Occasionally I like to read something from the business world and see what applicability it might have for librarianship. Hence, this.
The first 90 or so pages introduce online review sites and who posts to them and why. The rest of the book discusses what you can learn from reviews of your business and those of your competitors.
In a nutshell:
Have a passion for what you do. What are your business’s goals, mission, and vision? Make sure they are clear to you, your staff, and your customers. Work every day to fulfill them. Do online reviews of your business address them? Are you meeting these goals? Are there services for which your customers are asking that you have missed providing? What do your customers want that no one is providing? Can your business step in and fill this gap?
When you do read reviews of your business, sincerely and specifically thank customers who write a good review. Respond to those who write bad reviews. Apologize. Invite them to converse in person or on the phone to see what you can do to make it right and to give them a better experience next time.