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The CFO searches your company before a partner meeting. Google’s AI Overview compresses a negative review thread, an unresolved complaint, and an outdated Crunchbase description into a few sentences that sound authoritative. She doesn’t click your carefully written About page. She doesn’t inspect the positive press you earned last quarter. She repeats Google’s summary to […]
Read moreA brand’s reputation used to be shaped mostly by advertising, word of mouth, and the occasional news story. That’s no longer how it works. Today a brand’s reputation is built and rebuilt constantly across search results, review platforms, social feeds, and increasingly, AI-generated summaries that consumers see before they ever visit a company’s website. Brand […]
Read moreAn executive opens an AI assistant before a board meeting and asks, “What should I know about this company?” The answer mentions an old complaint, repeats an inaccurate forum post, and says nothing about the company's recent work, leadership, or customer outcomes. The executive's website still ranks well, but the AI summary has already formed […]
Read moreEach and every encounter that a customer may have with your business online, whether it is a search result, a review, a website, or a social media profile, is a mini-test of trust. If you pass enough of these tests, customers will start buying from you, referring others, and coming back. If you fail them, […]
Read moreCEO reputation management is not a vanity exercise. In one landmark executive-reputation study, 45% of a company's reputation was attributed to the CEO's reputation, and 44% of a public company's market value was tied to the CEO's reputation, which is why this work sits inside online reputation management, not just communications. That same research found […]
Read moreA prospective client searches your name after a referral. They see a few prominent negative reviews, an incomplete Google Business Profile, inconsistent office information, and no clear evidence that you understand their neighborhood or property type. Your actual experience may be strong, but the search results tell a thinner story. The prospect contacts another realtor […]
Read moreClient success metrics for reputation and PR programs start with a hard truth: activity is not proof. Net revenue retention is the cleanest historical proof that customer success can drive growth, not just reduce damage. Gainsight's glossary says best-in-class companies are greater than 100% and ideally greater than 110% on NRR, which means existing customers […]
Read moreManaging corporate reputation used to sit mostly with the communications department, treated as a matter of press coverage and public statements. That framing is outdated. Recent research has put a hard number on what reputation is actually worth to a company’s balance sheet, and the figure is large enough that managing corporate reputation now belongs […]
Read moreYour CEO is in a meeting, your comms lead is staring at a search results page, and a negative story just jumped from one complaint thread to page one. Legal wants to slow down, sales wants a response, and someone in operations is already asking whether the customer records are safe. That's the moment an […]
Read moreA crisis rarely starts with a press conference. It starts with a customer complaint that gets traction, a rumor that spreads before your team logs in, or a post that forces your leadership group to decide whether to answer now or wait for legal review. By the time a statement is drafted, the battle is […]
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