Reputation Management is the business of responding to customer reviews, and the process of using search engine optimization (SEO) to reduce visibility of negative reviews.
Reputation management is different than reputation monitoring, which refers to software used to monitor customer review sites (such as Yelp, Google My Business, Open Table and Trip Advisor).
Some reputation management companies include monitoring software along with their SEO services, but reputation monitoring software is typically a stand-alone product without repair services. Reputation monitoring is also different than brand mention monitoring, which does not include review websites and includes general web and blog mentions, and/or social media mentions.
At the simplest level, brand mention software includes social media and general web mentions (blogs, articles, etc.) and reputation monitoring software tracks customer review websites.
Why is reputation management important?
Monitoring reputation is the fastest way to be alerted to a potential crisis on social media when someone is complaining about a brand, and managing reputation is the process of responding to those complaints (or complements).
You can’t control something you aren’t watching and, trust me, brand reputation is important enough to watch like a hawk.