TP424 - Rethinking Reputation Management (Moving Beyond Google Reviews)

When we think about reputation management, our minds often jump to Google reviews and star ratings—but what if we’re thinking too small? In this episode, Chris Boyer and Reed Smith challenge the traditional approach to ORM and explore how health systems can leverage reputation as a strategic asset beyond the review section.They dive into:

Reputation as a Business Asset – Why ORM isn’t just a marketing metric but a driver of partnerships, hiring, and regulatory trust.

The Expanding Digital Footprint – How social media, AI-driven search, and misinformation shape brand perception.

Operationalizing ORM – Moving reputation management beyond marketing to HR, legal, and corporate strategy.

AI’s Role in Reputation – How algorithms curate (and sometimes distort) what people see about your brand.

Plus, they sit down with Dean Browell to discuss the declining influence of Google Reviews in assessing a health system’s online reputation and what hospitals should focus on instead.
Don’t miss this deep dive into the future of reputation management in healthcare—because in 2025, your brand’s trustworthiness isn’t just about reviews, it’s about strategy.
Mentions from the show: 

Reputation Management Statistics By Customer Reviews Impact, Revenue, Importance and Fake Review

The Future of Online Reputation Management Services in 2025: What Businesses Must Know

AI And Online Reputation Management: Five Trends For Brands To Keep Top Of Mind In 2025

Dean Browell on LinkedIn

DiscoverFeedback.com

Reed Smith on LinkedIn

Chris Boyer on LinkedIn

Chris Boyer website

Chris Boyer on BlueSky

Reed Smith on BlueSky

Learn more about your ad choices. Visit megaphone.fm/adchoices