Reputation Management Solutions

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Market Summary

Market Overview

Reputation Management Solutions or Review Solutions exist in multiple forms and are designed to solve an array of needs across the industry. Whether your company or location wants to aggregate and analyze its reviews from numerous sites or have a holistic approach to managing its digital reputation, one or more solutions likely exist. The feature sets within these products encompass everything from gathering and encouraging reviews from customers to deep analytics across all review sources combined with market communications through multiple channels.

Marketplace Context

Capsolve’s research uncovered more than 109 solutions that at least track reviews or gather one or more forms of customer feedback, typically from surveys, ratings or reviews. However, these solutions vary significantly across the industries covered. Most offer basic functionality to gather customer feedback while a small set of solutions provide a comprehensive reputation management solution to their subscribers and clients.

Most of the solutions that exist are part of another software solution or a module within it. A select few are fully functional solutions centered around guest experience management. The key to finding the best solution for your property is to understand your business needs and how you want customer feedback to play a role.

Capsolve categorizes Reputation Management Solutions based upon three primary areas – Guest Experience, Marketing and Operations. However, the value of these solutions is often applied across functional responsibility areas within organizations. Simply stated, companies are able to apply any learning from guest feedback and make improvements in nearly any area of their business. As part of this categorization, Capsolve goes a step further and includes categorization based on the actual type of product that includes the Reputation Management functionality.

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About this Report

This document details a review of the marketing information and capabilities associated with this category’s solutions and the surrounding technology ecosystem. It contains original content written by Capsolve to provide a perspective of current trends affecting one or more of the hotel, restaurant and golf & country clubs industries. The analysis covers a statistically significant portion of the previously defined category marketplace.