• shellytowns

    Andrew, great post but you forgot Angie’s List! Businesses can read and respond to reviews – they just need to create a free profile at business.angieslist.com. We encourage all businesses to comment to their reviews, especially the bad ones. Angie’s List members are smart consumers and you’re right, a negative review every once in a while can add to the legitimacy of the business’ overall rating. And let’s face it, there are some customers that will never be satisfied. a logical, level headed response from a business owner explaining their side of the story goes a long way.

  • http://www.localseoguide.com Andrew Shotland

    Guilty as charged Shelly!

  • http://www.marketing-ontheweb.com J.A.

    Good tips Andrew. See many customers who fail to respond, seemingly frozen in fear. A timely response is so important. Getting a response out quickly may stem a stream of additional posts.

  • http://www.localwebsearchresults.com Greg Newell

    How do you delete a review from Google? I don’t think this is possible as indicated in your chart. You can respond…but not delete. I could be wrong, wouldn’t be the first time.

  • http://blog.customerlobby.com/ Kevin

    The R.J. Hidson response was very candid. I feel like I know him. And I like him. You can’t achieve that kind of affinity with marketing copy. And unlike ads, people actually seek out and read negative reviews.

  • http://paprikamarketing.co.uk Alison Wren

    Great post, Andrew – review management is going to become more and more important as part of online strategy. It’s a hot topic for hotels, B&Bs etc complaining about Tripadvisor, but it’s much more effective to have a plan to manage negative reviews (and encourage positive ones). Review sites aren’t going away, so businesses have to learn to deal with them.

  • rolanda

    Its best to allow consumers to take control of the conversation good or bad. Also, you should work to massage perceptions and nudge the conversation in the right direction.
    Becareful not to be tempted into heated debates or attacks.

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