What is online reputation management (ORM)

In today’s digital world, people rely less on print and more on the internet to make informed decisions—especially when choosing a product or service.

Have you ever looked up reviews before buying something? Of course you have. Those reviews influenced your decision. The same applies to your business. Regardless of size or industry, customers will talk about you online. ORM—Online Reputation Management—is the practice of monitoring, influencing, and improving how your business is perceived online.

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

Good reviews are marketing gold. Thank the customer, naturally include relevant keywords in your reply, and share the feedback across platforms—always linking back to the source.

Just remember: Use keywords in responses to positive reviews only. Avoid them in responses to negative reviews.