Here Cheryl Conner and Jonathan Sprinkles explain, that regardless the industry every business experiences a customer that is dissatisfied with the product or service. Furthermore, once a negative review or opinion has been posted it is valid regardless of its accuracy. When 75% of buying decisions are based upon reviews its crucial that companies recognize the overwhelming power a negative review can have and also, how easily technology has made it to communicate a bad experience. Connor and Sprinkles go on to explain the approaches, companies can take when trying to turning negative experiences around.
Read the full article at forbes.com.