In today’s digital-first world, your business’s online reputation is often your first (and sometimes only) impression. For small and medium-sized businesses, a strong online presence can build trust, win new customers and help you stand out in a crowded marketplace.
But managing your online reputation isn’t just about reacting to reviews — it’s about being proactive, strategic and consistent.
Let’s explore what online reputation management (ORM) is, why it matters and how you can take control of yours.
What is online reputation management?
Online Reputation Management (ORM) is the practice of monitoring, influencing and improving how your business is perceived across the internet.
This includes managing:
- Customer reviews (Google, Facebook, Yelp, TripAdvisor)
- Social media comments and mentions
- Business directory listings
- Blog posts, articles and news mentions.
Effective ORM isn’t just about fixing problems — it’s about actively building a positive, trustworthy brand presence every day.
What is the impact of online reputation?
Your online reputation directly impacts:
- Customer trust: Studies show that 90% of customers read reviews before visiting a business
- Sales: A positive reputation can significantly increase conversions, while negative reviews can drive customers away
- SEO rankings: Google factors review quantity and quality into local search rankings, making your reputation critical for ‘near me’ searches
- Brand authority: Businesses with strong reputations are seen as more credible, trustworthy and worth the investment.
In short: a strong reputation brings more customers and a damaged one can silently cost you business that you didn’t even know you had lost.
RELATED: Mastering your online presence – How your website impacts your reputation.
Why is it important to have a good online reputation?
A good online reputation acts as digital word-of-mouth — and it can be your greatest marketing asset.
When you maintain a positive presence:
- New customers feel more confident choosing you over competitors
- Repeat customers stay loyal and refer others
- Even occasional negative feedback becomes an opportunity to demonstrate exceptional service recovery.
A great reputation isn’t just a ‘nice to have’ — it’s an essential foundation for long-term growth.
How do I build my online reputation?
Building a strong reputation takes consistency and genuine customer care.
Here’s how to start:
- Deliver consistently great service: Reputation starts offline with real experiences
- Ask for feedback: Invite happy customers to leave reviews (and make it easy with direct links or QR codes)
- Respond thoughtfully: Reply to all reviews — positive and negative — professionally and promptly
- Monitor your online presence: Stay on top of what’s being said about your business across platforms
- Showcase positive feedback: Share reviews and testimonials on your website and social media.
RELATED: eBook: How to build an authoritative and trustworthy online presence.
What is the difference between SEO and ORM?
While SEO (search engine optimisation) and ORM often overlap, they serve different purposes:
- SEO aims to improve your website’s visibility in search engine results
- ORM focuses on managing what people find and think about your business when they search.
Think of SEO as helping you get found and ORM as making sure what they find builds trust and drives action.
How should we manage our online reputation?
A proactive ORM strategy includes:
- Regularly checking your business listings and review sites
- Responding to every review and comment — not just the good ones
- Encouraging satisfied customers to share their experiences
- Addressing negative feedback calmly and constructively
- Setting up alerts (like Google Alerts) for mentions of your business.
By making ORM part of your weekly routine, you ensure that small issues don’t snowball into big problems.
How can I fix my reputation online?
If you’re dealing with a few bad reviews or a hit to your reputation, don’t panic — it’s fixable.
Here’s how:
- Respond professionally: Acknowledge the issue and apologise where appropriate
- Take corrective action: Fix the problem behind the complaint to prevent it from happening again
- Encourage more positive reviews: A steady stream of new, positive reviews can outweigh the occasional negative one
- Monitor closely: Stay vigilant to catch any emerging issues early.
Remember, customers don’t expect perfection — they appreciate businesses that show accountability and improvement.
How do reviews play a role in ORM?
Reviews are often the first thing potential customers see when searching for your business.
They directly influence:
- Perceptions of your reliability and quality
- Your ranking in local search results
- Your ability to stand out from competitors.
That’s why consistently asking for and responding to reviews is one of the most important actions you can take for your online reputation.
Managing your online reputation doesn’t have to be overwhelming.
If you’re looking for a simpler, smarter way to stay on top of reviews and feedback, there’s a solution built especially for small businesses …
Need help managing your online reputation? Thryv has you covered.
Staying on top of reviews, mentions and social feedback across multiple platforms can feel overwhelming — especially when you’re focused on running your business.
That’s where Thryv’s Reputation Management Tool comes in.
With Thryv, you can:
- Monitor and manage your online reputation from one easy dashboard
- Get notified of new reviews instantly, so you can respond quickly
- Request new reviews from happy customers automatically
- Showcase your best reviews across your website and social platforms.
With Thryv, you’re not just protecting your reputation — you’re actively building it, every single day.
👉 Learn more about how Thryv can help here.
Final thoughts.
Your online reputation is one of your business’s most valuable assets — and it’s completely within your control.
By staying proactive, responding with care and consistently asking for feedback, you can build a strong, positive presence that sets you apart from the competition.
Start small, stay consistent and remember – every interaction is a chance to strengthen your reputation and grow your business.
