Episode #11

Is perfection possible? Should it be the goal? Hear why chasing only 5 star reviews can backfire.

TRANSCRIPT:

Paul: Welcome to the Feedback Hack, where we dissect the world of customer reviews and feedback to help businesses navigate the choppy waters of customer satisfaction. I’m Paul, your host.

Jason: And I’m Jason. Today, we’re diving into the myth of the perfect customer experience and why a 5-star rating isn’t always a good thing.

Paul: That’s right, Jason. It’s a bit of a paradox, isn’t it? We all strive for perfection, but when it comes to customer reviews, is it even possible to achieve that mythical 5-star rating without some hiccups along the way?

Jason: Absolutely. In fact, we’ll be exploring why chasing only 5-star reviews can actually backfire and what businesses can do to build a more authentic and credible reputation.

Paul: So, let’s get into the main discussion. Why do you think some businesses are so focused on getting only 5-star reviews?

Jason: Well, it’s all about perception, Paul. In today’s digital age, online reviews are often the first impression a potential customer has of a business. So, it’s understandable that businesses want to put their best foot forward and show that they’re perfect in the eyes of their customers.

Paul: But, as we’ll discuss, that pursuit of perfection can be problematic. So, let’s talk about why chasing only 5-star reviews can backfire.

Jason: Sure. For starters, it can create an unrealistic expectation for customers. No business is perfect, and when customers see only 5-star reviews, they may start to wonder if something is being hidden or if the reviews are fake. This can actually lead to a loss of trust.

Paul: And that’s not all. Chasing only 5-star reviews can also discourage honest, useful feedback. Customers may feel like they need to give a glowing review to be heard, rather than providing constructive criticism that can help the business improve.

Jason: Exactly. And that’s where the value of mixed reviews comes in. When a business has a mix of 4-star, 3-star, and even some lower reviews, it shows that they’re not afraid to embrace honest feedback and that they’re willing to listen and improve.

Paul: And that’s what we’ll be talking about next. The importance of encouraging honest, useful feedback over inflated praise.

Jason: Absolutely. Because, in the end, the best reputation is an authentic one, not a perfect one.

Paul: Before we wrap up, we’ve got a data drop for you. Did you know that according to recent studies, businesses with an average rating of 4.2 to 4.7 stars are perceived as more authentic and trustworthy than those with all 5-star reviews?

Jason: That’s right. It’s all about balance. Too much perfection can actually be a red flag for customers.

Paul: So, there you have it. The best reputation is an authentic one, not a perfect one. When businesses embrace honest feedback and strive for continuous improvement, they can build a more credible and trustworthy brand.

Jason: And that’s the Feedback Hack. Thanks for joining us today, and we’ll see you next time.

Paul: Take care, and remember: It’s not about being perfect, it’s about being authentic.

Drive more customer feedback and grow your brand with Reviews UP — the all-in-one business review software and experience platform designed to help companies elevate their online reputation. Whether you're a small business or an enterprise, our system makes it easy to collect & manage business reviews. Follow: Youtube. Facebook & LinkedIn.

Episode #10

Stop horsing around with your reputation. Learn how to turn customer feedback into a powerful tool for success.

The Good, The Bad, and The Feedback Podcast

TRANSCRIPT:

Paul: Welcome to the Feedback Hack, where we explore the art of customer feedback and turn it into a powerful tool for growth and success. I’m your host, Paul, joined by my co-host, Jason.

Jason: Hey everyone, it’s great to be back for another episode. Today, we’re diving into the good, the bad, and the feedback, with a pun inspired by classic Western movies.

Paul: That’s right, Jason. We’ll be discussing the full spectrum of customer opinions and how to sort through the noise to find valuable insights. So, let’s ride into the world of customer feedback and see what treasures we can uncover!

Jason: First things first, Paul. Not all feedback is created equal, and not all needs a fix. It’s essential to distinguish between constructive feedback and noise or trolling.

Paul: Absolutely, Jason. When we receive feedback, we need to consider the source and the intent behind it. Constructive feedback can help us improve our products or services, while noise or trolling can waste our time and energy.

Jason: That’s a great point, Paul. And it’s crucial to respond with empathy, rather than defensiveness. When a customer shares their opinion, even if it’s negative, we should listen and try to understand their perspective.

Paul: Right. We should acknowledge their feelings and show that we’re listening and taking their feedback seriously. This can help de-escalate the situation and turn a negative experience into a positive one.

Jason: And that brings us to our next point, Paul. Building internal processes for review triage can help us manage the flood of customer opinions effectively. This includes assigning the right team members to handle specific types of feedback and setting clear guidelines for how to respond.

Paul: Absolutely. We don’t want to be overwhelmed by the sheer volume of feedback, and we don’t want to waste time and resources on responding to irrelevant or unfair reviews. By having a clear process in place, we can ensure that we’re focusing on the most important feedback and addressing it in a timely and effective manner.

Jason: Speaking of irrelevant or unfair reviews, we have a case study for you, Paul. We’ll be discussing a business that got flooded with these types of reviews and how they managed expectations and turned the situation around.

Paul: I’m excited to dive into that case study, Jason. It sounds like a fascinating example of how to handle a tough situation and come out on top.

Jason: So, what’s the takeaway for our listeners, Paul? How can they build resilience and response frameworks to handle customer feedback?

Paul: Well, Jason, the key is to not take every review personally. Instead, we should approach customer feedback with a growth mindset, focusing on the opportunity for improvement and learning from the experience.

Jason: I couldn’t agree more, Paul. By building resilience and response frameworks, we can turn every piece of customer feedback into a valuable lesson and a chance to grow and improve.

Paul: And that’s what the Feedba

Drive more customer feedback and grow your brand with Reviews UP — the all-in-one business review software and experience platform designed to help companies elevate their online reputation. Whether you're a small business or an enterprise, our system makes it easy to collect & manage business reviews. Follow: Youtube. Facebook & LinkedIn.

Episode #9

How Reviews UP reputation management software comparison stacks up against Birdeye and Podium.

Script:

Olivia:
Hey everyone! Welcome to a special intern edition of the Feedback Hack — the podcast where we talk all things reputation, reviews, and how to grow your brand the smart way. I’m Olivia…

Lou:
…And I’m Lou! Today we’re diving into how Reviews Up stacks up against some of the big names out there — Birdeye and Podium.

Olivia:
Exactly. You’ve probably heard of all three if you’ve been exploring ways to boost your online reviews. So let’s get into it. First up — pricing.

Lou:
If you’re watching your budget — Reviews Up is where it’s at. They offer budget-friendly, transparent pricing, compared to Birdeye, which sits in that mid to high range, and Podium, which charges even higher pricing tiers.

Olivia:
Yeah, no hidden fees, no sticker shock. You just get what you pay for — and it’s clear from the start. Now, when it comes to platform focus, Reviews Up has a strong, laser focus on — what else? — reviews and reputation.

Lou:
Meanwhile, Birdeye and Podium are spreading their focus broader — beyond just reputation management. That can be good if you want a lot of extras, but it also means… reviews aren’t always their top priority.

Olivia:
Right. And if you’re looking for the best value? Reviews Up is again a standout — affordable and packed with all the tools you actually need. Birdeye is loaded with features too, but honestly? It can get pricey. And Podium — it’s great — but only if you’re willing to pay for it.

Lou:
Let’s talk about usability. Reviews Up has a clean, simple, intuitive interface — no learning curve. You hop in, you know what you’re doing. Birdeye? Tons of features, but it can feel overwhelming. And Podium — while polished — can get cluttered with too many options.

Olivia:
Now, reviews are the heart of it all, right? Reviews Up gives you both public, and private review management for both customers and employees — which is huge for getting real feedback you can act on. Birdeye offers private but no employee, but Podium? Only public reviews.

Lou:
You also can’t ignore the mascot battle. Reviews Up has UPZY — that friendly green troll who actually helps guide you around. Birdeye’s mascot is… fun but not really part of the experience. Podium? Eh, just a generic bot.

Olivia:
(Laughs) UPZY wins, hands down. And speaking of real people — Reviews Up uses real human support, not just AI. Birdeye mixes AI and human channels, and Podium’s omnichannel approach can feel quick but less personal.

Lou:
Last but not least — support quality. Reviews Up is highly rated for personal support. Birdeye’s support quality actually depends on what plan you buy, and Podium? Fast, but not super personalized.

Olivia:
So to wrap it up — if you want a budget-friendly, easy-to-use, review-focused experience platform with real human support — Reviews Up really stands out against the competition.

Lou:
Couldn’t have said it better. Thanks for hanging out with us today! If you’re ready to level up yo

Drive more customer feedback and grow your brand with Reviews UP — the all-in-one business review software and experience platform designed to help companies elevate their online reputation. Whether you're a small business or an enterprise, our system makes it easy to collect & manage business reviews. Follow: Youtube. Facebook & LinkedIn.

Episode #8

How to promote your reputation to bring in even more business.

TRANSCRIPT:

Paul:
Hey there, and welcome back to Feedback Hack—the podcast where we turn customer feedback into business gold. I’m Paul.

Jason:
And I’m Jason. Today’s episode is all about something we like to call the humble brag hack—how to take your great business reputation and actually promote it to bring in even more business.

Paul:
Exactly. Because one of the best perks of having a solid reputation is—you guessed it—you get to brag a little. And when you do it right, it builds trust, boosts visibility, and helps you convert more customers.

Jason:
Let’s start with a simple and effective move—sharing reviews on social media. There are tools out there now that can automatically turn a glowing review into a polished, branded post—literally with one click.

Paul:
Yeah, it’s a total time-saver. Imagine a five-star review showing up as a clean, eye-catching graphic with your logo, the customer’s quote, and maybe even a call-to-action. It’s powerful content and social proof all in one.

Jason:
And it works. People scrolling through their feeds trust what other people say about your business way more than what you say in an ad. So sharing those happy moments builds credibility—fast.

Paul:
Now, your website is another great place to shine. But we’re not talking about a dusty old testimonials page anymore.

Jason:
Nope. You want to tactfully feature reviews throughout your site—on your homepage, product pages, and even as part of review summaries. Seeing great feedback right when people are thinking about buying? That’s conversion gold.

Paul:
Plus, all that content adds organic relevance for search engines. So not only do reviews build confidence, they help boost your search rankings too.

Jason:
Now let’s take it beyond the web—into traditional media. Reviews don’t have to stay online. You can use them in TV ads, streaming commercials, and even radio spots.

Paul:
That’s a smart move. Hearing a real customer say something like, “This business totally exceeded my expectations,” in a commercial hits different. It’s authentic, and it builds trust way faster than a scripted sales pitch.

Jason:
And don’t forget in-store displays. If you’ve got screens or monitors in your physical location, why not loop your best reviews? It’s a subtle nudge that gives shoppers more confidence right near the point of purchase.

Paul:
Exactly—it’s like having real-time reassurance from other customers. Super effective, especially in retail and hospitality settings.

Jason:
So here’s the hack: when you’ve got a shiny, five-star reputation—don’t hide it. Use tools that help you share it everywhere—social, website, ads, in-store. Let your happy customers do the marketing for you.

Paul:
Because when people see others having a great experience, they believe they’ll get the same. That’s the magic of social proof.

Ja

Drive more customer feedback and grow your brand with Reviews UP — the all-in-one business review software and experience platform designed to help companies elevate their online reputation. Whether you're a small business or an enterprise, our system makes it easy to collect & manage business reviews. Follow: Youtube. Facebook & LinkedIn.

Episode #7

Automating Your Review Response hack using a Smart Response, Managed Response, or AI Response.

TRANSCRIPT:

Jason:
Hey everyone, welcome back to Feedback Hack! I’m Jason.

Paul:
And I’m Paul. And today—we’re talking about something that a lot of businesses overlook… responding to customer reviews.

Jason:
That’s right. Getting reviews is only half the battle—responding to them is where the real relationship-building happens.

Paul:
Exactly. When customers take the time to leave a review, whether it’s glowing or a little rough around the edges, responding in a timely and thoughtful way shows that you care. It builds trust. It keeps your business relevant. And it turns even negative experiences into opportunities.  So go out and Automating Your Review Response today.

Jason:
And here’s the good news: reputation management tools have come a long way. Responding to reviews doesn’t have to be a time-sucking task anymore.

Paul:
Yeah—there are tools out there now that help you respond quickly, professionally, and on-brand. One of the smartest moves you can make is using AI-assisted tools like Smart Response, Managed Response, or AI Response to keep things consistent and thoughtful.

Jason:
Let’s break those down real quick. Smart Response tools help you analyze the sentiment in a review—was the customer happy? Frustrated? Mention a specific employee? Then it offers you suggested replies that match that tone and context.

Paul:
Exactly. So, if someone says, “Shoutout to Sarah for helping me find the perfect shoes!”—Smart Response will give you something like, “We’re so glad Sarah made your day! We’ll be sure to share this with her.” It’s quick, relevant, and personal.

Jason:
Now, Managed Response is great if you want someone else—like your marketing team or a third-party service—to step in and actually handle those replies for you. It’s more hands-off, but still keeps your brand voice intact.

Paul:
And then there’s AI Response. This is where things get super efficient. AI tools can help craft responses that match your brand’s tone, keep a consistent length, and even use your preferred voice—whether that’s friendly and fun or professional and polished.

Jason:
It’s like having a virtual assistant who knows your business inside and out. Plus, these tools can adapt responses based on customer sentiment, specific staff that were mentioned, products used—all of it.

Paul:
And timing matters too. Don’t wait days or weeks to respond. Fast responses show your business is active and listening. It makes a big impression, especially on potential customers reading through reviews before making a decision.

Jason:
And remember—it’s not just about damage control for negative reviews. Responding to positive reviews helps you reinforce the good experiences and create loyal customers.

Paul:
Here’s a little pro tip too: create a few go-to templates for common scenarios—then let AI or Smart Response tools personalize them. That way you stay fast and tho

Drive more customer feedback and grow your brand with Reviews UP — the all-in-one business review software and experience platform designed to help companies elevate their online reputation. Whether you're a small business or an enterprise, our system makes it easy to collect & manage business reviews. Follow: Youtube. Facebook & LinkedIn.

Episode #6

How to gather better customer feedback using a variety of reputation touchpoints.

TRANSCRIPT:

Jason:
Hey everyone, welcome back to another episode of Feedback Hack. I’m Jason.

Paul:
And I’m Paul. Today, we’re diving into a topic that every business—big or small—needs to hear: how to gather better customer feedback using a variety of touchpoints.

Jason:
Yeah, this is one of those areas where being creative and accessible really pays off. It’s not just about asking for reviews anymore—it’s about how and where you ask.

Paul:
Exactly. Let’s start with some of the newer tech that’s making waves—like QR codes. You slap a QR code on your business card, on your checkout counter, or even on a thank-you note, and boom—customers can leave a review or provide private feedback in seconds.

Jason:
Right. People are used to scanning QR codes now, especially since the pandemic normalized it. They’re frictionless, fast, and can be placed anywhere. And speaking of easy tech, how about NFC tap cards?

Paul:
Oh yeah. I love these. With NFC, a customer just taps their phone on a card or desktop sign, and it opens a feedback form, review page, or even a direct message channel. No typing. No searching. Just tap and go.

Jason:
That “tap and done” experience is so smooth, especially in retail or service-based businesses where time is everything. But it’s important not to forget the tried-and-true methods too—like text messaging and email.

Paul:
Totally agree. Sometimes people prefer the old ways. A quick follow-up text saying, “Hey, thanks for visiting—mind leaving us a quick review?” can work wonders. Email, too—it’s still one of the most effective channels if done right, especially for long-form feedback.

Jason:
And let’s not overlook the review or comment sections directly on your website. That’s a powerful tool. People are already there browsing or buying—why not make it easy for them to share their thoughts right on-site?

Paul:
Absolutely. But here’s the key: don’t rely on just one or two touchpoints. The most effective strategy is using all of them—throughout the customer journey.

Jason:
Yeah—think of it like a feedback ecosystem. Some people like tapping with their phones, some prefer clicking a link in an email, and others want to scan a QR code on the go. Give them options.

Paul:
Exactly. You want feedback to be as easy and natural as possible—at every stage: right after purchase, after delivery, or even after a support interaction. When you use multiple touchpoints, you’re meeting people where they’re comfortable.

Jason:
And here’s the bonus: the more varied your touchpoints, the higher your response rate. It’s not just about collecting more feedback—it’s about collecting better feedback.

Paul:
So whether it’s a QR code on a receipt, an NFC card on your desk, or a follow-up text or email, the message is clear: make it easy, make it everywhere, and let the customer cho

Drive more customer feedback and grow your brand with Reviews UP — the all-in-one business review software and experience platform designed to help companies elevate their online reputation. Whether you're a small business or an enterprise, our system makes it easy to collect & manage business reviews. Follow: Youtube. Facebook & LinkedIn.

Episode #5

Why you need an open review channel – Not just Google, Yelp or Facebook! Why establishing low friction avenues for feedback fosters more engagement and valuable insight.

TRANSCRIPT:

Jason:
Hey everyone — welcome back to The Feedback Hack. I’m Jason.

Paul:
And I’m Paul. Today we’re talking about something every business needs to think about — giving people more than just Google as a place to leave reviews.

Jason:
Yeah — we all know Google reviews are important. But here’s the thing — not everybody has a Google account. And some people just aren’t comfortable leaving a review there.

Paul:
Exactly. That’s why smart businesses are setting up an open review channel — a space where anyone can leave feedback, no login required.

Jason:
It makes it way more inclusive. No hoops. No friction. Just a clean, easy page where people can share their experience.

Paul:
And the bonus? If you work with a good review partner — they’ll help you manage that page, collect those reviews, and even stream them back to your website for social proof.

Jason:
Right — because not every review needs to live on Google to have value. Reviews on your own open platform still build trust. They still tell your story.

Paul:
And let’s be real — when people see a business that’s willing to collect all feedback, not just cherry-picked stuff on one platform — that says a lot about your transparency.

Jason:
Absolutely. It’s about meeting people where they are — not forcing them through one narrow path.

Paul:
So here’s the hack: Partner with a platform that gives you an open review channel. Let people share their voice easily. Build trust everywhere — not just on Google.

Drive more customer feedback and grow your brand with Reviews UP — the all-in-one business review software and experience platform designed to help companies elevate their online reputation. Whether you're a small business or an enterprise, our system makes it easy to collect & manage business reviews. Follow: Youtube. Facebook & LinkedIn.

Episode #4

This is a super simple tip for using your email signatures for getting more reviews. We’ll explore the strategies for crafting compelling yet unobtrusive brand building signature requests.

TRANSCRIPT:

Jason:
Hey, what’s up everybody — welcome back to The Feedback Hack. I’m Jason.

Paul:
And I’m Paul — and today’s tip is super simple but so overlooked: using your email signature to collect reviews passively every single day.

Jason:
Yeah — think about how many emails you send in a week. Customer support, sales, scheduling — it adds up fast.

Paul:
And all those emails are little touchpoints where people are already talking to you. They trust you. They like you. It’s the perfect time to casually invite them to leave a review.

Jason:
Exactly. And it doesn’t have to be pushy at all. It’s as easy as adding a line to your email signature like:
“Enjoying your experience? We’d love your feedback — Leave us a quick review here.”
And then link it directly to your review page.

Paul:
Totally. It’s soft. It’s friendly. And it’s always working in the background without you lifting a finger.

Jason:
And the best part? It doesn’t just get reviews — it sets a tone. It shows you care about feedback and that you’re always listening.

Paul:
Yep — and for small businesses especially, this little move compounds over time. One extra review here… one there… suddenly your online reputation looks way stronger.

Jason:
So here’s the action step: Go update your email signature today. Add the line. Add the link. Set it and forget it.

Paul:
That’s the Feedback Hack.

Jason:
Alright — quick win today by using email signatures for getting more reviews. We’ll catch you next time for more ways to turn everyday moments into reputation builders — here on The Feedback Hack.

Drive more customer feedback and grow your brand with Reviews UP — the all-in-one business review software and experience platform designed to help companies elevate their online reputation. Whether you're a small business or an enterprise, our system makes it easy to collect & manage business reviews. Follow: Youtube. Facebook & LinkedIn.

Episode #3

Revising reviews is a great hack to help unhappy customers revise their bad reviews in just one click.

TRANSCRIPTS

Jason:
Hey everybody — welcome back to The Feedback Hack. I’m Jason.

Paul:
And I’m Paul. And today we’re talking about one of the smartest — and honestly easiest — moves a business can make: helping unhappy customers revise their bad reviews in just one click.

Jason:
Yeah — this is like review judo. Somebody leaves you a rough one-star review after a bad experience… but then you fix the problem, right? The only missing piece is — how do you get them to update that review?

Paul:
Exactly. Most people don’t even think to go back and edit a review — even if their experience totally turned around.

Jason:
Right. But now, businesses can send a direct link that opens their original review, ready to update — no hunting around, no friction.

Paul:
It’s like saying, “Hey, we really appreciate you giving us a chance to make it right. If you’d like to update your review, here’s a quick link — totally up to you.”

Jason:
It feels personal. It feels respectful. And most importantly — it makes it easy.

Paul:
And here’s the hack — platforms like Google love updated reviews. They get a little ranking boost. So not only are you earning back trust — you’re helping your online visibility.

Jason:
Yeah — this isn’t about gaming the system it’s just about Revising Reviews. It’s about closing the loop. Fix the issue, follow up with care, and give people a friction-free way to tell the rest of the story.

Paul:
Exactly. That’s the Feedback Hack.

Drive more customer feedback and grow your brand with Reviews UP — the all-in-one business review software and experience platform designed to help companies elevate their online reputation. Whether you're a small business or an enterprise, our system makes it easy to collect & manage business reviews. Follow: Youtube. Facebook & LinkedIn.

Episode #2

Where we’re going to turn the tables on negative feedback and show it who’s boss!

TRANSCRIPT:

Paul:
Welcome to another Feedback Hack, where we’re going to turn the tables on negative feedback and show it who’s boss!

Paul:
I’m Paul

Jason:
And I’m Jason

Paul:
So, let’s dive into the world of negative feedback and learn how to turn it into a positive experience for both you and your customer.

Paul:
Hey, Jason, I know you’re all about the response when it comes to negative feedback. Can you give us some insight on how to handle it?

Jason:
Absolutely, First and foremost, don’t take it personally. It’s just feedback, and it’s an opportunity to learn and grow. It’s like getting a free consultation from your customer!

Paul:
Love it! It’s definitely hard not to take things personally, but you have to. It’s like a superpower!

Jason:
Exactly, And what’s your go-to hack for handling a bad review?

Paul:
Well, you need a response strategy. There’s a lot of emotion tied to negative feedback, so if you have a strategy, you’re already ahead of the game. You just execute that strategy and let the magic happen!

Paul:
And Jason, what are the three key items that should be included in every strategy?

Jason:
Respond quickly, respond politely, and make sure your response is unique to the feedback provided. It’s like a three-step dance, and you’ve got to nail it!

Paul:
All great hacks, and this can all be made super easy if you use a reputation management tool or platform. There are so many available, and I feel they’re so important in executing your strategy successfully.

Jason: 150%
They work 24/7, and with AI now, they offer crazy insane personalization. Comment below and we would be glad to provide some of our favorite Reputation and Customer Experience solutions.

Paul:
Well, there you have it, folks. Some amazing hacks related to handling negative feedback the right way.

Jason:
Thanks for joining Responding To Negative Feedback, and stay tuned for our next hack!

Drive more customer feedback and grow your brand with Reviews UP — the all-in-one business review software and experience platform designed to help companies elevate their online reputation. Whether you're a small business or an enterprise, our system makes it easy to collect & manage business reviews. Follow: Youtube. Facebook & LinkedIn.