Online reputation management, commonly abbreviated as ORM, is the practice of monitoring what is being said about a business or individual online and taking action to shape and improve that perception over time.
For businesses, ORM primarily involves managing reviews on Google, industry-specific review platforms, and social media. It also includes monitoring mentions of the brand in news, blogs, and forums, and taking action when negative or inaccurate information is spreading.
ORM is not about suppressing negative feedback or creating fake positive content. Effective reputation management is about ensuring that your actual customer experience is reflected accurately online, responding to feedback in a way that demonstrates accountability, and addressing genuine service failures before they become a persistent pattern in your online presence.
For multi-location brands, ORM at scale requires a system. A brand with 100 dealer locations may receive hundreds of reviews per month across those locations. Without a centralised monitoring and response operation, reviews go unanswered, patterns go undetected, and the brand’s aggregate reputation on Google declines without anyone noticing until the damage is significant.
See how Locus Intelligence manages this across your dealer network in 30 days.