What is online reputation management (ORM)

Why Reviews Matter

Customers want to be sure they’re dealing with a trustworthy company—especially when the brand is new to them. Positive reviews boost credibility and trust.

But don’t aim for perfection—too many perfect reviews can seem fake. Aim for an honest mix. An average of 4.5 out of 5 stars with some constructive feedback looks authentic and builds trust.

How and Where to Get Reviews

Happy customers are usually willing to leave a review—you just have to ask. Reach out after a purchase or a few weeks later to ask how they’re enjoying the product or service. Personalize your request, and maybe offer a small incentive.

Encourage reviews across various platforms: Google, local directories, social media, or your website. Make sure reviews are unique to each platform. Avoid copy-pasting.

And yes—asking for reviews is not only okay, it’s recommended. Just don’t fake them. Google can penalize you for that. In fact, 76% of people will leave a review if you simply ask.

Freshness matters too. Reviews less than two weeks old are considered more trustworthy—and they show up higher in search results.

How rankingCoach Helps with ORM

Managing reviews across platforms can quickly become overwhelming. rankingCoach helps you stay in control:

• Monitor and respond to Google and Facebook reviews from one place
• Use smart filters to prioritize new or unanswered reviews
• Use AI-powered tools to generate professional responses
• Request new reviews via email invitations or QR-code print materials
• Showcase your best reviews with a widget on your website
• Track key metrics and compare them to your industry’s average
• Receive notifications about new reviews or brand mentions so you're always up-to-date—no need to check everything manually

With rankingCoach, you can manage your reputation efficiently, build trust, and strengthen your online presence in the long term.

Dealing With Bad Reviews

Respond to every review—especially the negative ones. Your reply shows potential customers how you handle issues.

Act quickly, be personal, and use names when possible. Show empathy, offer solutions, and avoid generic replies. One well-handled negative review can turn things around and even encourage a positive update from the customer.

If a review is fake, still respond. Explain that you can’t verify the contact but are happy to help. No response can look suspicious.

Document repeated feedback internally—it helps your team improve over time.

Dealing With Good Reviews

Positive reviews are powerful marketing. Always reply to thank the customer. Where natural, you can include relevant keywords in your response—this makes the review more visible in search results.

You can also share standout reviews across other platforms, on social media, or even directly on your website. Just remember to link back to the original review for authenticity.

How rankingCoach Helps

Managing reviews across multiple platforms can be time-consuming. rankingCoach makes it easy by allowing you to:

• Monitor Google and Facebook reviews from a single dashboard
  
  
• Use filters to spot new or unanswered reviews
  
  
• Get AI-powered suggestions for professional replies
  
  
• Send out review invitations via email or QR codes
  
  
• Showcase your best reviews on your website with a widget
  
  
• Track metrics and compare with your industry average
  
  
• Receive instant notifications for new reviews or brand mentions
  
  

This way, you can stay on top of your reputation without logging into dozens of platforms.

Conclusion

Reviews are not just feedback—they are part of your brand’s identity. Managing them well builds trust, boosts visibility in search results, and shows potential customers that you care. With the right approach, ORM turns both good and bad reviews into opportunities to grow your business.