8legs: Matt g. southern

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Treating Reviews As Business Infrastructure, Not Marketing, Drives Real Business Results

A study of 251 U.S. small-business owners finds active reputation management correlates with better business performance.
Google star ratings alone did not predict business performance in competitive markets.
ORM is described as a strategic resource and operational capability for multi-location brands.
In competitive markets, ORM’s impact on performance widens the gap between practitioners and non-practitioners.
AI-driven local visibility shows fewer brands surface through AI than via the Google 3-pack.
Consumer use of AI tools for local recommendations rose to 45% in 2026 Local Consumer Review Survey.
Multi-location brands face challenges in consistent review responses across locations.
The study highlights the need for shared standards and operational support to ensure consistency.
AI visibility depends on data accuracy, reputation signals, and engagement, not just star ratings.
The article emphasizes a broader trend: quality of review content adds location-specific context that ratings miss.

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