1. What is Online Reputation Management (ORM)? Online Reputation Management refers to the strategies and practices that businesses or individuals use to influence how they are perceived online. ORM includes monitoring, addressing, and mitigating negative feedback, while also promoting positive reviews, testimonials, and content that aligns with the desired image of a brand or person.

In today's digital-first world, a company's reputation is often defined by what is said about it online rather than what the company says about itself. This includes everything from reviews on sites like Google and Yelp, to social media interactions, blog posts, and press coverage.

2. Why is ORM Important?

• Trust and Credibility: Consumers trust online reviews and search engine results to guide their purchasing decisions. A positive online reputation builds trust and credibility, while a poor one can deter potential customers.
• Customer Perception: 93% of people read reviews before making a purchase, and 88% trust online reviews as much as personal recommendations. Customers rely heavily on what others say about a brand.
• Revenue Impact: Studies have shown that even a single negative review can deter 22% of customers from considering a business. Conversely, a strong reputation can lead to customer loyalty and increased sales.
• Competitive Advantage: Companies with stellar reputations can use it as a competitive edge to distinguish themselves from rivals, particularly in saturated markets.
• Crisis Management: Proper ORM practices enable businesses to respond to negative situations, contain crises, and prevent long-term damage.