Hello Reader,

Imagine a potential customer deciding between your business and three competitors.

Instead of opening Google and clicking through websites, they ask ChatGPT or another AI assistant, “Which company would you recommend?” or “Tell me about this business.”

Within seconds, AI has helped shape their first impression.

The interesting part?

Your brand may be saying one thing, while AI is piecing together a completely different story based on the information it finds online.

Today’s customers are increasingly using AI to research products, compare businesses, and narrow down their options before they ever visit a website. That means your digital reputation is no longer just influencing search results, it can influence AI-generated recommendations too.

So, what can you do?

1. Make your brand positioning unmistakably clear.

If your website says you’re a luxury retail brand, LinkedIn says you’re stylist, and your social media focuses on something else entirely, AI has to guess how to describe your business.

Be consistent about who you help, what problems you solve, and what makes you different.

2. Build credibility beyond your own website.

AI doesn’t rely on your website alone. Customer reviews, case studies, media mentions, directory listings, and thought leadership all help reinforce your expertise.

The more credible signals available online, the stronger and more accurate the picture AI can build.

3. Keep your online information accurate and up to date.

Review your website, Google Business Profile, contact details, service descriptions, and social media profiles regularly. Outdated information can create confusion for both customers and AI.

Here’s something to think about this week:

If a customer asked AI, “Why should I choose your business?” what answer would they receive?

Would it accurately reflect the business you’ve worked so hard to build?

As AI becomes part of everyday decision-making, businesses that communicate clearly and consistently online will have a distinct advantage.

Because before customers experience your service, they’ll experience your digital reputation.

Warmly,

— Maureen

P.S. Know a founder who thinks no complaints means happy customers? Forward this to them.