What is review management and does a small business need it?

Short answer

Review management is the ongoing practice of monitoring, responding to, and generating customer reviews across platforms. For a local small business, it's one of the highest-return marketing activities there is — reviews directly drive whether people choose you.

What it covers

• Watching for new reviews across Google and beyond.
• Responding promptly and on-brand to every one.
• Consistently asking happy customers for honest reviews.

You don't need enterprise software to do it, but you do need a system — because "when I get around to it" means reviews go unanswered. Even a simple, automated routine beats leaving your reputation to chance.