Reviews are a double-edged sword for businesses. While they increase visibility, and credibility, online, they can also be used against you - and one bad review can haunt a brand for years. Here are some tips on dealing with negative comments.
For public relations practitioners, every "crisis" is an opportunity, so is every negative review. When a customer engages with your business online, they are reaching out to communicate with you in a public sphere visible to everyone. In the new media landscape, humanizing your brand with a personalized reply provides an opportunity to be perceived as humorous, humble, sincere, reasonable or any desired adjective under the sun!
It’s f inally dawned on me why so many hyperlocal businesses hate Yelp and are so afraid of review sites in general. There was massive backlash against the new site Peeple , which was originally marketed as a “Yelp for individuals."