Module 22 · Growth & E-commerce track
Online Reputation Management
This is the track for people who want to grow a business, not just run a campaign.
Online Reputation Management teaches how to monitor, respond to and improve how a brand appears across reviews, search results and social mentions — including how to handle a negative-review situation calmly and professionally.
2 wk
Module duration
2
Hands-on assignments
ORM Specialist
Job role this maps to
Why this module matters
A brand’s reputation directly affects conversion rate on every other channel taught in this digital marketing course, which is why ORM is treated as its own module rather than a footnote inside social media.
Real-world example
A single unanswered 1-star review sitting at the top of a business’s Google listing quietly costs them customers every day. This module teaches you the calm, professional response process that turns a public complaint into a trust signal instead.
What you'll actually learn
- Setting up brand monitoring and Google Alerts
- Responding to negative reviews without escalating them
- Encouraging genuine positive reviews ethically
- Managing a reputation crisis: a step-by-step framework
- Search result monitoring for brand name queries
- Working with legal/PR on sensitive situations
- Building a review-response style guide
- Reporting reputation health to stakeholders
Practical assignments — you'll do these, not just read about them
Assignment 1 — Draft response templates for 3 review scenarios: positive, neutral and negative.
Assignment 2 — Set up Google Alerts monitoring for a sample brand name.
Assignment 3 — Create a one-page reputation crisis response framework.
Tools you'll get hands-on with
Google Business Profile
Google Alerts
Review monitoring tools
Social listening (basic)
Where this takes you: ORM Specialist
ORM Specialist is a growing standalone role, especially for brands and personal-brand clients who need dedicated reputation monitoring rather than occasional social media attention.
Have questions about the Online Reputation Management module?
Leave your number and a BIIM counselor will walk you through this module, batch timing and what you’ll be doing week to week.
Related modules
See the full Digital Marketing Course curriculum
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