ORM is an Ongoing Process 

360 Crue’s online reputation management process consists of a 6-stage continuous work cycle. The 6th and final stage is simply starting over again, re-assesing reputation and re-applying the disciplines according to new audits, adjusted strategy, and ongoing reputation monitoring, repairing, and engagement.  Below is a re-hash of the various disciplines involved in successfully managing reputations as a continuous consistent effort*: 

Reputation Monitoring and Oversight

• Daily/Weekly Monitoring
  
  • We track mentions across search engines, social media, review sites, and news
  • We use tools like Google Alerts, Brand24, Mention, or Hootsuite
• Real-Time Alerts
  
  • We set up notifications for brand name, executive names, and key products
  • We flag high-risk content for immediate review and action
• Dashboard Maintenance
  
  • We maintain a live dashboard of sentiment trends, keyword ranking, and review scores
  • We segment by platform and content type

Review and Feedback Management

• Respond to Reviews Promptly
  
  • We thank positive reviewers and acknowledge their feedback
  • We address negative reviews tactfully, aiming to resolve issues publicly or privately
• Review Generation
  
  • We implement strategies to collect positive reviews from satisfied customers
  • We use surveys, post-purchase emails, or in-store prompts
• Review Platform Oversight
  
  • We ensure all major platforms (Google, Yelp, Trustpilot, Glassdoor, etc.) are actively managed and updated

Content Lifecycle Management

• Content Updating
  
  • We refresh outdated blog posts, press releases, and web pages to keep them current
  • We optimize top-ranking content for SEO and relevance
• Content Calendar Execution
  
  • We maintain a schedule for ongoing content creation (blogs, videos, social posts)
  • We align with product launches, seasonal events, and trending topics
• Content Archiving and Repurposing
  
  • We reuse high-performing content in new formats (e.g., blog → video → social post)
  • We retire irrelevant or underperforming assets

Social Media and Community Engagement

• Consistent Posting
  
  • We maintain a regular cadence across active platforms
  • We balance promotional, educational, and interactive content
• Engage Proactively
  
  • We like, comment, and share relevant posts from customers and industry voices
  • We participate in relevant conversations to stay visible and trusted
• Crisis Readiness
  
  • We keep response templates and team roles updated
  • Wesimulate incident response scenarios quarterly to ensure preparedness

SEO and Search Result Management

• SERP Management
  
  • We track branded search results and keyword rankings regularly
  • We promote and link to positive content to maintain top positions
• Backlink Strategy
  
  • We build authority through ethical backlinking from reputable sources
  • We disavow toxic backlinks if they’re harming reputation
• Suppress Negative Results (if necessary)
  
  • We continue to publish high-quality content that can outrank or push down harmful links
  • We use media outreach and content hubs to distribute visibility

Internal Governance and Training

• Team Roles and Responsibilities
  
  • We help clients to assign roles for content, social, customer service, and reputation monitoring
• Staff Training
  
  • We help educate employees on brand voice, digital conduct, and customer response protocols
  • We help clients update teams on policy or brand guideline changes
• Policy Maintenance
  
  • We help cleints to keep social media, content, and review response policies up to date

Analytics, Reporting, and Continuous Improvement

• Regular Reporting
  
  • We provide monthly and quarterly reports on KPIs: sentiment trends, review scores, share of voice, content performance
• Performance Analysis
  
  • We identify what’s working and what’s not — platforms, content types, engagement levels
• Strategy Refresh
  
  • We adjust goals, tactics, or messaging based on new trends, feedback, or business changes

*  360 Crue may change the tools and methods used as deemed necessary or sufficient given the specifics of each case.