Motivating satisfied customers to leave an online review is hard work. Especially, considering that angry customers are three times more likely to leave a review than those who had a positive experience. Making sure that all of your customer reviews are properly monitored and responded to isn’t easy and failing to respond to reviews can be costly. In fact, most business executives consider reputation damage as one of their highest concerns.
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*Michael Luca, Harvard Business School, 12/16
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