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How Online Reputation Management Drives Ecommerce Growth
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In this podcast episode, Femi Olajiga discusses the critical role of online reputation management (ORM) in e-commerce, particularly in light of recent challenges faced by luxury brands. He outlines the definition of ORM, its importance, and strategies for protecting a brand's reputation. The conversation emphasizes the need for businesses to monitor their online presence, influence narratives, and manage crises effectively to enhance customer trust and conversion rates.
Key Points
Your online reputation significantly influences customer trust.
Monitoring your brand's online narrative is crucial.
Proactive strategies can mitigate potential reputation attacks.
Negative reviews can prolong the purchase decision process.
A strong online reputation can reduce customer acquisition costs.
Customer loyalty is affected by post-purchase perceptions.
Luxury brands must address misconceptions about their products.
Effective ORM strategies can enhance e-commerce conversion rates.
Understanding customer psychology is key to ORM success.
Crisis management is essential for maintaining brand integrity.
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