We surveyed a panel of experts about the current state of reputation management. Their consensus opinion was that Google My Business is the most important platform for local brick-and-mortar stores. Multiple experts pointed to fake reviews as a growing concern. Responding to negative reviews is considered a critical priority for businesses, although many don’t have the bandwidth to handle the task. There’s also a strong belief that customer reviews can serve to suggest needs for modifying operations. Last, the experts felt that the hospitality and restaurant industries have the most to gain by implementing a reputation management strategy.
- Experts consider Google My Business the most important source of local business reviews.
- Multiple experts note the rise of fake reviews and customer concerns about them.
- Responding to negative reviews is important, but many businesses don’t have the manpower for it.
“After all, if you’re a business in any way on the front lines of the fight against Covid-19 — healthcare providers, grocery stores, and others offering crucial services — it’s likely that even thinking about online reviews is a luxury for which you currently cannot spare the time.”