5 Principles for responding to customer reviews

Understanding how to respond to online reviews is essential for businesses across all industries. Indeed, 89% of consumers read business responses to online reviews. How should manager responses differ for positive and negative reviews? How does manager response time impact online reputation? Should manager response times differ for positive and negative reviews? While some online platforms, like TripAdvisor, Yelp, and Google, offer managers general guidance on how to respond to online reviews, answering these questions has — until now — been far from easy. Read more…