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Reputation management
Reputation management is the practice of monitoring and influencing what is publicly said about a business — reviews, search results, press and social mentions..
Definition
Reputation management is the practice of monitoring and influencing what is publicly said about a business — reviews, search results, press and social mentions.
As a software category it usually means a platform that monitors mentions, collects reviews and routes replies, priced accordingly.
What it looks like in practice
Birdeye, Podium and Reputation.com are reputation management platforms. A review widget is not one, and neither is a review request tool on its own.
Why it matters
The category is worth understanding because the price difference is large and the overlap is small. If you need multi-location monitoring, reply workflows and a team inbox, that is a reputation platform. If you need your reviews on your website, that is a widget and costs a fraction as much.
Related terms
Review software categories · Collect customer reviews · How to respond to reviews.
The full reviews glossary defines every term used across this site.
Questions
Related terms
Social proof
Social proof is the tendency to judge something by how other people have judged it.
User-generated content (UGC)
User-generated content is any content about a brand created by its customers rather than by the brand: reviews, photos, videos, comments, forum posts, social media mentions..
Testimonial vs review
A review is unsolicited feedback left on a platform you do not control, alongside everyone else’s including the critical ones.