What to Do When You Get a Negative Online Review

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“Too much tower. Not enough Eiffel. Also, too many baguettes – I’m allergic to carbohydrates.” “I don’t like the brown color. I prefer green or pink.” Both these Google reviewers gave the renowned Parisian landmark one star. With more than 260,000 Google reviews and an average of 4.6 stars, these outliers are unlikely to dissuade too many people to avoid the Eiffel Tower. But while some poor online reviews may raise a smile, a truly bad review can have serious consequences for your business. About 82% of U.S. adults always or sometimes read the reviews before buying something online, according to 2016 research by the Pew Research Center. That ratio will very likely have increased following a global pandemic that saw many of us holed up at home for months, making online purchases with alarming frequency. That’s not to mention the coming-of-age of Generation Z, with their technological know-how.

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