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The State of Online Reputation Management 2020

In this report we uncover the impact of proactive online reputation management with respect to the customer journey, consumer trust and long-term business success.

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In this report we surveyed more than 500 companies and combined our findings with consumer surveys from the UK, US, Germany and Australia to find out the impact of proactive online reputation management with respect to the customer journey, consumer trust and long-term business success. Our findings confirm what we already knew: Reputation management is absolutely critical to business success. Additionally, to build and maintain consumer trust and positive sentiment, online reputation management must work hand in hand with effective customer experience management and a proactive effort to tune into the voice of the customer and take action.