Practice
Review management
Review management is the operational process of monitoring, responding to, and learning from reviews across every platform a business appears on.
The operational shape is simple and consistently under-done: an alert when a review lands, a named person responsible for a reply, a standard for tone, and a monthly read of themes.
The value compounds through the last step. Individual replies protect reputation; the theme review is what actually reduces the number of negative reviews.
In practice
Assign one owner, set a same-day rule for negatives, and read the last month's reviews as a batch once a month looking for the repeating complaint.
Common questions
- Should we use a tool or reply manually?
- Manually is fine at low volume. Once you are on three or more platforms, the monitoring is the part that fails first, not the writing.