Why It’s Important to Respond to Positive and Negative Reviews

A graphic of reviews coming off of a computer screen in El Paso.

Reviews are a great way for your customers to share their experience with your company. These reviews can encourage new customers to choose your services, and can also provide valuable criticism that can help you tailor your services to better fit the needs of your market.

Unfortunately, not all reviews will be positive. So, what should you do if you receive a negative review? Although your first instinct may be to get rid of the comment or ignore it, it is best to respond to the review. If you need assistance with online reputation management, AGI Marketing is here to help. Contact us online or call (888) 269-5449 today.

Benefits of Responding to All Reviews

When a customer leaves a review of your services, whether it is positive or negative, responding in a prompt, constructive manner is key. Some of the benefits of responding to both positive and negative reviews include:

Great opportunity to communicate with your customers. Communication opens doors to more sales and use of your services. You’re also communicating with potential customers, who are reading the reviews and responses, and this helps them make better buying decisions. And when they’re impressed with how you respond to both positive and negative reviews, they’ll more likely shop with you.

Reviews can be a deciding factor for potential customers. Seeing many reviews with responses helps customers make better-informed buying decisions. Consumers rely heavily on reviews when deciding whether to patronize your business.

Responses are a growing expectation. More and more, consumers actually expect businesses to respond to reviews. This communication back to the customer who has left a review demonstrates to potential customers that your business has open lines of communication, and therefore, customers can infer that working with you will be a smooth and pleasant experience.

Encourages positive customer relationships. Responses to reviews also enable and facilitate good customer relationships, thus improving and increasing the frequency and magnitude of use of your products and services.

Responding can put the conversation on a positive path. When negative reviews are responded to, the business owner can refocus the conversation in a more positive direction. This helps not only the person leaving the review but also potential new customers make better buying decisions. And the manner in which you respond can make a substantial difference in your bottom line.

Responding to all your reviews can actually increase your star-rating. How? As people see your responses, they are more likely to leave positive reviews themselves, thus increasing your scores!

Responding to reviews may also benefit your SEO rankings. As you integrate your keywords in your responses (when natural and appropriate), this may be picked up by the ranking aggregators and bots, thus having a positive impact on your page rankings!

Contact AGI Marketing for ORM Services Today

Effectively managing your company’s online reputation can take a lot of time and knowledge. Luckily, the professionals at AGI Marketing are here to assist you. We know how much work it takes to run a successful business, and we’re here to help lighten the load, as well as propel your business forward. To learn more, call (888) 269-5449.

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Blue Circle


Born and raised in Senegal, West Africa, my love for diverse cultures and adventure led me to the U.S. 16 years ago. From kickstarting my college journey at Harrisburg Community College in Pennsylvania to earning my Bachelor’s in Communication Studies with a minor in Public Relations and a Master’s in Marketing Intelligence at Towson University in Maryland, it’s been a fun ride!

Now, picture this: an avid chatterbox with an outgoing personality – that’s me! AGI turned out to be the perfect match, where I blend my creativity with strategic expertise, crafting campaigns that contribute to the success of diverse industries. It’s not just about elevating one business; it’s about orchestrating success across various fields.

Blue Circle


After growing up in the Finger Lakes region of upstate NY (Garbage Plate region) and being an artsy athlete at school, I went to college for Graphic Design and to play lacrosse. After graduating from RIT I’ve moved everywhere – Oklahoma, Texas, Cali, Nevada, and back home to New York. I’ve always loved exploring new places, but the Finger Lakes is where I want to settle down – there is truly no place like it. 

Working in digital marketing gives you that new place mindset – it’s always changing, and I’ve loved this job because of that. I love celebrating the wins with employees and client success.

Blue Circle


I spent half of my childhood growing up in Nashville and the second half in Chicago. Right out of high school, I joined the Army where I learned a lot about growth. I got out of the Army in 1997 and started my own company that became AGI Marketing. We began as a graphics and vehicle wrap company, but as I saw the world start to shift to digital and the need to be online, we transformed into a digital agency. 

We have grown considerably since that shift. I am obsessed with growth – for my staff, family, the company, and myself, and we love being able to help businesses grow. Outside of the office, I have five children, three grandchildren, and a wonderful wife. I am very involved in my Christian church and enjoy traveling!

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