Top Trends for Online Reputation and Customer Experience Management in 2019

In 2018, Google maintained its dominance in online review volume and consumer exposure, eclipsing all other review sites. However, Facebook also rose in priority among businesses looking to expand their digital footprint and connect with consumers. As predicted, user generated
content is increasingly critical to SEO and weighs heavily in search rankings — and the voice of the customer is loud and clear across every channel.
As these trends continue to guide marketing leaders’ strategies in the coming year, other emerging trends can mean boom or bust for multi-location businesses. In this eBook, we’ll explore the five that we believe will have the
biggest impact on your business in 2019:

1. Building trust with consumers will be more critical than ever, requiring increased brand transparency and proactive customer engagement at the local level.
2. Online reputation and CX management will merge, as a brand’s reputation and the experience it provides to customers are inexorably linked.
3. Businesses will increasingly leverage AI and machine learning techniques to improve CX.
4. Consolidation of ORM and CX point solutions will reduce risk, cost and complexity.
5. Automation and mobile-first strategies will simplify ORM for businesses, enabling more immediate service recovery and customer engagement.

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