Brand management has always been a key business focus for success, but in recent years a new style of brand management has grown. This style is known as ‘online reputation management’ within the hospitality industry. According to website OnlineReputationReviews.com, the new requirement for online identity and branding focuses on the digital arena via blogging, social media, active PR, and search engine results. Luckily for those just catching up with the development of this new factor in the hospitality industry, there are some general tips for success.
There are three distinct elements to online reputation management. There is the media reputation, the public relations outreach, and the brand positivity in search results. The first element is the media reputation and revolves around having Facebook, Twitter, Instagram, Youtube, and a Linked in account that allows for customers to interact with the business digitally. The second element is public relations outreach where the business uses customer interaction as a way to troubleshoot complaints, make promotional offers, and create consistent public content to draw attention. The third and final element for online reputation management is brand positivism. 44% of online shopping begins with customers using search engines to identify their brand or product before checking prices. This means that when someone types your business name into the search bar there needs to be an official website and positive articles listed first. The brand positivism extends to maintaining the executives’ personal reputations as well since these days such information is easily available to online consumers and can greatly affect their interest in spending money on a business.
Online reputation management isn’t going to go away in the new digital age of consumerism. People will always want the most for their money and the least amount of complications. Thus it falls onto each business owner to pursue a positive brand image not only in personal interactions but also digital ones. It is possible, it is profitable, and most of all it will help the customer be confident and happy in your product and services.