AI is changing everything from the creation of visual art to making credit decisions. It’s also changing how small businesses manage ratings, reviews, and their reputation. We’ll ask key industry players, Birdeye and Synup,  to lay it all out for us.

Key Takeaways

Here are a few key messages or insights that we gleaned from this session.

• One of the core components of reputation is reviews. These have gained in importance because consumers increasingly rely on them and businesses recognize their impact (positive or negative).
• Boosting the importance of reviews, they’re increasingly ingested by Google as a ranking factor.
• This makes the practice of reputation management a very natural thing to sell to SMBs, as opposed to some of the more technical things that vendors try to sell to them (search marketing, etc.).
• Reputation management itself includes several components, including social monitoring and social posting. The latter has expanded from posting things, to responding to reviews, not to mention the growth of social media formats (multimedia, video, stories, TikTok-style videos, etc.)
• The craft of reputation management has been constant, but the tools continue to evolve.
• For example, high on that list is AI, such as helping SMBs determine the right tone for responding to a negative review (they often react strongly).
• AI can also help generate social marketing copy, and monitor aggregate social activity to glean insights and prescriptive advice.

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Reputation Management in an AI Driven World

AI is changing everything from the creation of visual art to making credit decisions. It’s also changing how small businesses manage ratings, reviews, and their reputations. We’ll ask some key industry players to lay it all out for us.

Nate Henry, Birdeye
Ashwin Ramesh, Synup