How to Respond to Negative and Positive Online Reviews

Although the reviewer may not return to read your community’s response, there are other benefits to responding to reviews. But your approach can have a profound effect on the community’s bottom line.

Because teams tend to focus on damage control when it comes to negative reviews, responding to positive reviews are often sidelined. After all, responding to positive feedback is often sidelined as many times the focus is on damage control for negative reviews. How many times has an ecstatic review gone viral?

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