Online reviews are more than just opinions—they are a crucial factor in your brand’s reputation, credibility, and conversion rates.
I’ve managed reviews for brands for nearly 20 years, and the landscape has shifted dramatically.
From Yell and Trustpilot to the current dominance of Google Reviews (57% of all reviews are on Google), the importance of managing your online reviews cannot be overstated.
The Impact of Unmanaged or Missing Reviews
Unmanaged Negative Reviews: Bad reviews left unchecked can harm your reputation, reducing leads and sales.
No Reviews at All: A lack of reviews may make potential customers question your credibility and hesitate to engage with your business.
Third-Party Ownership Risks: Reviews left on third-party platforms like Yelp or TripAdvisor are their intellectual property.
This means you don’t own them, can’t legally use them without permission, and could even face legal action for displaying them.
Review Stats That Show Their Importance
- 57% of all reviews are on Google (WiserNotify).
- 75% of businesses don’t respond to negative reviews, missing opportunities to demonstrate
accountability (ReviewTrackers). - 94% of consumers avoid a business after reading a negative review (ReviewTrackers).
- Consumers read an average of 10 reviews before trusting a business (BrightLocal).
- 40% of consumers only consider reviews written in the past two weeks (BrightLocal).
- 53% of customers expect businesses to respond to negative reviews within a week, but 63% say their review has never received a response (ReviewTrackers).
What Should You Do?
Conduct an audit and start by identifying where your brand is being reviewed online. Search for “your brand reviews” and check platforms like:
- Yelp
- TripAdvisor
- Glassdoor (employer reviews)
- Facebook
- Google My Business
- Amazon
- Review Centre
Use Review Management Tools
Streamline your review management process with third-party tools like:
- Feefo
- TrustIndex
- Uberall
These tools help you manage reviews across platforms, collect feedback, and embed review widgets on your website.
Create Your Own Review System
OWN your reviews by creating a simple online form where customers can leave feedback directly with you.
Use options like thumbs up/thumbs down or a 1-10 rating system.
Route negative feedback internally to resolve issues before they’re published.
How to Generate Reviews for Your Brand
Ask for Reviews at the Right Time
Request reviews when a customer is most satisfied, such as right after a purchase, service completion, or positive interaction.
Make It Easy
Provide direct links to your review platforms in follow-up emails or SMS.
Use QR codes on receipts or in-store displays to guide customers to review pages.
Incentivise Feedback
Offer small incentives like discounts or loyalty points for leaving a review (while adhering to platform guidelines).
Leverage Positive Interactions
Train your team to ask happy customers for reviews during face-to-face interactions.
Follow Up
Use email or text reminders to gently nudge customers who haven’t left a review.
How to Handle Negative Reviews
Respond Quickly and Professionally
Address complaints calmly and directly.
Avoid arguing publicly—aim to take the conversation offline to resolve the issue.
Accept the Unchangeable
Some customers won’t be satisfied no matter what. Address their concerns, learn from the feedback, and move on.
Minimise the Impact of Negativity Bias
Even if you have hundreds of five-star reviews, a single bad review can dominate the narrative. How you handle it matters:
Respond quickly and professionally to show you care about all customers.
Turn complaints into opportunities to showcase your commitment to quality.
Prevent “Review Bandwagoning”
Unresolved reviews can spiral. For example, in hospitality, if one person in a group of 20 leaves a negative review and it isn’t addressed, others may pile on. Swift responses can prevent this.
Next Steps: Own and Optimise Your Reviews
To protect your reputation and maximise the impact of positive feedback:
Conduct a full audit of your current reviews.
Implement review management tools for streamlined oversight.
Build a system to collect and manage your reviews directly.
Want Help Managing Your Reviews?
At Push 4 Marketing, we can help you take control of your online reviews with tailored strategies to manage feedback, boost your reputation, and turn customer opinions into growth opportunities.
💬 Contact us today to learn more!
Founder at Push 4 Marketing. Helping brands generate more traffic, leads and sales and Improved ad spend ROI.
