By MiriamEllis

Posted by MiriamEllis

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I’ve advocated the use of Google’s owner response review feature since it first rolled out in 2010. This vital vehicle defends brand reputation and revenue, offering companies a means of transforming dissatisfied consumers into satisfied ones, supporting retention so that less has to be spent on new customer acquisition. I consider review responses to be a core customer service responsibility. Yet, eight years into the existence of this feature, marketing forums are still filled with entry-level questions like:

  • Should I respond to reviews?
  • Should I respond to positive reviews?
  • How should I respond to negative reviews?

Over the years, I’ve seen >> READ MORE <<

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