---
title: Review Management and Reputation — RGM Training
url: https://realgrowthmatters.com/training/local-seo-listings/review-management-and-reputation/
updated: 2026-06-10
source_html: https://realgrowthmatters.com/training/local-seo-listings/review-management-and-reputation/
---

[Home](../../../index.html) › [Training](../../index.html) › [Local SEO & Listings](../index.html) › Review Management and Reputation

RGM° · Training

# Review Management and Reputation

Reviews drive 10-30% conversion lift. Generation, response, monitoring.

### What you will learn

1. [Why it matters](#why)
2. [Review generation](#generation)
3. [Response strategy](#response)
4. [Monitoring](#monitoring)
5. [Advanced playbook](#advanced)
6. [Common mistakes](#mistakes)
7. [Checklist](#checklist)

## Why it matters

Reviews drive 10–30% conversion lift and significantly affect Local Pack rankings. Active review management is a discipline; passive accumulation underperforms.

## Review generation

- Post-purchase / post-service email
- SMS asks for permission-given customers
- In-person ask at moment of value
- QR codes on receipts / packaging
- Email signature with review link
- Customer service follow-up
- NEVER incentivize (policy violation)

## Response strategy

- Respond to all reviews within 24h
- Negative reviews especially urgent
- Personalized not template
- Offer to take offline for issues
- Public acknowledgment
- Update review when issue resolved

## Monitoring

- Daily review monitoring
- Platform tools (AppFollow, BirdEye, Yelp Business)
- Sentiment analysis
- Trending issue detection
- Cross-platform aggregation
- Quarterly review trend review

## Advanced playbook

- Daily review monitoring.
- 24-hour response SLA.
- Multi-platform ask program.
- Cross-platform aggregation.
- Negative review escalation.
- Product feedback loop.
- Quarterly trend review.
- Annual review strategy.
- Industry benchmark monitoring.
- Cross-functional ownership.

## Common mistakes

- Reviews not actively solicited.
- 24h response SLA missing.
- Negative reviews ignored.
- Template responses.
- Product feedback loop broken.
- Cross-platform aggregation absent.
- Industry benchmark not monitored.
- Annual review strategy skipped.
- Cross-functional ownership unclear.
- Incentivized reviews (policy violation).

## Checklist

- Daily review monitoring
- 24-hour response SLA
- Multi-platform ask program
- Cross-platform aggregation
- Negative review escalation
- Product feedback loop
- Quarterly trend review
- Annual review strategy
- Industry benchmark monitoring
- Cross-functional ownership

## Sources and further reading

- BrightLocal Local Consumer Review Survey
- BirdEye review research
- Yotpo review platform
- Yelp Business documentation
- Google Business Profile review guidelines
- RGM Customer Advocacy review module
- Joy Hawkins review research
- Spiegel Research Center review studies
- Marketing Brew review coverage
- Power Reviews research
- Bazaarvoice review research
- RGM ASO ratings module

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Part of the [Local SEO & Listings](../index.html) series.