Article

Aliya Zaidi
Aliya Zaidi 23 April 2020

[Infographic] How Are Leaders Managing Their Online Reputation?

The State of Online Reputation Management 2020 report, produced by London Research in partnership with Reputation.com, explores the degree to which companies are actively managing their online reputation, with a focus on what ‘leaders’ are doing differently from their peers. This infographic highlights five of the key findings from this survey-based research.

In particular, the report highlights the key differences between leaders and their peers, providing insight into how companies can reap the benefits of a more strategic approach to managing their reputations. 

Businesses are taking their first steps into ORM. 

It's clear that the majority of companies could be doing more in this area as just under half (46%) are still employing a basic approach to managing their online reputations. However, when companies invest in this area, there are clear and tangible benefits. Leaders are far more likely than their peers to report that they have a strong online reputation. 

Understand the importance of ratings and reviews.

When it comes to gauging online reputation, social media is often the first port-of-call for companies just starting out on this journey. However, first and foremost, it is important to look at the channels of communications that are favoured by your customers and key advocates. Ratings and review sites are often the most trusted sources of information for consumers, outpacing the likes of Twitter and Facebook. 

With that in mind, it is crucial that companies do not neglect the impact of ratings and review sites as a measure of customer sentiment. It is important to take feedback seriously and take the time to respond to customer queries. This research highlights that responding to feedback boosts the brand's reputation and amplifies its perception by customers. 

Companies risk losing out if they ignore the impact of reputation.

Despite the demonstrable impact on the bottom line, many companies are not yet investing enough in online reputation management. There's clearly a missed opportunity for many brands to reap tangible benefits from investing in this area.

Part of the approach to ORM necessitates making use of sophisticated technology. This would allow companies to plug the gaps and maximise efficiency. Almost three in ten companies don't have any technology in place to manage customer complaints and questions coming via online review sites.

There's plenty more trends, statistics and tips highlighted in the infographic below. For more research and tips for best practice, download the full State of Online Reputation Management 2020 Report

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For more research and tips for best practice, download the full State of Online Reputation Management 2020 Report

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