Online reviews and forums have made it much easier for people to communicate their experiences with products or places, which, for businesses, can be a blessing and a curse. Although reviews are a reliable mode of expanding brand awareness, one bad streak in online reviews could scare potential customers away. Management must act quickly and respond thoughtfully to customers in order to protect the company’s brand reputation, but also want to avoid appearing overly eager to please. It’s a delicate balance between satisfying an unhappy customer and standing up for the business you believe in. Continue reading “How to Rebuild Customer Trust After a Crisis”