Managing Feedback & Reviews – Sentiment Monitoring

Course Description

One of the most important factors in a customer’s decision making process is online reviews. What are other customers saying about your business, website, product or service? Online aggregators such as Google Reviews, TrustPilot, TripAdvisor, Yelp, Amazon and OpenTable, carry with them a tremendous amount of influence. So what do you do when you get a bad review from someone? This module teaches best practices on how to handle exactly that.

What You Will Learn

Many times, bad online reviews reflect a poor experience by the customer. They are legitimate experiences from the customer’s point of view. There are a set of DO’s and DON’Ts when it comes to how to handle a bad review, and even how to effectively manage it into a positive and responsive customer experience for others who may be reading about someone else’s negative experience. Learn how responsive you need to be, which channels to use, when to take it “offline”, and how to get the same negative customer to edit or amend their review with their new, positive experience, once you’ve made things right.

  • Best Practices in Managing Reviews
  • Creating a Schedule or Cadence
  • How to Leverage Positive Feedback
  • Sentiment Monitoring Scoring & Tools
  • Which Platforms to Use
  • Creating a Consistent Tone
  • How to Mitigate Negative Feedback
  • Competitive Monitoring


  • Online reviews can make or break a customer’s decision
  • 93% of buyers research product reviews before buying
  • Positive reviews increase consumer trust and can help your search engine ranking positioning 
  • 3.3 is the minimum star rating of a business consumers would engage with and only 13% of consumers will consider using a business that has a 1 or 2 star rating.
  • 94% say an online review has convinced them to avoid a business.


Any business or individual with a website that wishes to better manage their visible online reviews and improve overall online feedback and customer sentiment.

Nearly every product or service path to purchase begins with online research and reviews are critical to your success.

Retail, restaurants and food services, automotive, financial products, practitioners, and many more, depend on positive reviews across a number of platforms.

Your customers are looking for you. What are they going to find?

Prior Knowledge

This course on Managing Online Reviews requires no prior knowledge handling online feedback. If you are a beginner, this is a fundamentals course to help you get off the ground. 

If you are intermediate-to-expert level, you may still gain additional knowledge in areas such as sentiment monitoring scoring and tool sets, as well as competitive feedback monitoring.

Kevin O'Leary

Shark, Dragon, Entrepreneur

“Anything you can do to enhance the productivity of your marketing in the digital world is extremely valuable, and Mike has the credibility to do this.”

Student Feedback


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The eCommerce Training Video Library Program

Over 65 video modules in a go-at-your-own-pace format, providing end-to-end, guided visual instructions on how to improve your digital marketing and online business.

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Our goal is to provide bite-sized best practices guides and video modules that deliver hands-on, easy to understand, guided instructions on how to better market yourself or your business online.

Constantly Improved:

A program developed during the COVID-19 pandemic to meet our goal of helping as many people as possible who are looking for meaningful guidance and direction in eCommerce and digital marketing, and in making valuable connections.

Hyper-Relevant to You:

We have training modules designed for beginners, covering ground-up areas such as how to register a domain name and start a website, as well as intermediate and advanced programs on content marketing, search engine optimization, conversion, UX, analytics and more.

Everything you need to upgrade your eCommerce Skills.
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