The Tangled Tale of Changing Consumer Behavior and the Onset of Online Reputation Management

Consumer behavior is rapidly changing, and there is no stopping it. Consumers are more aware than ever. It isn’t just about getting the products and services they need anymore. It’s much more than that. It has also become about the brand they are buying from and its values that matter to them. A decade ago, this wasn’t as pronounced as it is today. As shoppers are supporting only certain types of brands, it is no wonder that brands need to be much more than what they sell. They need to have their unique voice, and they need to work on how they are perceived.

Customers and their changing beliefs

Customers aren’t thinking the way they used to. Earlier, it was more simplistic. They wanted something, they got it, or they compared the products from different brands and got it. But today, the scenario has changed completely. The pandemic has changed the dynamics of how people shop and how they view brands. Even customers who were once reluctant to try online shopping had to do so because of a lack of other options for getting their basic needs fulfilled. The pandemic changed the perception of customers. The brands that could service and help them during that time sustained, while others disappeared.

Every customer has a unique set of beliefs and understanding that might help brands to best serve their customers. Online reputation management is one of the aspects that brands need to consider more than ever because every customer is watching. Make one wrong move, and it won’t be forgotten. But mistakes happen even by brands that have stood the test of time. The question is, can reputation management save when the critical time arrives? The short answer is yes, and there is a reason behind it. Your brand reputation is what determines whether you can sell to your customers and, if so, then how much.

Online reputation management is the key to success

Online reputation management is about removing inaccurate and fabricated stories and reviews that don’t serve anyone. It includes tasks such as to remove negative news articles, remove negative links from google search, remove negative reviews, and suppress negative search results. Note that this applies to cases where people have made up stories to tarnish your brand and refuse to take down offensive content. You can take legal action if required. ORM also includes clarifying any doubts. That is, addressing any concerns and questions that a potential or existing customer may have. This is vital to understand because many brands ignore it.

People want to know that their voices are being heard. If you go on a rampage to remove negative links, remove negative content, and remove negative search results, it might not serve anyone, including your brand. It would be best if you took time out to understand customer sentiments before you choose to respond – the more prompt, respectful, and empathetic the response, the better. Every customer wants to feel valued, and with the help of an ORM strategy in place, you can be prepared in case something goes wrong. It will ensure you can respond as well, which can give your brand a good name.


Online reputation management isn’t something to brush under the carpet because it can make or break your brand when you have to deal with negative press, rumors, and reviews constantly. While building an online reputation management strategy can be lengthy, the process is worth it in the end. If you cannot monitor yourself, you can always turn to experts who have extensive experience and knowledge about it. Using a media PR agency that provides digital PR services, you can ensure your core values are highlighted, and your reputation remains intact.

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