In today’s digital world, customers trust online reviews and ratings as much as personal recommendations. Before choosing a restaurant, a coaching class, or even a small shop, people first check Google reviews, social media feedback, and rating platforms.
That’s why Online Reputation Management (ORM) is crucial. It’s about managing what people say about your business online and ensuring your reputation stays positive.
What are Online Reviews & Ratings?
- Online Reviews – Written feedback from customers on platforms like Google, Facebook, Justdial, Yelp, Amazon, etc.
- Ratings – Star scores (1–5 stars) given by customers to show their satisfaction.
👉 Example:
- A student gives 5⭐ on Google with a review: “Best digital marketing course in Lucknow. Highly recommend!”
- This not only builds trust but also helps your business rank higher in local SEO.
Why Are Reviews & Ratings Important?
- Build Trust – 90% of customers read reviews before making a decision.
- Boost Local SEO – More positive reviews = higher chances of showing in Google’s local pack.
- Influence Buying Decisions – Customers choose businesses with better ratings.
- Provide Feedback – Reviews show what’s working and what needs improvement.
- Reputation Signal – Search engines and customers both see reviews as a sign of credibility.
What is ORM (Online Reputation Management)?
ORM is the process of monitoring, improving, and protecting your brand’s online reputation.
It includes:
- Tracking what people are saying about you.
- Responding to customer reviews.
- Highlighting positive feedback.
- Handling negative reviews professionally.
In short: ORM = Managing online perception of your business.
How to Manage Online Reviews & ORM Effectively
- Claim Your Business Profiles
- Google Business Profile
- Facebook Page
- Justdial, Yelp, Sulekha, TripAdvisor (based on your industry)
Make sure all details (Name, Address, Phone) are accurate.
- Encourage Happy Customers to Leave Reviews
- Ask directly after a successful purchase or service.
- Send WhatsApp or email links to your Google Review page.
- Example: “If you liked our service, please share your feedback on Google.”
- Respond to Every Review
- Positive Reviews → Thank customers genuinely.
- Negative Reviews → Stay polite, apologize if needed, and offer solutions.
Example reply: “We’re sorry you faced this issue. Please call us at [number], and we’ll resolve it immediately.”
- Monitor Your Reputation
- Use tools like Google Alerts, Mention, or Brand24 to track brand mentions.
- Regularly check reviews on Google, Facebook, and directories.
- Showcase Positive Reviews
- Display best reviews on your website.
- Share them on social media for trust-building.
- Handle Fake Reviews
- Report false reviews on Google or the platform.
- Collect proof (like invoices) to dispute spam or competitor reviews.
- Build a Review Strategy
- Make it part of your business process.
- Train staff to politely ask satisfied customers for reviews.
Benefits of Good ORM
- Higher trust & credibility
- Better SEO & local rankings
- More sales & customer inquiries
- Strong brand image
- Competitive edge over others
Example in Action
Imagine you run a bakery in Kanpur.
- A customer searches “best bakery near me.”
- Google shows bakeries with ratings & reviews.
- If your profile shows 4.8⭐ with 150 reviews, customers are more likely to visit you than a bakery with 3.2⭐ and 20 reviews.
This is the power of reviews + ORM.
Online Reviews and ORM are not optional anymore—they are essential for business growth. A few positive reviews can attract dozens of new customers, while one bad review can drive them away if not handled properly.
👉 By actively collecting reviews, responding politely, and managing your reputation, you can build trust, visibility, and long-term success.