How you respond to online reviews can make or break your brand’s reputation, customer trust, and loyalty.

BY MICHAEL PODOLSKY, CO-FOUNDER & CEO PISSEDCONSUMER.COM @M_PODOLSKY

[Photo: Getty Images]

Businesses that don’t take online reviews seriously will increasingly find themselves in the shadow of those that do. As our recent online reviews report shows, 89 percent of people say their shopping choices are influenced by negative reviews. Customers have become accustomed to an attentiveness that only a well-executed online review management strategy can provide. How you respond to these reviews will paint a picture that many will judge your brand by.

Neglecting reviews exposes your brand to the risk of falling behind the competition. But also, failing to address issues that online reviews expose can cause reputational damage and even lead to high-profile lawsuits, as evidenced in this case with one well-known brand.

Why responding to online reviews is crucial........

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