8 Tips for Improving Online Reputation Management (ORM)

Last updated: January 2026

 

Negative customer feedback is unavoidable for businesses of all sizes and industries. Most customer issues can be resolved quickly through phone calls or emails. However, problems arise when unhappy customers post negative reviews online, where they can influence thousands of potential customers.

 

With the rise of digital platforms, word-of-mouth travels faster than ever. That’s why having a strong Online Reputation Management (ORM) strategy in place is essential before a crisis occurs.

 

What Is Online Reputation Management (ORM)?

Online Reputation Management (ORM) is the process of monitoring, influencing, and improving how your brand is perceived online. Originally rooted in public relations, ORM now includes search engines, review platforms, social media, blogs, and news websites.

 

In simple terms, ORM focuses on:

• Managing online reviews 
• Building trust with potential customers
• Promoting positive brand content
• Reducing the visibility of negative results

 

Today, anyone with a smartphone can instantly share opinions on social media or review sites, making ORM more important than ever.

 

How Online Reputation Management Impacts Your Business

Your online reputation directly affects customer trust and buying decisions. When users search for your business, the information they find reviews, ratings, articles, or social posts shapes their perception.

 

Key benefits of effective ORM include:

• Higher customer trust 
• Reduced impact of negative reviews
• Improved conversion rates
• Better search engine visibility

 

Since the top 5 Google search results get nearly 70% of all clicks, maintaining a positive digital presence is critical.

 

1. Request Google to Remove Harmful Content

Once negative or defamatory content appears online, removing it can be challenging. However, if the content violates Google’s policies (such as fake reviews, defamatory statements, or inappropriate images), you can request removal from Google’s search results.

 

Keep in mind:

• Google may remove the content from search results, not the website itself 
• You may still need to contact the website owner to delete it permanently

 

Removing harmful content early can prevent long-term damage to your brand.

 

2. Use Search Engine Optimization (SEO) to Push Down Negative Results

Search Engine Optimization (SEO) plays a crucial role in online reputation management. By creating high-quality, keyword-optimized content, you can outrank negative pages in search results.

 

Effective SEO strategies include:

• Publishing informative blog posts 
• Updating content regularly
• Optimizing website pages with relevant keywords
• Building authoritative backlinks

 

Since 75% of users never scroll past the first page of Google, pushing negative content to page two or beyond significantly reduces its impact.

 

3. Publish Fresh and Valuable Content Regularly

Search engines prefer fresh, useful, and relevant content. If you don’t already have a blog, start one. Use it to publish:

• Industry insights 
• Company updates
• FAQs
• How-to guides

 

Consistent content creation helps:

• Strengthen your brand authority 
• Highlight positive information about your business
• Improve SEO rankings

 

4. Create and Optimize Your Facebook Business Page

Facebook is one of the most powerful platforms for online reputation management, with over 2 billion active users. Most customers check a brand’s Facebook page before making a purchase.

 

Best practices:

• Complete your business profile 
• Encourage customer reviews
• Post updates regularly
• Respond promptly to comments and messages

 

Handling feedback professionally even negative reviews shows transparency and builds trust.

 

5. Claim and Manage Your Yelp Listing

Yelp is one of the most influential review platforms, especially for local businesses. Yelp reviews often appear in Google search results and can directly affect purchasing decisions.

 

After claiming your Yelp profile:

• Respond to both positive and negative reviews 
• Address complaints professionally
• Thank customers for feedback

 

This demonstrates your commitment to customer satisfaction and builds credibility.

 

6. Encourage More Positive Customer Reviews

One of the best ways to improve your online reputation is by generating authentic positive reviews.

 

You can encourage reviews by:

• Asking customers for feedback after purchase 
• Encouraging social media followers to share experiences
• Sending follow-up emails
• Adding review CTAs on your website

 

Never buy or fake reviews. Instead, make the review process easy and accessible for genuine customers.

 

7. Set Up Google Alerts for Brand Monitoring

Google Alerts helps you monitor mentions of your brand, products, or services across the web. You’ll receive email notifications whenever new content related to your business appears online.

 

Benefits of Google Alerts:

• Track brand mentions in real time 
• Respond quickly to reputation threats
• Identify negative feedback early

 

This proactive approach helps you stay in control of your online image.

 

8. Claim and Optimize Your Google My Business Listing

Google My Business (GMB) is essential for local SEO and online reputation management. Reviews from GMB appear directly in Google search and Maps results.

 

Best practices:

• Claim and verify your listing 
• Encourage satisfied customers to leave reviews
• Keep business details updated
• Respond to all reviews professionally

 

An optimized GMB profile improves visibility, credibility, and customer trust.

 

Final Thoughts

Online Reputation Management is no longer optional it’s a necessity. By combining SEO, review management, social media engagement, and brand monitoring, you can protect and strengthen your business reputation online.

 

A strong ORM strategy not only minimizes negative feedback but also builds long-term trust, authority, and growth for your brand.

Online Reputation Management FAQs

What is Online Reputation Management (ORM)?

Online Reputation Management (ORM) is the process of monitoring, improving, and controlling how a brand or business is perceived online through reviews, search results, and social media.

Why is online reputation management important?

ORM is important because most customers check online reviews and search results before making a purchase. A positive reputation builds trust and increases conversions.

How can SEO help in online reputation management?

SEO helps push negative content down search results by ranking positive, high-quality content higher on Google, improving overall brand perception.

Can Google remove negative reviews or content?

Google can remove content that violates its policies, such as defamatory or inappropriate content. However, legitimate negative reviews usually cannot be removed.

What platforms should businesses monitor for ORM?

Businesses should monitor Google Reviews, Facebook, Yelp, social media platforms, blogs, and news websites to manage their online reputation effectively.