---
id: "framework-reputation-flow"
type: "framework"
source_timestamps: ["00:07:05", "00:08:00"]
tags: ["customer-experience", "seo"]
related: ["concept-reputation-management", "concept-5-employee-ai-system"]
steps: ["AI sends an SMS to the customer shortly after their visit/purchase.", "AI asks the customer to rate their experience from 1 to 5.", "AI incentivizes a response by offering entry into a high-value raffle (e.g., $500 gift card or free membership).", "If the customer replies with a 4 or 5, the AI sends a direct link to leave a public Google Review.", "If the customer replies with a 1, 2, or 3, the AI sends a link to a private feedback form for the business owner to review internally."]
---
# AI Reputation Management Flow

## Purpose

A systematic, gated review-and-feedback process that generates a steady stream of positive public reviews while keeping negative signal **private and actionable** for the business owner. This is the operational backbone of [[concept-reputation-management]].

## Steps

1. **Trigger** — Shortly after the customer's visit or purchase, the AI sends an SMS.
2. **Ask for a rating** — "How was your experience, 1–5?"
3. **Incentivize the response** — Offer entry into a **high-value raffle** (e.g., a $500 gift card or a free year of membership). The size of the prize drives the response rate.
4. **Branch on rating**:
   - **4 or 5** → AI sends a direct link to leave a **public Google Review**.
   - **1, 2, or 3** → AI sends a link to a **private feedback form** routed to the business owner. The customer is not directed to public review channels.
5. **(Implied follow-up)** — Happy customers are subsequently asked for referrals, with additional raffle entries as incentive — see [[concept-reputation-management]] for the referral loop.

## Why It Works

- The raffle dramatically increases response rate vs. a generic "please leave us a review" ask.
- The branch protects the public rating without suppressing the operational signal.
- AI auto-responses to public reviews boost local SEO over time.

## Compliance Watchout

Review *gating* (preventing negative reviews from being posted) violates FTC and platform policies. The pattern documented here — asking everyone, then *encouraging* happy customers to leave a public review — is widely used but must be implemented carefully within each platform's terms. The video does not address this compliance nuance.