Reputation Management Glossary
Plain-English definitions of the terms behind online reviews, local SEO, and customer experience. Built for business owners, not marketers.
C
Churn Shield
A system that intercepts unhappy customers before they leave negative reviews or stop returning.
Citation Building
Creating and managing business listings across online directories to improve local search visibility.
Competitive Analysis
Researching and benchmarking your business against competitors to identify advantages and gaps.
Customer Churn
When customers stop doing business with you, often silently and without explanation.
Customer Feedback
Any information customers share about their experience with your business, collected through surveys, reviews, or direct communication.
Customer Journey
The complete sequence of experiences a customer has with your business from discovery to loyalty.
Customer Retention
The ability of a business to keep existing customers coming back over time.
Customer Satisfaction Score (CSAT)
A metric measuring how satisfied customers are with a specific interaction or experience.
G
L
N
R
Reputation Score
A numerical rating that summarizes a business's overall online reputation health.
Review Gating
The practice of filtering customers before sending them to a public review site based on their satisfaction level.
Review Generation
Strategies and tools for proactively asking customers to leave reviews.
Review Management
The system of collecting, monitoring, and responding to customer reviews across platforms.
Review Response
The practice of publicly replying to customer reviews to show engagement and resolve issues.
Review Response Time
How quickly a business replies to customer reviews after they're posted.
Review Site
An online platform where customers can post public reviews and ratings of businesses.
Review Velocity
The rate at which a business receives new reviews over a given time period.
S
Schema Markup
Structured data code added to your website that helps search engines understand your content.
Sentiment Analysis
AI-powered analysis that determines whether customer feedback is positive, negative, or neutral.
Social Proof
The psychological phenomenon where people follow the actions of others when making decisions.
Star Rating
The average numerical score (typically 1-5) calculated from all customer reviews on a platform.
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