ORM retainers don't fail because the agency underperformed. They fail because organisations outsource the activity while keeping the indecision in-house. A practitioner's view after 20 years.
Reputation risk compounds when organisations respond without clear decision authority. A senior perspective on why ORM failures are usually governance failures, not response gaps.
Reputation risk persists not because organisations lack expertise, but because ownership is diffused. A senior perspective on why ORM requires governance-level accountability, not functional coordination.
Many organisations monitor their online reputation extensively yet still lose control of perception. An experienced perspective on why monitoring creates visibility, not authority, and how this gap leads to risk.
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