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94% Of Customers Won't Engage In Business

29 April, 2021 4 min read

94% of Customers Won't Engage In Business

Your Online Reputation matters a lot

You own a small restaurant in Ajmer, Rajasthan. Things are going well, but you have a feeling that you can do much better than this. Referral marketing isn’t bringing much business and you don’t have enough resources to advertise on local TV or newspapers.

It’s high time to consider Digital Marketing and get serious about it. To get more clarity about where you currently stand, you do a quick Google search for your shop’s name. And, what do you see? 

Unfortunately, the names of your biggest competitors were there. This hit you hard and tight. 

Not ideal. 

The liberating news is that you can fix this with Online Reputation Management. For this, you need to understand what ORM is.

What is Online Reputation Management? 

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” 

~Warren Buffet

Online Reputation Management is the process of improving the perception of your business in the eyes of potential customers. Online Reputation refers to your brand image on the Internet. It involves weakening or eliminating negative content about you online by including more positive feeds to improve your credibility and invoke customer’s trust in you. 

As per the Statistics, While searching for a local business, 97% of people read online reviews.

Why is Reputation Management important?

Let’s find out.

Before making a purchase decision, customers go on Google and search for a particular brand from which they’re willing to do business. If they see negative reviews, negative blog posts and comments related to you, they’ll most likely change their mind and start looking for some other brand. You also do this. Right?

Thus, it is imperative to have your online reputation monitored so that the negative reviews about your business don't get amplified and can be overshadowed by more positive reviews from your satisfied customers. 

*Rannkly is an Online Reputation Management tool that improves your brand’s reputation through various engaging features. From a single dashboard, you can connect review websites and you can monitor, analyze and respond to customers’ reviews. 

According to the ReviewTrackers’ study, around 94% of customers won’t engage in business with a company if they have negative feedback.

3 Essential Tips to Improve Your Online Reputation Management

The flow of information in this age of the internet is jaw-dropping. If a politician makes a controversial remark, it will take seconds to turn the internet topsy-turvy. 

People can put up negative or incorrect information about you, which can severely tarnish your brand’s reputation. For this, online reputation management becomes ultra-important. Whatever is said on the internet can make or break your brand, so make sure your positive press is more visible than the negative ones.

Below are some of the essential tips to improve your Online Reputation Management. 


You need a monitoring system to keep a track of everything that is being said about you online. For this, there is a multitude of online tools like Google and Yahoo Alerts to notify any mention about your brand on customer review platforms.

You can also track your competitors. If anything negative about your brand surfaces on their sites or anywhere else, you should be ready to tackle this.  

Be part of the Conversation: Contribute to blogs or forums that are specific to your industry or arena. Make an effort to directly communicate with your consumers and establish a connection with them. Resolve their queries promptly and create a positive image of your brand.

There are many social media sites such as Facebook, Google, Twitter, etc., that facilitate direct communication with the consumer. 

Here, Rannkly can be a great fit for you. Rankkly helps you to manage and monitor all  your social media channels.

It has been noted that brands that reply to even one review earn 4% more than average.

Dealing with Complaint Sites:

Consumer complaint sites devote all their vital energies and resources to attacking a particular business or organization. 

  • If the complaints are valid, you just need to resolve the issues in order to kill the bad publicity.
  • If the complaints are not true or misleading, you can make a counterattack site demonstrating why that particular site is invalid while focussing on the positive aspects of your brand.
  • If your competitors run the website, take immediate legal action to close it down.

Comparison between Reputation Management and Review Management

Reputation Management refers to all those activities that contribute to creating a sterling reputation online. This includes monitoring and responding to comments, reviews, or feedback online. ORM is a wide concept as it also includes Social Media Management.

Rannkly manages your Social Media in a great way. You can create interactive posts, schedule and publish them on all social media channels.

If there is a conversation taking place about your business online, it’s a part of Reputation Management.

On the contrary, Review Management is a part of reputation management- you’re monitoring and responding to reviews that come in via review sites. Management is a semi-automated process that depends greatly on software to stay top on reviews.

Lastly, use Online Reputation Management to strengthen the positive image of your brand. Respond to questions and negative reviews so that customers develop trust in you, and they get that confidence that you’re there in times of adversity. Use effective CRM strategies to have more control over how your potential customers are viewing you.

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Sales Head at Coder Value Pvt. Ltd.

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