Our intern this summer is Lauren Summers. She is majoring in strategic communications with a minor in entrepreneurship at the University of Wisconsin. Hailing from Franksville, Wis., Lauren is a member of PRSSA and previously served as a communications intern for a U.S. senator. She spent last semester studying in Italy.
Author: Brian Lee
How Restaurants Should Respond to Negative Comments Online
INTRODUCTION
According to Zendesk, 45 percent of customers share negative reviews on social media, and 63% of consumers read negative reviews on social media. It doesn’t help when it’s discovered that 20 percent of reviews on Yelp are fake.
Still, it’s imperative that you don’t let negative reviews sit unaddressed. One rationale is the “broken windows theory.” When consumers see no response to negative reviews, they assume you don’t care enough, and you’ll probably attract more negative (and fake negative) reviews, which will cost you revenue.
Here’s how restaurants should respond to negative comments online. Continue reading “How Restaurants Should Respond to Negative Comments Online”