Last updated on March 27th, 2020 by Vinita Menon

If you’ve ever checked online reviews for other businesses, you can bet your current and prospective customers are doing the same for yours. A report published by Womply, which studied transactions and online review data for more than 38,000 retail businesses across the US, states that the number of reviews a business receives on sites like Yelp, TripAdvisor, and Google My Business, has a larger impact on revenue than their star rating on those sites. Businesses that averaged 82.5 reviews across all review sites earned 54% more in annual revenue than average. Those that went a step further and replied to at least half of their reviews earned more than $166,000 in annual revenue than businesses that didn’t reply to any! 

Review aggregator sites, like the ones mentioned above, are frequented by customers more often than you think and business pages on social media, especially Facebook, have given them a new avenue to candidly write about their experience with a product or service. With so many people actively writing and seeking reviews about your business, it’s time you gave your online reputation the attention it deserves. 

In this blog, we’ll explain why it is important to pay attention to your business’ online reviews, and how to do it. If you’re new to this, we’ve also included some templates that you can use to reach out to your customers and request reviews.

Claim Your Listings

Once you have your business up and running, claim your listings (it’s free!) on the major review sites. Here’s a primer on how to do that. It is especially important to claim and rectify the ones that have errors in your basic information –– name, address, and phone number. Once you claim your listing, you can add details like your website, location of your store, logo, photos, etc. Use a free scanner tool like this one to find all your online listings.

Respond to Reviews

Customers want to know that a business cares about their experience with your product or service and that you are open to receiving feedback. Yet 75% of retail businesses do not respond to their customers’ online reviews. This may not directly lead to a loss in revenue, but is a wasted opportunity to create lasting relationships that could potentially translate to more sales in the future. 

While it may be tempting to ignore negative reviews or address them over private messages with the customer, openly accepting the feedback and responding professionally may actually be beneficial to your brand image. If you are a small business receiving only a limited number of reviews, take advantage of it and respond to all of them personally. By not copy-pasting a generic reply that sounds like it’s coming from a bot, you’ll bring a personal feel to a customer interaction that your bigger competitors can’t.

Manage Negative Reviews

While it may be disheartening to receive even one bad review, it does not automatically spell doom for your business. Womply found that 19% of the reviews the average business received were negative. But interestingly, businesses that received 15-20% negative reviews earned 13% more in annual revenue than those with more favorable reviews! This may come down to the fact that people get suspicious of seeing only 5-star reviews for a brand because it makes it seem like the company has bought fake reviews or is actively removing the negative ones.

To spin a negative review into a positive interaction with your business, address the review on an open forum, reply professionally, and try to improve the customer’s experience with your product or service in the best way you can. It’s well worth the effort –– businesses that reply to more than 25% of their reviews earned 35% more revenue than average, and their ratings on review sites improved significantly. Fight the urge to get defensive and immediately reply to a negative review, as a lack of response may antagonize the customer even more. 

Use this helpful template to reply to a negative or mixed review:

Hey (customer’s first name)!

Thank you for taking the time to leave this review. At (your business name) we love hearing from our customers and use your feedback to improve our product(s)/service(s).

I am sorry to hear about (the complaint in the negative review). This is not the experience we wanted you to have with (your business name). I have reached out to our (concerned department) Team with your feedback and am working with them to fix this as soon as possible.

Please allow me (time – hours/days) to get back to you, and let’s find a way to make this right.

Thanks again,
(your name)

New Year’s Resolution: Get Your Business Online in 2020

Ask Customers for Reviews

Finding too few or no reviews on a business tells customers that it’s either just getting off the ground or that no one cares about it. If no one is reviewing your company, reach out to some of your best customers and ask them to help you out. The benefit to your brand is worth a few hundred bucks in gift cards or product discounts. 

To get you started, use one of these templates to personalize your messages to customers.

Template 1

Hey (customer’s first name),

I hope you are enjoying your recent purchase of the (product/service)!
I would really appreciate it if you would take the time to write about your experience with it, and leave an honest review for the product here (include hyperlink to website/review site/social media page where you want your reviews to appear). Your review will help us immensely in improving our product/service offering, and help other customers like you make an informed purchase decision.

Thank you!
(your name)

Template 2 

Hey (customer’s first name),

How has your experience with the (product/service) been so far?
Leave an honest review – good or bad! – on the page here (include hyperlink to website/review site/social media page) and we’ll send you a discount code that you can use to get x% off your next order! Feedback from customers like you help us immensely in improving our products/services.

Thank you!
(your name)

When reaching out to customers for reviews, email them from your very own professional domain-based email. Try Titan today and you can start sending out emails to your customers instantly!

To learn more about boosting your digital presence, check out our guide to getting your business online in 2020!

New call-to-action

  • Online Reviews
Originally published 4th January 2020 09:00:18pm, last updated on March 27th, 2020

Get more insight and tips for building your brand with business email.
Straight to your inbox.

More from Titan

Business Email

Small businesses need email. But not just any email, they need business email. Why? Because it's hard to look credible when your work email ends in or

Email Templates

If done right, email can be a small business's most impactful tool. Follow these email best practices and use these free email templates to power your business.


Regardless of what you do and where you do it, the online presence of your business needs to convey credibility.

Your Business

You know you need to get your business online, but it's overwhelming. Have no fear, Titan will guide you through everything you should and shouldn't do.

More from Titan

Business Email

Every professional outlet needs business email –– that's email with an address that matches their domain and a service that's secure and provides business-friendly features. With the never-ending deluge of spam, phishing, and other scams carried out over email, the world has grown weary of businesses that use and addresses. The Titan blog is committed to conveying the importance of business email. Check out these articles for a closer look at business email fundamentals and best practices.

Email Templates

How much time do you spend writing emails? Emails take up a lot of time for small business owners because they matter. One email might be the only chance you have to interact with a customer. But who has the time to craft the perfect email for every outreach? That's why the Titan blog has committed to providing our readers with the most useful email templates for their business. Whether you're looking to announce your new business, recruit talent, send a cold email to a prospect, or request a review, we've got you covered!


The seed for your new business has been planted and now that it's starting to sprout, you know you need to build it out online. But as a small business owner, you don't have a web developer and marketer to help you craft a professional digital presence. But don't fret. Building a professional image online is not nearly as hard or as pricey as it used to be. Check out these blogs to learn how your business can effectively and affordably level the playing field with its biggest competitors in the digital economy.

Your Business

Regardless of what you do and where you do it, the online presence of your business needs to convey credibility. The way you communicate with and present yourself to customers impacts every aspect of your business. But when it comes to establishing digital credibility, it's the small things, like a business email address, that often get overlooked. The Titan blog is here to help. Check out these blogs to learn how to effectively separate your business from the amateurism that plagues many small businesses online.

Get down to business with the professional email you deserve.

Get started for free