Customer reviews (Trustpilot, Google, Yelp, industry-specific platforms, app stores) reveal patterns most businesses don't see internally. Reading them weekly is high-leverage — surfaces issues before they become crises, identifies improvements, reveals what customers actually value.
What to look for
Patterns across multiple reviews. Specific complaints (not just star ratings). What customers explicitly value. Comparison to competitors. Tone shifts over time.
How to respond
Respond to most reviews (positive and negative). Address specific complaints in negative reviews professionally. Don't argue. Use feedback to improve product or service.
Most small businesses ignore reviews after a launch period. The few who consistently read and act on them produce better products. Weekly 30-minute habit.