Why Your Response To Reviews Matters So Much

By Evan Nierman, founder & CEO of Red Banyan, an international crisis communications firm, and author of Amazon bestseller Crisis Averted.

Reviews can make or break a business, but whether the effect is good or bad hinges on how the business owner reacts. Learning to navigate a complex maze of positive and negative comments can be tricky business. Say the wrong thing and your problems get worse. But finesse a difficult situation with the right words in the right tone and you might hit a home run with winning results.

In a world fueled by the real-time impacts of social media, online reviews have become the

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