A Bad Review Is Forever: How to Counter Online Complaints

The reality of the world we live in.  Ratings management is the new brand management

Mr. Gruel’s extreme approach to bad reviews may sound like overkill. But studies show that consumers overwhelmingly choose businesses based mainly on star ratings. Even a decline of one star, on a scale from one to five, can hurt revenue and send a business into a slide.

Source: A Bad Review Is Forever: How to Counter Online Complaints – The New York Times

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