Business reputation management is just what it sounds like – managing your business’ reputation. In this day and age, that means managing customer feedback and reviews online. Let’s take a look at how these impact your business and what you can do to make sure your reputation is as good as you are.

Credibility and Business Reputation Management

People are using the internet more and more (especially since the pandemic hit) to research products and services they are interested in before they leave the house. Not only are they looking for products and services, but they are also checking out reviews of those products and services as well as the businesses that provide them. A positive review tells your potential customer what you’re doing right. A negative review can severely damage your business’s reputation online.

An estimated 93% of consumers say that online reviews influence their purchasing decisions. 91% of consumers between the ages of 18 and 34 trust online reviews just as much as personal recommendations. As you can see, this means that business reputation management must include steps to create and keep a positive online image, where your credibility is at stake.

Search Engine Optimization (SEO)

Having your website show up in the Google search engine results pages is important because that’s how a lot of people will find your site. In managing your brand reputation, it’s important to have a good first impression when people do manage to find your site. This includes a Google My Business profile. This profile includes reviews that are easily accessible to your potential customer. It’s important that you monitor all reviews, but these are likely the first reviews a potential customer will see before making an impression about your company. The truth is that 90% of consumers will only read 10 or fewer reviews before deciding whether or not to trust a business.

In business reputation management, this means your Google reviews need to be top-notch!

Customer Feedback and Business Reputation Management

Positive reviews often provide details, including pictures, of the product or service in question. These reviews are great because they provide personal testimonials and proof of how good your work can be. This is a great way for companies to get feedback about an aspect of their business, especially if you were uncertain about a product or service. Negative reviews, however bad they may seem, can have a silver lining. They provide your company with valuable feedback about areas that you can improve because they are lacking or don’t adhere to your goals or standards.

The follow-up reviews after the resolution of a negative review can definitely increase your company’s trustworthiness and is a result of good business reputation management.


Business reputation management is needed online, where most of today’s consumers get their information about your company. Online reviews can make or break your company’s reputation and provide a first impression for potential customers. SEO drives traffic to your site listing on Google, where reviews are easily available and presented through your Google My Business listing. Managing this listing and responding to reviews here can be a great first step in managing your business’s online reputation.

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