Reputation Management Glossary

Brand Sentiment

Brand sentiment is the overall attitude and emotional perception that customers and the public hold toward a brand. It i...

A 10% improvement in brand sentiment correlates with a 1.5% increase in revenue...

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CSAT (Customer Satisfaction Score)

CSAT (Customer Satisfaction Score) is a metric that measures customer satisfaction with a specific interaction, product,...

Companies with CSAT scores above 80% have customer retention rates 25% higher th...

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Citations & NAP Consistency

Citations are online mentions of a business's Name, Address, and Phone number (NAP) across websites, directories, and pl...

NAP consistency across citations is among the top 5 local search ranking factors...

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Crisis Management

In the context of reputation management, crisis management refers to the strategies and processes for responding to sudd...

Companies that respond to a crisis within the first hour reduce financial impact...

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Customer Churn Rate

Customer churn rate is the percentage of customers who stop doing business with a company during a specific time period....

A 5% increase in customer retention increases profits by 25-95% (Bain & Company)...

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Customer Effort Score (CES)

Customer Effort Score (CES) measures how easy it is for a customer to interact with a business, resolve an issue, or com...

96% of customers who have high-effort experiences become disloyal, compared to o...

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Customer Experience (CX)

Customer experience (CX) encompasses every interaction a customer has with a business, from initial awareness through pu...

Businesses that lead in customer experience outperform laggards by nearly 80% in...

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Customer Feedback Loop

A customer feedback loop is a systematic process for collecting customer opinions, analyzing the data, implementing impr...

Businesses that close the feedback loop retain 10% more customers than those tha...

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Customer Journey Mapping

Customer journey mapping is the process of creating a visual representation of every interaction a customer has with a b...

Companies that use customer journey mapping see a 54% greater return on marketin...

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Customer Lifetime Value (CLV)

Customer Lifetime Value (CLV) is the total revenue a business can expect from a single customer account throughout their...

Increasing customer retention by 5% increases profits by 25-95% (Bain & Company)...

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First-Party Reviews

First-party reviews are customer reviews collected directly by a business on its own website or platforms, rather than o...

70% of consumers trust third-party reviews more than reviews on a company's own...

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Google Business Profile

Google Business Profile (formerly Google My Business) is a free tool provided by Google that allows businesses to manage...

Businesses with complete Google Business Profiles receive 7x more clicks than in...

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Google Business Profile Optimization

Google Business Profile (GBP) optimization is the process of completing, enhancing, and actively managing your Google Bu...

Complete GBP profiles receive 7x more clicks than incomplete ones (Google).

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Local SEO

Local SEO (Search Engine Optimization) is the practice of optimizing a business's online presence to attract more custom...

46% of all Google searches have local intent (GoGulf).

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Net Promoter Score (NPS)

Net Promoter Score (NPS) is a customer loyalty metric calculated by asking customers how likely they are to recommend a...

Companies with an NPS above 50 grow at 2x the rate of those with average scores...

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Omnichannel Feedback

Omnichannel feedback is the practice of collecting and unifying customer feedback across all channels — online reviews,...

Companies with omnichannel feedback strategies retain 89% of their customers, co...

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Online Reputation Management (ORM)

Online Reputation Management (ORM) is the practice of monitoring, influencing, and improving how a business is perceived...

94% of consumers say a negative review has convinced them to avoid a business (R...

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Reputation Recovery

Reputation recovery is the strategic process of rebuilding a business's online reputation after a period of negative rev...

A one-star decrease in rating reduces revenue by 5-9% (Harvard Business School).

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Review API

A review API (Application Programming Interface) is a programmatic interface that allows businesses and developers to ac...

Businesses using API integrations respond to reviews 60% faster than those using...

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Review Aggregation

Review aggregation is the process of collecting and consolidating customer reviews from multiple platforms into a single...

The average business receives reviews across 5-7 different platforms (BrightLoca...

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Review Fatigue

Review fatigue occurs when consumers become overwhelmed by frequent review requests from businesses, leading to declinin...

The average consumer receives 5-7 review requests per week across all businesses...

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Review Fraud & Fake Reviews

Review fraud encompasses any practice that creates deceptive reviews, including purchasing fake positive reviews, postin...

Google removed over 170 million fake reviews in 2023 alone (Google).

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Review Gating

Review gating is the practice of screening customers before directing them to leave a public review, typically by first...

62% of consumers believe reviews that are exclusively positive are likely fake (...

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Review Generation

Review generation is the systematic process of encouraging satisfied customers to leave reviews on public platforms. It...

70% of consumers will leave a review when asked (BrightLocal).

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Review Monitoring

Review monitoring is the continuous process of tracking new customer reviews as they are posted across online platforms....

Businesses that respond to reviews within 24 hours are 33% more likely to receiv...

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Review Recency

Review recency refers to how recently reviews were posted for a business. It is a factor that both search engine algorit...

73% of consumers only care about reviews written in the last month (BrightLocal)...

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Review Response Rate

Review response rate is the percentage of customer reviews that a business has replied to, measured across one or more r...

Businesses that respond to reviews are 1.7x more trustworthy in the eyes of cons...

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Review Schema Markup

Review schema markup is structured data code (typically JSON-LD) added to a webpage that tells search engines about revi...

Rich snippets with star ratings increase click-through rates by 20-30% (Search E...

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Review Solicitation

Review solicitation is the practice of actively requesting customers to leave reviews about their experience. Methods in...

70% of consumers will leave a review when asked (BrightLocal).

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Review Syndication

Review syndication is the process of distributing reviews collected on one platform to other platforms or websites. It a...

Pages with syndicated reviews have 25-40% higher conversion rates than pages wit...

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Review Velocity

Review velocity is the rate at which new reviews are being posted for a business over a specific time period. It is typi...

73% of consumers say reviews older than 3 months are no longer relevant (BrightL...

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Review Widget

A review widget is an embeddable component that displays customer reviews and ratings directly on a business's website....

Displaying reviews on product pages increases conversion rates by up to 270% (Sp...

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Sentiment Analysis

Sentiment analysis is a natural language processing (NLP) technique that identifies and categorizes the emotional tone e...

AI sentiment analysis achieves 85-95% accuracy on customer reviews (Stanford NLP...

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Social Proof

Social proof is a psychological principle where people look to the actions and opinions of others to determine their own...

92% of consumers hesitate to make a purchase when there are no customer reviews...

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Star Rating

A star rating is a numerical score, typically on a scale of 1 to 5 stars, that represents a customer's overall satisfact...

A one-star increase in Yelp rating leads to a 5-9% increase in revenue (Harvard...

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Third-Party Reviews

Third-party reviews are customer reviews posted on independent platforms such as Google, Yelp, TripAdvisor, Trustpilot,...

93% of consumers say online reviews impact their purchasing decisions (Podium).

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Voice of the Customer (VoC)

Voice of the Customer (VoC) is a research methodology that captures customers' expectations, preferences, and aversions...

Companies with VoC programs achieve 10x greater year-over-year revenue growth co...

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