This photo shows an online review of a restaurant on a screen Thursday, July 5, 2018, in Portland Ore. A bad review can seriously hinder a small business’ reputation, but dealing with negative social media and online posts is now essential. “This is something you simply can’t ignore,” said Columbia Business School professor Jeremy Kagan. “The best defense is a good offense.” (AP Photo)
This photo shows an online review of a restaurant on a screen Thursday, July 5, 2018, in Portland Ore. A bad review can seriously hinder a small business’ reputation, but dealing with negative social media and online posts is now essential. “This is something you simply can’t ignore,” said Columbia Business School professor Jeremy Kagan. “The best defense is a good offense.” (AP Photo)
This photo shows an online review of a restaurant on a screen Thursday, July 5, 2018, in Portland Ore. A bad review can seriously hinder a small business’ reputation, but dealing with negative social media and online posts is now essential. “This is something you simply can’t ignore,” said Columbia Business School professor Jeremy Kagan. “The best defense is a good offense.” (AP Photo)

How should businesses respond to bad reviews?

July 05, 2018 12:32 PM