Your first instinct on seeing a negative online review may be to immediately and vigorously defend your business.

After all, you work hard to make sure everyone—from customers to employees—has a great experience. Not to mention, 80% of customers have changed their mind about a purchase after reading negative reviews, according to a survey conducted by Cone Communications.

Unfortunately, making an overly defensive response is usually the wrong move.

Potential customers may read your passion as hostility, and you could end up losing more customers than you save.

So, what is the right way to handle this situation?

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Holly Cordner is a marketing manager in Salt Lake City. She writes for CityGro, which helps businesses of all sizes connect with their customers. Her first love is technology; tofu is a close second.