketing agency that can help you with your internet reputation management needs.

We understand the importance of internet reputation management in today’s digital landscape. Therefore, we offer a range of reputation management services to help our clients maintain a positive online standing, including:

  • Reputation monitoring — We track your online presence and respond to negative reviews or comments about your brand.
  • Reputation repair — If your brand has suffered a hit to its online reputation, we work to repair it by removing negative reviews and comments.
  • Reputation marketing — We help promote your brand online by highlighting positive reviews and increasing your online presence.
  • Local reputation management — We focus on building your brand’s reputation in your local community by engaging with local customers and creating a positive image for your brand.

By partnering with us, rest assured that your internet reputation is in good hands. Our team of experts will work with you to develop a customized online reputation management plan that meets your business needs and helps you achieve your goals.

Contact us today to learn more about our reputation management services and how we can help boost your brand’s online standing.