Online Reputation Management

Repairing, building & protecting your brand

The content that potential customers find online about your brand can be the difference maker for your business. We specialize in providing Online Reputation Management (ORM) services that help build trust in your organization. You only get one chance to make a first impression, let us help you make it a great one.

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What is Online Reputation Management (ORM)?

Your online reputation is the confluence of every piece of information about you online.  This information comes together to form an opinion in a person’s mind about you or your brand, whether positive or negative.  The easier it is to find the information, the more of an impact it will have on your reputation. The primary platforms that define your online reputation include:

  • Google Search
  • Google Autocomplete
  • Yelp, Google Reviews, and other review websites

With Online Reputation Management, we work hard to make all of the positive information easy to find.  At the same time, we use many different strategies and tactics to diminish the visibility of negative content, or in some cases, remove it from the web altogether.  The end result is a positive online reputation because when people search your name or brand, they immediately find positive content.

Online Reputation Management Services

We offer a number of different reputation management services that cover the key areas where your online reputation starts to be defined in a searcher’s mind.  The most visible parts of the web that define your reputation include Google search and important review website.  Many organizations also have us build custom ORM dashboards, which serve to bring all of the aspects of a reputation onto a single screen, and in some cases, boiled down to a single 1-100 score that changes over time.

Search Engine Result Improvement

Control the search results for brand-related search queries.

Yelp and Online Review Improvement

Improve your overall ratings on Yelp and other review websites.

Google & Bing Autocomplete Cleanup

Push out negative Google Autocomplete values with positive and neutral words.

Public Affairs Messaging & Amplification

Promote and advocate key messages to hyper-targeted digital audiences.

Reputation Monitoring & Reporting

Track search results daily, reviews in real-time, and roll data up into actionable, executive-level dashboards.

Search Engine Result Improvement

Damaging press, review sites, or complaint sites like RipOffReport or can have a devastating effect on a business when they appear on the first page of the search engine’s results for brand related queries. When a client has a problem like this, we attack it from many different angles using the many tactics we’ve built-out over the years – from attempting removal to suppression by pushing the negative article down in the search results.

Content Creation

With our full team of award-winning designers, developers, and editors, we produce credible, useful, professional content for our clients. Our expertise in public relations, social media and online advertising all converge to strengthen your branded search results. This quality content can then be leveraged to outrank any negative content that appears.

Content Promotion

After creating positive content for your brand, we use our experience with search engine optimization to promote this content onto the first page of Google. This content will subsequently push down any negative content onto the 2nd or 3rd page of Google where few will notice or click. Our years of experience help us determine what existing and new content will rank the fastest and stay on top for long-term protection and positive branding. We use the latest strategies of digital marketing, search engine optimization and semantic search to strengthen your credibility with Google.


We developed a proprietary tracking tool to monitor a calculated “Sentiment Score” of your brand’s online reputation and track its changes over time. We create clear key performance indicators before any new campaign and build custom reports based on our clients’ needs.


Through our years of ORM experience we have developed a toolkit of services that can help turn a sparse or floundering Yelp profile into a positive page that enhances a brand’s online presence.

Review Removal

We examine the possibility of flagging 1-star and 2-star reviews for violation of Yelp’s guidelines. When a review may be in violation of the Yelp guidelines, we craft a strong case for its removal and submit it to the Yelp team for review. You only get one chance to make your argument, and using our knowledge of the Yelp review processes gives the strongest chance of obtaining a removal.

Review Defiltration

Many times positive reviews are filtered and do not appear on your Yelp business profile. We review strategies to signal to Yelp that those reviews are genuine and should be displayed. Through our efforts, we can often pull some 5-star reviews out of the filter so that they display on the main page and factor into the overall star rating.

We have developed strategies and approaches that businesses can implement to encourage satisfied customers to leave genuine reviews highlighting the benefits of your services. Often times customers only go online to leave negative reviews, so building a strategy to obtain positive reviews can turn a negative profile into a positive brand asset.

Our Yelp improvement services do not include fake reviews.

Google & Bing Autocomplete Cleanup

The values that Google Autocomplete (formerly known as Google Suggest) displays are the first impression of your brand within Google.  Our online reputation management services help businesses, organizations, and individuals overcome negative autocomplete values when terms such as ‘lawsuit’, ‘complaints’, ‘scam’ or a competitor’s name appear after your brand name in Google.

Autocomplete Strategy

In our experience and testing, we have discovered three overriding factors that drive Google Autocomplete:

  • Search Volume and Searcher LocationThe amount of searches performed for a name/keyword along with the location of the searchers
  • Keyword and Phrase AppearanceThe total number of mentions of the words on third-party websites, blogs, and forums
  • Social Media MentionsThe amount and consistency of mentions on social media platforms such as Twitter, Facebook, LinkedIn and Google+

The algorithm also contains a time tracking component that factors in the freshness of queries and content. This component ensures that new, trending searches are included as well. We use all of our research and experience to build a campaign to influence Google Autocomplete for our clients.

You can take a look at the autocomplete values for your brand or any other search term with our custom Google Autocomplete tool.

Public Affairs Messaging & Amplification

We have helped a number of organizations share their important messages to communities online that would have otherwise not found the information.  This type of work spans across many of our ORM services: we’ve pushed content that needed to be more visible higher in the search results, adjusted copy on public forums to reflect specific messaging, and promoted important information and statistics in large and active communities on Reddit. If you are looking to spread a message to a specific online audience or demographic, the services we offer can help you reach them. 


Closely monitoring your online reputation and reporting on its progress is an important part of an ORM campaign.

Reputation Monitoring

We have custom-built a number of tools to help us with very specific monitoring activities.  We can see Wikipedia updates as they happen, track the smallest of changes in search results, and monitor online reviews in real-time.  These capabilities allow us to quickly assess changes in your online reputation and adjust strategy as needed to triage any immediate problems.

Reputation Reporting

A good report has all of the information you need, and nothing extraneous.  We custom build your report based on the metrics that are most important for you.  These reports consist of data around your online reputation and an explanation of any significant changes that have occurred over the reporting time period. In many cases, we also develop a custom metric that factors in every aspect of your online reputation, meaning we can plot your reputation for the month on a scale from 1 to 100.  This single number is incredibly useful for seeing the direction that the organization’s online reputation is heading and has proven very effective in improving executive awareness and obtaining program buy-in.