How to Respond to a +/- Online Customer Review?

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Having some framework or guideline on how to respond to online reviews is important for businesses across industries, since approximately 89% of consumers tend to read/consult online reviews. - How should a or customer services rep respond to positive and negative reviews? - How does the response time impact the of the company? - Should the response time be different for positive and negative reviews? By analyzing lots of online reviews, Kerry et al. offer 5 principles for responding to customer reviews:

• ADDRESS A POSITIVE ONLINE REVIEW BY PROVIDING A GENERIC, SHORT RESPONSE. Based on a study, it was found that managers need to careful even with the positive reviews. A simple "Thank you" has only a small impact, and a more customized response is quickly perceived as promotional and thus disingenuous, which may negatively affect following reviews.
• DELAY RESPONSES FOR POSITIVE REVIEWS. Managers should delay their responses to positive reviews, till the time t (...) Read more? Sign up for free 7-6-2020
  

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