{"id":20063,"date":"2024-06-28T06:30:25","date_gmt":"2024-06-28T11:30:25","guid":{"rendered":"https:\/\/ahrefs.com\/blog\/?p=20063"},"modified":"2025-12-18T09:15:14","modified_gmt":"2025-12-18T14:15:14","slug":"online-reputation-management","status":"publish","type":"post","link":"https:\/\/ahrefs.com\/blog\/online-reputation-management\/","title":{"rendered":"Online Reputation Management: A Beginner\u2019s Guide"},"content":{"rendered":"\n<div class=\"intro-txt\">Has someone written something about your business online that\u2019s misleading, inaccurate, or just downright <em>nasty<\/em>?<\/div>\n\n\n\n<p>If you\u2019re worried this could impact your business, you\u2019ll need to start online reputation management (ORM). But where should you start with ORM? And what the heck is&nbsp;it?<\/p>\n\n\n\n<p>In this beginner\u2019s guide, I\u2019ll explain what online reputation management is, why it\u2019s important, and how you can manage your business\u2019s reputation effectively online.<\/p>\n\n\n\n<div class=\"intro-tok\" id=\"intro_tok\" style=\"display:none;\"><div class=\"intro-title\">Contents<\/div><a href=\"#\" class=\"expand-dots\"><span><\/span><span><\/span><span><\/span><\/a><\/div>\n\n\n\n<div class=\"post-nav-link clearfix\" id=\"section1\"><a class=\"subhead-anchor\" data-tip=\"tooltip__copielink\" rel=\"#section1\"><svg width=\"19\" height=\"19\" viewBox=\"0 0 14 14\" style><g fill=\"none\" fill-rule=\"evenodd\"><path d=\"M0 0h14v14H0z\" \/><path d=\"M7.45 9.887l-1.62 1.621c-.92.92-2.418.92-3.338 0a2.364 2.364 0 0 1 0-3.339l1.62-1.62-1.273-1.272-1.62 1.62a4.161 4.161 0 1 0 5.885 5.884l1.62-1.62L7.45 9.886zM5.527 5.135L7.17 3.492c.92-.92 2.418-.92 3.339 0 .92.92.92 2.418 0 3.339L8.866 8.473l1.272 1.273 1.644-1.643A4.161 4.161 0 1 0 5.897 2.22L4.254 3.863l1.272 1.272zm-.66 3.998a.749.749 0 0 1 0-1.06l2.208-2.206a.749.749 0 1 1 1.06 1.06L5.928 9.133a.75.75 0 0 1-1.061 0z\" style \/><\/g><\/svg><\/a><div class=\"link-text\" data-anchor=\"What is online reputation management?\" data-section=\"what-is-online-reputation-management\">\n\n\n\n<h2 class=\"wp-block-heading\"><a id=\"post-176643-_otkdrqo0nvfd\"><\/a>What is online reputation management?<\/h2>\n\n\n\n<\/div><\/div>\n\n\n\n<p>Online reputation management is the process of monitoring, maintaining, and positively influencing the perception of your business across the Internet using <a href=\"https:\/\/ahrefs.com\/blog\/digital-marketing-tactics\/\">digital marketing tactics<\/a>.<\/p>\n\n\n\n<p>Although ORM may seem similar to <a href=\"https:\/\/ahrefs.com\/blog\/digital-pr\/\">digital PR<\/a>, it focuses more on responding to customers\u2019 reviews and correcting misleading information that could negatively impact your business\u2019s reputation.<\/p>\n\n\n\n<p>Online reputation management shows customers their opinions matter and encourages them to contact you directly if they have an&nbsp;issue.<\/p>\n\n\n\n<p>ORM usually focuses on Google, websites, and social media\u2014because that\u2019s where people leave reviews. But, as we can see below, the emergence of LLMs adds <a href=\"https:\/\/x.com\/JoyanneHawkins\/status\/1804133336815722527\">further complexity into the mix<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"684\" height=\"657\" class=\"wp-image-176644\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/venn-diagram-showing-where-your-businesss-online.png\" alt=\"Venn diagram showing where your business's online reputation resides\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/venn-diagram-showing-where-your-businesss-online.png 684w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/venn-diagram-showing-where-your-businesss-online-442x425.png 442w\" sizes=\"auto, (max-width: 684px) 100vw, 684px\"><\/figure>\n\n\n\n<p>If we zoom in, it\u2019s clear that managing your online reputation is actually even more nuanced than&nbsp;this.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-176733 size-full\" style=\"width: 838px; height: auto;\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/online-reputation-management-google-reputation-management-1.jpg\" alt=\"The reality of managing your reputation online: Everything comes back to Google\" width=\"1924\" height=\"2250\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/online-reputation-management-google-reputation-management-1.jpg 1924w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/online-reputation-management-google-reputation-management-1-363x425.jpg 363w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/online-reputation-management-google-reputation-management-1-768x898.jpg 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/online-reputation-management-google-reputation-management-1-1313x1536.jpg 1313w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/online-reputation-management-google-reputation-management-1-1751x2048.jpg 1751w\" sizes=\"auto, (max-width: 1924px) 100vw, 1924px\"><\/figure>\n\n\n\n<p>You\u2019ve probably noticed that almost everything feeds back into Google. Google uses <a href=\"https:\/\/ahrefs.com\/seo\/glossary\/serp-features\">SERP features<\/a> to highlight important content from third-party sites, such as social media, within its search results.<\/p>\n\n\n\n<p>So if there\u2019s a bad review about your company on any of these platforms, it could be pulled into Google\u2019s search results.<\/p>\n\n\n\n<div class=\"sidenote\"><div class=\"sidenote-title\">Sidenote.<\/div> Despite recent headlines, Google is still at the core of our online experience, and with <a href=\"https:\/\/ahrefs.com\/blog\/seo-statistics\/\">95.32% of people using it on mobile<\/a> to search, managing your online reputation matters the most&nbsp;here.<\/div>\n\n\n\n<div class=\"post-nav-link clearfix\" id=\"section1\"><a class=\"subhead-anchor\" data-tip=\"tooltip__copielink\" rel=\"#section1\"><svg width=\"19\" height=\"19\" viewBox=\"0 0 14 14\" style><g fill=\"none\" fill-rule=\"evenodd\"><path d=\"M0 0h14v14H0z\" \/><path d=\"M7.45 9.887l-1.62 1.621c-.92.92-2.418.92-3.338 0a2.364 2.364 0 0 1 0-3.339l1.62-1.62-1.273-1.272-1.62 1.62a4.161 4.161 0 1 0 5.885 5.884l1.62-1.62L7.45 9.886zM5.527 5.135L7.17 3.492c.92-.92 2.418-.92 3.339 0 .92.92.92 2.418 0 3.339L8.866 8.473l1.272 1.273 1.644-1.643A4.161 4.161 0 1 0 5.897 2.22L4.254 3.863l1.272 1.272zm-.66 3.998a.749.749 0 0 1 0-1.06l2.208-2.206a.749.749 0 1 1 1.06 1.06L5.928 9.133a.75.75 0 0 1-1.061 0z\" style \/><\/g><\/svg><\/a><div class=\"link-text\" data-anchor=\"Why is ORM important?\" data-section=\"why-is-orm-important\">\n\n\n\n<h2 class=\"wp-block-heading\"><a id=\"post-176643-_vpaq8w2k2y18\"><\/a>Why is ORM important?<\/h2>\n\n\n\n<\/div><\/div>\n\n\n\n<p>ORM is important because, if done right, it can help you win back potential customers and protect your business\u2019s sales and revenue.<\/p>\n\n\n\n<p>It\u2019s also important because:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Certain online places hold a disproportionate influence<\/li>\n\n\n\n<li>It\u2019s never been easier or faster to put a review online<\/li>\n\n\n\n<li>Responding to customers\u2019 feedback builds trust and credibility with your&nbsp;brand<\/li>\n<\/ul>\n\n\n\n<p>Let\u2019s explore these concepts further.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><a id=\"post-176643-_zf6xrk1zyu1a\"><\/a>Certain online places hold a disproportionate influence<\/h3>\n\n\n\n<p>When people think of online reviews, they think of Google reviews first. There\u2019s a reason for this\u2014Google has made it ridiculously easy to leave a review for any business, making them an important focus for&nbsp;ORM.<\/p>\n\n\n\n<p>Often, all you have to do is search for the brand and click the \u201cwrite a review\u201d button\u2014right from the search results.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1090\" height=\"1466\" class=\"wp-image-176646\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-writing-a-review-direct-from-google-sea.jpg\" alt=\"Example of writing a review direct from Google Search\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-writing-a-review-direct-from-google-sea.jpg 1090w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-writing-a-review-direct-from-google-sea-316x425.jpg 316w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-writing-a-review-direct-from-google-sea-768x1033.jpg 768w\" sizes=\"auto, (max-width: 1090px) 100vw, 1090px\"><\/figure>\n\n\n\n<p>This star rating also shows on Google maps. These ratings can make or break a business.<\/p>\n\n\n\n<p>I held a quick <a href=\"https:\/\/www.linkedin.com\/posts\/chris-haines-seo_quick-poll-time-i-am-doing-some-activity-7208459982701244416-PHVv?utm_source=share&amp;utm_medium=member_desktop\">poll on LinkedIn<\/a> to confirm whether this was true, and this was confirmed:<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1016\" height=\"352\" class=\"wp-image-176647\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/linkedin-poll-on-whether-a-series-of-negative-goog.png\" alt=\"LinkedIn poll on whether a series of negative Google reviews about a business would make you reconsider shopping there\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/linkedin-poll-on-whether-a-series-of-negative-goog.png 1016w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/linkedin-poll-on-whether-a-series-of-negative-goog-680x236.png 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/linkedin-poll-on-whether-a-series-of-negative-goog-768x266.png 768w\" sizes=\"auto, (max-width: 1016px) 100vw, 1016px\"><\/figure>\n\n\n\n<p>Maintaining a good star rating is vital for customer-facing businesses like restaurants or hotels and anyone with a small business.<\/p>\n\n\n\n<p>For example, someone looking for a restaurant can filter Google Maps results to show only businesses with a specific rating.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"2048\" height=\"1057\" class=\"wp-image-176648\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/star-rating-filter-example-via-google-maps.png\" alt=\"Star rating filter example, via Google Maps\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/star-rating-filter-example-via-google-maps.png 2048w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/star-rating-filter-example-via-google-maps-680x351.png 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/star-rating-filter-example-via-google-maps-768x396.png 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/star-rating-filter-example-via-google-maps-1536x793.png 1536w\" sizes=\"auto, (max-width: 2048px) 100vw, 2048px\"><\/figure>\n\n\n\n<p>Put yourself in the shoes of your customers who notice a terrible review\u2014this might be the journey they go through:<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1989\" height=\"460\" class=\"wp-image-176649\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/word-image-176643-6.jpg\" alt srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/word-image-176643-6.jpg 1989w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/word-image-176643-6-680x157.jpg 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/word-image-176643-6-768x178.jpg 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/word-image-176643-6-1536x355.jpg 1536w\" sizes=\"auto, (max-width: 1989px) 100vw, 1989px\"><\/figure>\n\n\n\n<p>TLDR: If your business doesn\u2019t have a good star rating on Google, you\u2019ll miss out on potential sales due to your online reputation.<\/p>\n\n\n\n<div class=\"recommendation\"><div class=\"recommendation-title\">Tip<\/div><div class=\"recommendation-content\"> If you want to check and respond to your Google reviews, sign up for a <a href=\"https:\/\/www.google.com\/intl\/en_us\/business\/\">Google Business Profile<\/a> account.<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"854\" height=\"636\" class=\"wp-image-176650\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/google-business-profile-manager-screenshot.png\" alt=\"Google Business Profile Manager Screenshot\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/google-business-profile-manager-screenshot.png 854w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/google-business-profile-manager-screenshot-571x425.png 571w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/google-business-profile-manager-screenshot-768x572.png 768w\" sizes=\"auto, (max-width: 854px) 100vw, 854px\"><\/figure>\n\n\n\n<p>In addition to Google reviews, you may have noticed that Reddit has recently started to appear more frequently in Google searches. This is due to Google adding the new discussions and forums search feature to the search results.<\/p>\n\n\n\n<p>Here\u2019s what it looks&nbsp;like:<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1388\" height=\"652\" class=\"wp-image-176651\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/discussions-and-forums-screenshot.png\" alt=\"Discussions and forums screenshot\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/discussions-and-forums-screenshot.png 1388w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/discussions-and-forums-screenshot-680x319.png 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/discussions-and-forums-screenshot-768x361.png 768w\" sizes=\"auto, (max-width: 1388px) 100vw, 1388px\">\n<figcaption class=\"wp-element-caption\">Example of \u201cdiverse personal experiences\u201d from the Discussions and forums SERP feature<\/figcaption>\n<\/figure>\n\n\n\n<p>This feature highlights forum results from sites like Reddit and relevant forums in the search results where \u201c<a href=\"https:\/\/blog.google\/products\/search\/google-search-discussions-forums-news\/\">diverse personal experiences<\/a>\u201d are considered beneficial.<\/p>\n\n\n\n<p>The issue for ORM is that these personal experiences could pose a reputational threat to your business, as they can be highlighted in the search results, as in this example, from a UK broadband provider.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1726\" height=\"796\" class=\"wp-image-176652\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/discussions-and-forums-snippet-with-bad-review-hig.png\" alt=\"Discussions and forums snippet with bad review highlighted, via Ahrefs' Site Explorer\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/discussions-and-forums-snippet-with-bad-review-hig.png 1726w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/discussions-and-forums-snippet-with-bad-review-hig-680x314.png 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/discussions-and-forums-snippet-with-bad-review-hig-768x354.png 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/discussions-and-forums-snippet-with-bad-review-hig-1536x708.png 1536w\" sizes=\"auto, (max-width: 1726px) 100vw, 1726px\"><\/figure>\n\n\n\n<p>A quick check of Ahrefs\u2019 <a href=\"https:\/\/ahrefs.com\/site-explorer\">Site Explorer<\/a> shows that Reddit URLs with the word \u201creview\u201d that rank number one in Google have skyrocketed since last year. This means Reddit is influencing review keywords more than ever before.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1620\" height=\"1254\" class=\"wp-image-176653\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/increase-in-reddit-review-traffic-via-ahrefs-sit.png\" alt=\"Increase in Reddit review traffic, via Ahrefs' Site Explorer\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/increase-in-reddit-review-traffic-via-ahrefs-sit.png 1620w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/increase-in-reddit-review-traffic-via-ahrefs-sit-549x425.png 549w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/increase-in-reddit-review-traffic-via-ahrefs-sit-768x594.png 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/increase-in-reddit-review-traffic-via-ahrefs-sit-1536x1189.png 1536w\" sizes=\"auto, (max-width: 1620px) 100vw, 1620px\">\n<figcaption class=\"wp-element-caption\">The rise and rise of Reddit review organic traffic via <a href=\"https:\/\/ahrefs.com\/site-explorer\">Ahrefs\u2019 Site Explorer<\/a>.<\/figcaption>\n<\/figure>\n\n\n\n<p>This means you can\u2019t afford to ignore platforms like Reddit anymore for online reputation management. At the very least, you\u2019ll need to monitor and respond to conversations there.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><a id=\"post-176643-_kpgylispwup9\"><\/a>It\u2019s never been easier or faster to put a review online<\/h3>\n\n\n\n<p>As we\u2019ve already seen, creating a negative review is now easier and quicker than ever before. Anyone can leave a bad review in minutes by Googling a brand\u2019s name and then selecting one of the following:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Google local reviews<\/li>\n\n\n\n<li>3rd party review sites e.g., Trustpilot<\/li>\n\n\n\n<li>UGC sites like Reddit, Quora<\/li>\n\n\n\n<li>And many&nbsp;more!<\/li>\n<\/ul>\n\n\n\n<p>Here\u2019s an example of a guy who went to a restaurant, didn\u2019t like the food, wrote a negative Google review, and then made a viral TikTok video.<\/p>\n\n\n\n<p>After he placed the review, the restaurant owner responded by sending him a <a href=\"https:\/\/www.tiktok.com\/@adamjuvs\/video\/7362271408296119558\">meeting invitation<\/a> for a fight in the car park at 3 a.m.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/www.tiktok.com\/@adamjuvs\/video\/7362271408296119558\"><img loading=\"lazy\" decoding=\"async\" width=\"1180\" height=\"1062\" class=\"wp-image-176690\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/2024-06-28_14-32-51-1.jpg\" alt srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/2024-06-28_14-32-51-1.jpg 1180w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/2024-06-28_14-32-51-1-472x425.jpg 472w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/2024-06-28_14-32-51-1-768x691.jpg 768w\" sizes=\"auto, (max-width: 1180px) 100vw, 1180px\"><\/a><\/figure>\n\n\n\n<p>In this example, the restaurant\u2019s name wasn\u2019t mentioned. Still, the fact that it got 2.1 million likes shows the reputational damage this kind of content can&nbsp;do.<\/p>\n\n\n\n<div class=\"sidenote\"><div class=\"sidenote-title\">Sidenote.<\/div> Hopefully, it goes without saying that sending a meeting request to your customers for a fight in a car park following a negative review isn\u2019t the best way to manage your reputation online.<\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><a id=\"post-176643-_ld6ytwgvdx\"><\/a>Responding to customer\u2019s feedback builds trust and credibility with your&nbsp;brand<\/h3>\n\n\n\n<p>Leaving negative reviews without responses can suggest that your business doesn\u2019t care about its customers, so it\u2019s really important for ORM to respond when there\u2019s a negative comment.<\/p>\n\n\n\n<p>Here\u2019s an example of where I complained about service at a restaurant and then left a negative review.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1356\" height=\"642\" class=\"wp-image-176654\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/negative-review-example-via-chris-haines-on-googl.png\" alt=\"Negative review example, via Chris Haines on Google Local Guides \" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/negative-review-example-via-chris-haines-on-googl.png 1356w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/negative-review-example-via-chris-haines-on-googl-680x322.png 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/negative-review-example-via-chris-haines-on-googl-768x364.png 768w\" sizes=\"auto, (max-width: 1356px) 100vw, 1356px\"><\/figure>\n\n\n\n<p>What made my review experience different was that the business contacted me with a comment to discuss further and followed up with an&nbsp;email.<\/p>\n\n\n\n<p>Returning to their reviews on Google now, I can see that this business has made a decent effort to respond to almost every comment on Google reviews\u2014good and&nbsp;bad.<\/p>\n\n\n\n<p>Because they replied, I would consider going back there, but if they didn\u2019t, I probably would have written them off completely.<\/p>\n\n\n\n<p>In other words, responding to customers shows a commitment to customer satisfaction and can help limit damage if a negative incident occurs. It can also help attract new customers and retain existing ones.<\/p>\n\n\n\n<div class=\"post-nav-link clearfix\" id=\"section1\"><a class=\"subhead-anchor\" data-tip=\"tooltip__copielink\" rel=\"#section1\"><svg width=\"19\" height=\"19\" viewBox=\"0 0 14 14\" style><g fill=\"none\" fill-rule=\"evenodd\"><path d=\"M0 0h14v14H0z\" \/><path d=\"M7.45 9.887l-1.62 1.621c-.92.92-2.418.92-3.338 0a2.364 2.364 0 0 1 0-3.339l1.62-1.62-1.273-1.272-1.62 1.62a4.161 4.161 0 1 0 5.885 5.884l1.62-1.62L7.45 9.886zM5.527 5.135L7.17 3.492c.92-.92 2.418-.92 3.339 0 .92.92.92 2.418 0 3.339L8.866 8.473l1.272 1.273 1.644-1.643A4.161 4.161 0 1 0 5.897 2.22L4.254 3.863l1.272 1.272zm-.66 3.998a.749.749 0 0 1 0-1.06l2.208-2.206a.749.749 0 1 1 1.06 1.06L5.928 9.133a.75.75 0 0 1-1.061 0z\" style \/><\/g><\/svg><\/a><div class=\"link-text\" data-anchor=\"How to manage your online reputation on Google and social media\" data-section=\"how-to-manage-your-online-reputation-on-google-and-social-media\">\n\n\n\n<h2 class=\"wp-block-heading\"><a id=\"post-176643-_xn931dz1kuzv\"><\/a>How to manage your online reputation on Google and social media<\/h2>\n\n\n\n<\/div><\/div>\n\n\n\n<blockquote class=\"small\"><div class=\"quote-content\">It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you\u2019ll do things differently.<\/div><div class=\"quote-info clearfix\"><span class=\"quote-author\">Warren Buffett<\/span> <span class=\"quote-author-job\"><\/span><\/div><\/blockquote>\n\n\n\n<p>If you want to improve your online reputation, start by doing these five things:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Check the 1st page on Google for reputational threats.<\/li>\n\n\n\n<li>Find popular branded searches\u2026 and create content to address those searches.<\/li>\n\n\n\n<li>Ask for feedback from your customers\u2026 and take action.<\/li>\n\n\n\n<li>Promote fair reviews on big authority sites.<\/li>\n\n\n\n<li>Set up brand alerts for Reddit and websites.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><a id=\"post-176643-_598xrwmnc3tq\"><\/a>1. Check the 1st page on Google for reputational threats<\/h3>\n\n\n\n<p>ORM often starts with a quick search on Google to see how your brand is represented in the search results.<\/p>\n\n\n\n<p>For a brand search, you should own all the first-page results, or they should at least portray your brand positively.<\/p>\n\n\n\n<p>Here\u2019s an example of a UK broadband provider that doesn\u2019t own all of the top 10 results:<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"970\" height=\"1308\" class=\"wp-image-176655\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/serp-example-of-where-the-brand-doesnt-own-all-of.png\" alt=\"SERP example of where the brand doesn't own all of the top results\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/serp-example-of-where-the-brand-doesnt-own-all-of.png 970w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/serp-example-of-where-the-brand-doesnt-own-all-of-315x425.png 315w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/serp-example-of-where-the-brand-doesnt-own-all-of-768x1036.png 768w\" sizes=\"auto, (max-width: 970px) 100vw, 970px\">\n<figcaption class=\"wp-element-caption\">Data from <strong>SERP overview<\/strong> in <a href=\"https:\/\/ahrefs.com\/keywords-explorer\"><strong>Keywords Explorer<\/strong><\/a>.<\/figcaption>\n<\/figure>\n\n\n\n<p>These highlighted results could pose a reputational risk to this company.<\/p>\n\n\n\n<p>If we click on the Trustpilot review, we can see that 92% of users have given this company a 1-star rating\u2014impressively bad.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1416\" height=\"1552\" class=\"wp-image-176656\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-third-party-review-site-with-a-very-low.png\" alt=\"Example of third party review site with a very low customer rating and its repetitional impact\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-third-party-review-site-with-a-very-low.png 1416w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-third-party-review-site-with-a-very-low-388x425.png 388w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-third-party-review-site-with-a-very-low-768x842.png 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-third-party-review-site-with-a-very-low-1401x1536.png 1401w\" sizes=\"auto, (max-width: 1416px) 100vw, 1416px\"><\/figure>\n\n\n\n<p>Although many companies won\u2019t have this level of negative sentiment against their brand, it\u2019s important for online reputation management to be aware of the status of the first page of Google for your&nbsp;brand.<\/p>\n\n\n\n<div class=\"sidenote\"><div class=\"sidenote-title\">Sidenote.<\/div> When a review site like this one ranks in the top 10, it\u2019s usually because of a negative reputation issue. A fun way to check if any third-party review sites are impacting a website\u2019s reputation is to do a blank search in <a href=\"https:\/\/ahrefs.com\/keywords-explorer\"><strong>Keywords Explorer<\/strong><\/a> and then add the third-party review site to the <strong>Target<\/strong> filter.<\/div>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1604\" height=\"1190\" class=\"wp-image-176657\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/using-ahrefs-to-find-websites-with-potential-negat.png\" alt=\"Using Ahrefs to find websites with potential negative reputation issues\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/using-ahrefs-to-find-websites-with-potential-negat.png 1604w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/using-ahrefs-to-find-websites-with-potential-negat-573x425.png 573w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/using-ahrefs-to-find-websites-with-potential-negat-768x570.png 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/using-ahrefs-to-find-websites-with-potential-negat-1536x1140.png 1536w\" sizes=\"auto, (max-width: 1604px) 100vw, 1604px\">\n<figcaption class=\"wp-element-caption\">This will then bring up all the keywords where the domain you entered ranks in the top 10\u2014just from this quick search, a few well-known brands are included in this&nbsp;list.<\/figcaption>\n<\/figure>\n\n\n\n<p>So far, we\u2019ve easily identified some obvious brand weaknesses, but to go further, we need to do a SERP SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis on other brand-related keywords.<\/p>\n\n\n\n<p>Although this may seem like a boring business school 101 exercise, it\u2019s the fastest way to determine what to focus on from a reputational standpoint.<\/p>\n\n\n\n<p>Here\u2019s how I\u2019d do this using <a href=\"https:\/\/ahrefs.com\/keywords-explorer\"><strong>Keywords Explorer<\/strong>\u2019s<\/a> <strong>SERP Overview.<\/strong><\/p>\n\n\n\n<p>1. Search for \u201cyour brand + review\u201d<br>2. Label each search result as a strength, weakness, opportunity, or threat<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"1524\" class=\"wp-image-176658\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/word-image-176643-15.jpg\" alt srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/word-image-176643-15.jpg 1600w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/word-image-176643-15-446x425.jpg 446w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/word-image-176643-15-768x732.jpg 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/word-image-176643-15-1536x1463.jpg 1536w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\"><\/figure>\n\n\n\n<p>Once you\u2019ve done this for your brand and brand + review(s), you\u2019ll know the degree of risk for these keywords.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><a id=\"post-176643-_sjghukxjbtlc\"><\/a>2. Find popular branded search terms\u2026then create content to address those searches<\/h3>\n\n\n\n<p>Some Google SERPs may have results that could influence your brand narrative in the wrong&nbsp;way.<\/p>\n\n\n\n<p>Here\u2019s an example of how we addressed this at Ahrefs for the keyword \u201cahrefs affiliate program.\u201d<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1546\" height=\"1388\" class=\"wp-image-176659\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/finding-popular-branded-search-terms-example-using.jpg\" alt=\"Finding popular branded search terms example using Ahrefs affiliate program\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/finding-popular-branded-search-terms-example-using.jpg 1546w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/finding-popular-branded-search-terms-example-using-473x425.jpg 473w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/finding-popular-branded-search-terms-example-using-768x690.jpg 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/finding-popular-branded-search-terms-example-using-1536x1379.jpg 1536w\" sizes=\"auto, (max-width: 1546px) 100vw, 1546px\"><\/figure>\n\n\n\n<p>Rather than leaving a question like \u201cDoes Ahrefs have an affiliate program?\u201d unanswered or letting third-party sites answer it, Ahrefs\u2019 CMO, Tim Soulo, decided to take matters into his own hands and write a blog post about the <a href=\"https:\/\/ahrefs.com\/blog\/ahrefs-affiliate-program\/\">Ahrefs affiliate program<\/a> to answer the question once and for&nbsp;all.<\/p>\n\n\n\n<p>The result was that the new article ranked number one for this query in the space of a year. Tim also followed it up with a <a href=\"https:\/\/www.linkedin.com\/posts\/timsoulo_why-we-ahrefs-closed-our-affiliate-program-activity-7152513646680510464-zFYX\">LinkedIn post on Ahrefs\u2019 affiliate program<\/a>, which also started ranking.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"2048\" height=\"1411\" class=\"wp-image-176660\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-affiliate-program-serp-via-ahrefs-keyword.png\" alt=\"Ahrefs affiliate program SERP, via Ahrefs' Keywords Explorer\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-affiliate-program-serp-via-ahrefs-keyword.png 2048w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-affiliate-program-serp-via-ahrefs-keyword-617x425.png 617w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-affiliate-program-serp-via-ahrefs-keyword-768x529.png 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-affiliate-program-serp-via-ahrefs-keyword-1536x1058.png 1536w\" sizes=\"auto, (max-width: 2048px) 100vw, 2048px\">\n<figcaption class=\"wp-element-caption\">Using Keywords Explorer\u2019s SERP Overview to compare the Google SERP year over&nbsp;year.<\/figcaption>\n<\/figure>\n\n\n\n<p>Within a year, all of the competitor results were displaced, and now Ahrefs owns most of the SERP for this keyword (shown in yellow).<\/p>\n\n\n\n<p>In short, the trick here is&nbsp;to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Identify a branded keyword that poses a potential reputational risk<\/strong> (or that you want to control the SERP&nbsp;for)<\/li>\n\n\n\n<li><strong>Fill the gap with your content<\/strong> \u2013 As Tim did by creating a blog about the Ahrefs affiliate program<\/li>\n\n\n\n<li><strong>Back it up with 3rd party authority sites or related onsite content<\/strong> \u2013 As Tim did with the LinkedIn post and our authors did with the supplementary blog content<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><a id=\"post-176643-_kk4t6eixmlqj\"><\/a>3. Ask customers how to improve your products and services<\/h3>\n\n\n\n<p>Asking for customer feedback is one of the most important things you can do to understand how to improve your business and proactively manage your online reputation<\/p>\n\n\n\n<p>But you\u2019d be surprised how few companies do this regularly. At Ahrefs, we get feedback in three different ways:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/ahrefs.canny.io\">Canny.io<\/a>, our product feedback platform<\/li>\n\n\n\n<li>UGC platforms like Reddit<\/li>\n\n\n\n<li>From our customer support platform<\/li>\n<\/ul>\n\n\n\n<p>Our <a href=\"http:\/\/canny.io\">Ahrefs canny.io<\/a> board allows customers to share feature suggestions to help improve our product.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1966\" height=\"1194\" class=\"wp-image-176661\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-canny-io-feedback-board-screenshot.png\" alt=\"Ahrefs Canny.io feedback board screenshot\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-canny-io-feedback-board-screenshot.png 1966w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-canny-io-feedback-board-screenshot-680x413.png 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-canny-io-feedback-board-screenshot-768x466.png 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-canny-io-feedback-board-screenshot-1536x933.png 1536w\" sizes=\"auto, (max-width: 1966px) 100vw, 1966px\"><\/figure>\n\n\n\n<p>This is important because it helps our customers be part of the journey and invest in the product. On the platform, customers can upvote their favorite feature requests or add their own suggestions.<\/p>\n\n\n\n<p>Another way Ahrefs gets feedback is through UGC platforms like Reddit. Impressively, our CMO, Tim Soulo, has asked Reddit for feedback for over eight&nbsp;years.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1542\" height=\"460\" class=\"wp-image-176662\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-posting-on-reddit-to-get-user-feedback.png\" alt=\"Example of posting on Reddit to get user feedback\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-posting-on-reddit-to-get-user-feedback.png 1542w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-posting-on-reddit-to-get-user-feedback-680x203.png 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-posting-on-reddit-to-get-user-feedback-768x229.png 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-posting-on-reddit-to-get-user-feedback-1536x458.png 1536w\" sizes=\"auto, (max-width: 1542px) 100vw, 1542px\"><\/figure>\n\n\n\n<p>It\u2019s no secret that sometimes feedback can be challenging to read, but it\u2019s a necessary process for improving your service.<\/p>\n\n\n\n<p>We also collect feedback from our customer support team and monitor customer sentiment through Intercom.<\/p>\n\n\n\n<p>We also have a feedback channel on Slack that is dedicated to highlighting customer feedback\u2014good and&nbsp;bad.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"866\" height=\"466\" class=\"wp-image-176663\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/customer-feedback-from-our-customer-support-team-s.png\" alt=\"Customer feedback from our customer support team screenshot\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/customer-feedback-from-our-customer-support-team-s.png 866w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/customer-feedback-from-our-customer-support-team-s-680x366.png 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/customer-feedback-from-our-customer-support-team-s-768x413.png 768w\" sizes=\"auto, (max-width: 866px) 100vw, 866px\"><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><a id=\"post-176643-_3c6lbzwcecgf\"><\/a>4. Promote fair reviews on big authority sites<\/h3>\n\n\n\n<p>Sometimes, big authority sites will write something about your brand that\u2019s unbalanced, outdated, or inaccurate. This can potentially mislead customers or damage your online reputation.<\/p>\n\n\n\n<p>If this happens, you have a few options available:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Contact the author and ask them to correct the information<\/strong> \u2013 usually the best option<\/li>\n\n\n\n<li><strong>Build links to other more positive results in the SERP <\/strong>to try to displace that result \u2013 use as a last resort<\/li>\n<\/ul>\n\n\n\n<p>Here\u2019s an example from Forbes for an Ahrefs review page.<\/p>\n\n\n\n<p>One criticism from the review was that Ahrefs doesn\u2019t have a free trial. They haven\u2019t mentioned <a href=\"https:\/\/ahrefs.com\/webmaster-tools\">Ahrefs Webmaster Tools<\/a>, which gives website owners free limited access to <a href=\"https:\/\/ahrefs.com\/site-explorer\">Site Explorer<\/a> and <a href=\"https:\/\/ahrefs.com\/site-audit\">Site Audit<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1098\" height=\"472\" class=\"wp-image-176664\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/screenshot-from-forbes-advisor-that-has-an-faqs-se.png\" alt=\"Screenshot from Forbes Advisor that has an FAQs section that doesn't specifically mention Ahrefs Webmaster Tools (AWT)\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/screenshot-from-forbes-advisor-that-has-an-faqs-se.png 1098w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/screenshot-from-forbes-advisor-that-has-an-faqs-se-680x292.png 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/screenshot-from-forbes-advisor-that-has-an-faqs-se-768x330.png 768w\" sizes=\"auto, (max-width: 1098px) 100vw, 1098px\"><\/figure>\n\n\n\n<p>Another criticism was that Ahrefs \u201cwasn\u2019t competitively priced.\u201d Since the review was written, we have introduced a new <a href=\"https:\/\/ahrefs.com\/pricing\">starter plan that is only $29 per month<\/a>\u2014so it seems unfair to say this now. This article is a good target for our own ORM efforts.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1046\" height=\"478\" class=\"wp-image-176665\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-start-plan-screenshot.png\" alt=\"Ahrefs Start Plan screenshot\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-start-plan-screenshot.png 1046w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-start-plan-screenshot-680x311.png 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-start-plan-screenshot-768x351.png 768w\" sizes=\"auto, (max-width: 1046px) 100vw, 1046px\"><\/figure>\n\n\n\n<p>You should monitor these things on big authority sites that mention your brand. Ensure you\u2019ve set up your brand alerts to keep track of these reviews.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><a id=\"post-176643-_kw8blyebgkan\"><\/a>5. Set up brand alerts for Reddit and websites<\/h3>\n\n\n\n<p>We\u2019ve already established that Reddit and third-party websites are essential places to monitor for ORM. So, how can you monitor them?<\/p>\n\n\n\n<p>I use a tool called <a href=\"https:\/\/feedly.com\">Feedly<\/a> to monitor important Reddit threads and Google News related to Ahrefs.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1060\" height=\"936\" class=\"wp-image-176666\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/feedly-homepage-screenshot.png\" alt=\"Feedly homepage screenshot\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/feedly-homepage-screenshot.png 1060w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/feedly-homepage-screenshot-481x425.png 481w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/feedly-homepage-screenshot-768x678.png 768w\" sizes=\"auto, (max-width: 1060px) 100vw, 1060px\"><\/figure>\n\n\n\n<p>This is one of the best ways to monitor this type of information. You can even track newsletter mentions through the platform.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1796\" height=\"508\" class=\"wp-image-176667\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/tracking-mentions-using-feedly-screenshot.png\" alt=\"Tracking mentions using Feedly screenshot\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/tracking-mentions-using-feedly-screenshot.png 1796w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/tracking-mentions-using-feedly-screenshot-680x192.png 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/tracking-mentions-using-feedly-screenshot-768x217.png 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/tracking-mentions-using-feedly-screenshot-1536x434.png 1536w\" sizes=\"auto, (max-width: 1796px) 100vw, 1796px\"><\/figure>\n\n\n\n<p>If you want to track your brand\u2019s web mentions, my favorite tool is <a href=\"https:\/\/ahrefs.com\/alerts\">Ahrefs\u2019 Alerts<\/a>. This tool allows you to track conversations on third-party websites.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1654\" height=\"1104\" class=\"wp-image-176668\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-alerts-screenshot-showing-the-interface-and.jpg\" alt=\"Ahrefs alerts screenshot showing the interface and a mention\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-alerts-screenshot-showing-the-interface-and.jpg 1654w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-alerts-screenshot-showing-the-interface-and-637x425.jpg 637w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-alerts-screenshot-showing-the-interface-and-768x513.jpg 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ahrefs-alerts-screenshot-showing-the-interface-and-1536x1025.jpg 1536w\" sizes=\"auto, (max-width: 1654px) 100vw, 1654px\"><\/figure>\n\n\n\n<p>Here\u2019s how to set this up in <a href=\"https:\/\/ahrefs.com\/alerts\">Ahrefs Alerts<\/a>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Go to <a href=\"https:\/\/ahrefs.com\/alerts\"><strong>Ahrefs Alerts<\/strong><\/a> &gt; <strong>Mentions<\/strong> &gt; + Add&nbsp;Alert<\/li>\n\n\n\n<li>Create an alert for your company name (e.g., \u201cahrefs.\u201d)<\/li>\n\n\n\n<li>Hit <strong>Add<\/strong><\/li>\n<\/ul>\n\n\n\n<p>To prevent Ahrefs from sending alerts for mentions on your own domain, add your website as an excluded domain. I also recommend adding sites like youtube.com and other sites you prefer not to monitor as&nbsp;well.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1188\" height=\"1188\" class=\"wp-image-176669\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/setting-up-an-ahrefs-alert-example.png\" alt=\"Setting up an Ahrefs alert example\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/setting-up-an-ahrefs-alert-example.png 1188w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/setting-up-an-ahrefs-alert-example-425x425.png 425w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/setting-up-an-ahrefs-alert-example-768x768.png 768w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/setting-up-an-ahrefs-alert-example-120x120.png 120w\" sizes=\"auto, (max-width: 1188px) 100vw, 1188px\"><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><a id=\"post-176643-_aa7mxop0fr83\"><\/a>How to manage your online reputation on social media<\/h2>\n\n\n\n<p>Social media management is faster-paced than managing your reputation on Google.<\/p>\n\n\n\n<p>As such, you need&nbsp;to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Monitor your most important social media channels in realtime<\/li>\n\n\n\n<li>Set up brand mention alerts<\/li>\n\n\n\n<li>Endorse any praise you get to influence the brand narrative positively<\/li>\n\n\n\n<li>Be humble and learn from customer feedback<\/li>\n<\/ul>\n\n\n\n<p>Here\u2019s how we approach this at Ahrefs.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><a id=\"post-176643-_mdlrnwak9gn8\"><\/a>Monitoring your most important social media channels in real-time<\/h3>\n\n\n\n<p>At Ahrefs, we monitor our Twitter\u2014sorry, our \u201cX\u201d\u2014feed in Slack, so the whole team knows how our brand is being discussed on that platform.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1326\" height=\"1400\" class=\"wp-image-176670\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-customer-feedback-via-twitter-now-x.jpg\" alt=\"Example of customer feedback via Twitter (Now X)\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-customer-feedback-via-twitter-now-x.jpg 1326w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-customer-feedback-via-twitter-now-x-403x425.jpg 403w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-customer-feedback-via-twitter-now-x-768x811.jpg 768w\" sizes=\"auto, (max-width: 1326px) 100vw, 1326px\"><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><a id=\"post-176643-_rkzmqa1nlnek\"><\/a>Set up brand alerts for social media<\/h3>\n\n\n\n<p>In addition to real-time monitoring, you can set up brand alerts to notify you of the most important mentions of your&nbsp;brand.<\/p>\n\n\n\n<p>At Ahrefs, we use <a href=\"https:\/\/brand24.com\">Brand24<\/a> to monitor our social media presence. It\u2019s a great way to track critical mentions of your brand, analyze sentiment, and create reports.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1068\" height=\"1022\" class=\"wp-image-176671\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/brand-24-homepage-screenshot.jpg\" alt=\"Brand 24 homepage screenshot\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/brand-24-homepage-screenshot.jpg 1068w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/brand-24-homepage-screenshot-444x425.jpg 444w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/brand-24-homepage-screenshot-768x735.jpg 768w\" sizes=\"auto, (max-width: 1068px) 100vw, 1068px\"><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\"><a id=\"post-176643-_hxuwvhxc1lno\"><\/a>When you get praise on social media \u2014 endorse (and amplify it)<\/h3>\n\n\n\n<p>Along with monitoring for potential social media threats, you must endorse and amplify your brand when you get positive feedback from others.<\/p>\n\n\n\n<p>At Ahrefs, we do this on a company and personal level for other team members. It\u2019s easy to do this on LinkedIn. Rather than going for a bland \u201cLike,\u201d try another more spicy option.<\/p>\n\n\n\n<p>Here\u2019s an example of the Ahrefs account doing this\u2014it stands out much&nbsp;more.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1088\" height=\"1026\" class=\"wp-image-176672\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-ahrefs-on-linkedin-celebrating-a-post.jpg\" alt=\"Example of Ahrefs on LinkedIn celebrating a post \" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-ahrefs-on-linkedin-celebrating-a-post.jpg 1088w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-ahrefs-on-linkedin-celebrating-a-post-451x425.jpg 451w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/example-of-ahrefs-on-linkedin-celebrating-a-post-768x724.jpg 768w\" sizes=\"auto, (max-width: 1088px) 100vw, 1088px\"><\/figure>\n\n\n\n<p>Here\u2019s another example where my colleague <a href=\"https:\/\/ahrefs.com\/team\">Shermin Lim<\/a> shared that she loved a post from a <a href=\"https:\/\/ahrefs.com\/events\">Ahrefs\u2019 workshop<\/a> attendee sharing positive feedback.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1100\" height=\"440\" class=\"wp-image-176673\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/shermin-lim-loves-a-post-by-a-workshop-attendee.png\" alt=\"Shermin Lim Loves a post by a workshop attendee\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/shermin-lim-loves-a-post-by-a-workshop-attendee.png 1100w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/shermin-lim-loves-a-post-by-a-workshop-attendee-680x272.png 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/shermin-lim-loves-a-post-by-a-workshop-attendee-768x307.png 768w\" sizes=\"auto, (max-width: 1100px) 100vw, 1100px\"><\/figure>\n\n\n\n<p>Finally, here\u2019s an example of when SEO superstar Aleyda Solis mentioned my article on <a href=\"https:\/\/ahrefs.com\/blog\/seo-challenges\/\">SEO challenges<\/a> in her newsletter.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"888\" height=\"262\" class=\"wp-image-176674\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/aleyda-solis-mentions-chris-haines-in-her-seo-news.png\" alt=\"Aleyda Solis mentions Chris Haines in her SEO newsletter, via post on LinkedIn\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/aleyda-solis-mentions-chris-haines-in-her-seo-news.png 888w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/aleyda-solis-mentions-chris-haines-in-her-seo-news-680x201.png 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/aleyda-solis-mentions-chris-haines-in-her-seo-news-768x227.png 768w\" sizes=\"auto, (max-width: 888px) 100vw, 888px\"><\/figure>\n\n\n\n<p>And <a href=\"https:\/\/ahrefs.com\/blog\/author\/ryan-law\/\">Ryan Law<\/a> was the first to love my comment on the post\u2014thanks, boss!<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1088\" height=\"572\" class=\"wp-image-176675\" src=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ryan-law-loves-chris-haines-comment-via-linkedin.jpeg\" alt=\"Ryan Law loves Chris Haines' comment, via LinkedIn\" srcset=\"https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ryan-law-loves-chris-haines-comment-via-linkedin.jpeg 1088w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ryan-law-loves-chris-haines-comment-via-linkedin-680x358.jpeg 680w, https:\/\/ahrefs.com\/blog\/wp-content\/uploads\/2024\/06\/ryan-law-loves-chris-haines-comment-via-linkedin-768x404.jpeg 768w\" sizes=\"auto, (max-width: 1088px) 100vw, 1088px\"><\/figure>\n\n\n\n<p>All this activity helps to ensure that you are putting your best foot forward online.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><a id=\"post-176643-_iptljst5psrd\"><\/a>Final thoughts<\/h2>\n\n\n\n<p>If you\u2019re not careful, online reputational threats can eat away at your sales, meaning you could be in for a nasty surprise further down the&nbsp;line.<\/p>\n\n\n\n<p>However, if you\u2019re diligent about online reputation management and monitor, listen to, and respond to customer feedback, you can avoid this situation entirely.<\/p>\n\n\n\n<p>Tools like <a href=\"https:\/\/ahrefs.com\/keywords-explorer\"><strong>Keywords Explorer<\/strong><\/a>\u2019s <strong>SERP overview<\/strong> can help dissect Google\u2019s SERPs and identify reputational threats for your brand. Got questions? Ping me <a href=\"https:\/\/x.com\/chris_at_b449\">on X<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you\u2019re worried this could impact your business, you\u2019ll need to start online reputation management (ORM). But where should you start with ORM? And what the heck is&nbsp;it? In this beginner\u2019s guide, I\u2019ll explain what online reputation management is, why<span class=\"ellipsis\">\u2026<\/span><\/p>\n<div class=\"read-more\">Read more \u203a<\/div>\n<p><!-- end of .read-more --><\/p>\n","protected":false},"author":178,"featured_media":20611,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"wp_typography_post_enhancements_disabled":false,"footnotes":""},"categories":[390],"tags":[],"coauthors":[437],"class_list":["post-20063","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing","odd"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Online Reputation Management: A Beginner\u2019s Guide<\/title>\n<meta name=\"description\" content=\"Ever Googled yourself (or your company) and seen a negative review?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ahrefs.com\/blog\/online-reputation-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Online Reputation Management: A Beginner\u2019s Guide\" \/>\n<meta property=\"og:description\" content=\"Ever Googled yourself (or your company) and seen a negative review?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/ahrefs.com\/blog\/online-reputation-management\/\" \/>\n<meta property=\"og:site_name\" content=\"SEO Blog by Ahrefs\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/Ahrefs\/\" \/>\n<meta property=\"article:published_time\" content=\"2024-06-28T11:30:25+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-18T14:15:14+00:00\" \/>\n<meta property=\"og:image\" 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