Reputation management is the process by which a company’s reputation is managed, maintained, and improved.
It includes the use of reputation scores and analytics to understand the public perception of a company, as well as
how that perception may be affected by certain events or actions; and developing reputational policy documentation
for internal decision makers.
It is critical that companies implement appropriate measures to protect their assets (such as brand, and intellectual
property) and also ensure that their customers are satisfied with products and services in order to maintain or even
strengthen relationships with current customers.
Reputation management can help increase employee productivity by reducing errors at source; enhancing customer
service recognition through proactive contact monitoring systems; enhancing customer loyalty/satisfaction through
proactive improvement programs; improve internal product/service quality through effective feedback mechanisms
including review processes like Google, Yelp, Facebook and other reviews.