Reviews
- Reviews — monitor volume, rating, movement, and recent feedback.
- Directories — review presence and consistency across important listing sources.
- Acquisition — organize the process for requesting new reviews.
- Respond — prepare responses that follow the site’s saved brand voice.
Earned visibility
- Mentions — discover public references to the brand.
- Press — focus on editorial and media coverage.
- Citation Gap — find sources that mention competitors or relevant topics but not your brand.
A healthy reputation routine
- Confirm the correct business identity and review sources during onboarding.
- Triage recent negative or high-impact reviews.
- Draft a response, verify its facts, and publish through the appropriate source.
- Track recurring themes instead of treating every review as an isolated event.
- Use Citation Gap to prioritize credible outreach and evidence-building opportunities.
Response guidance
- Acknowledge the reviewer’s actual experience.
- Do not disclose private account or customer details.
- Avoid arguing or inventing facts to defend the business.
- Move complex resolution to a private support channel.
- Keep positive-review replies specific and human.
Review and mention coverage varies by connected source, market, and plan. A quiet feed can mean no recent matches, an incomplete connection, or a source that Cleo cannot read directly.