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Industry Landscape
The Online Reputation Management (ORM) and Customer Experience (CX) analytics industry is rapidly evolving, driven by the increasing importance of online reviews and digital presence. Businesses across sectors are investing in ORM and CX solutions to manage their brand perception, enhance customer satisfaction, and improve local search visibility. AI and NLP are crucial for sentiment analysis and deriving actionable insights from vast amounts of customer feedback.
Total Assets Under Management (AUM)
Online Reputation Management Software Market Size in United States
~The global online reputation management software market size was valued at USD 1.2 billion in 2023. The US accounts for a significant portion of this market.
(14.5% CAGR)
The growth is driven by:
- Increased digitization across businesses.
- Growing importance of online reviews.
- Need for competitive intelligence.
Total Addressable Market
2.1 billion USD
Market Growth Stage
Pace of Market Growth
Emerging Technologies
Generative AI for Review Response
Utilizing AI to automatically draft personalized, contextually relevant responses to customer reviews, improving efficiency and consistency.
Predictive Sentiment Analysis
Advanced AI models that can forecast shifts in customer sentiment and potential brand crises based on early warning signs in review data.
Blockchain for Trust and Verification
Implementing blockchain technology to verify the authenticity of reviews and enhance trust in online feedback mechanisms.
Impactful Policy Frameworks
Consumer Review Fairness Act (CRFA) 2016
This federal law prohibits businesses from using contract clauses that prevent or restrict consumers from publishing reviews about their products or services.
It ensures consumers' right to post honest reviews, protecting ReviewTrackers' data sources while requiring businesses to adapt their terms and conditions.
California Consumer Privacy Act (CCPA) 2018 (and CPRA 2020)
Grants California consumers various rights regarding their personal information, including the right to know, delete, and opt-out of the sale of their data.
ReviewTrackers must ensure its data collection and processing methods comply with CCPA/CPRA, potentially impacting how customer feedback is gathered and stored for US-based operations.
Federal Trade Commission (FTC) Endorsement Guides (updated 2023)
These guides clarify that endorsements must be honest and not misleading, and require disclosure of material connections between advertisers and endorsers.
This impacts how businesses solicit and display reviews, requiring ReviewTrackers to provide tools and guidance to help clients ensure compliance with transparent review generation and display practices.
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