Online reviews significantly influence purchase decisions. 93% of consumers read reviews before buying. Active review management builds trust, improves SEO, and provides valuable feedback.
Key Review Platforms
View Review Platforms
Google Business Profile: Most important for local SEO
Trustpilot: Popular in UK/EU, trusted badge
TripAdvisor: Essential for hospitality
Facebook: Recommendations on your page
Industry-Specific: Yelp, Feefo, Reviews.io
Marketplace: Amazon, Etsy product reviews
Getting More Reviews
- Ask at the right moment (post-purchase, after positive interaction)
- Make it easy (direct links, QR codes)
- Email and SMS review requests
- Train staff to ask satisfied customers
- Include review links in packaging/receipts
- Never offer incentives for positive reviews (against most platform policies)
Responding to Reviews
- Respond to all reviews (positive and negative)
- Thank positive reviewers personally
- Address negative reviews professionally
- Take complaints offline when appropriate
- Never argue or get defensive publicly
- Learn from feedback and improve
Handling Negative Reviews
Respond promptly, acknowledge the issue, apologise if appropriate, offer to resolve, and provide contact details. A well-handled complaint can impress future readers more than the negative review harms.