Month: May 2020

First HBR now online! Much thanks to coauthors KT Manis and Alex Chaudhry for putting this concise summary of our previous JMR together. https://hbr.org/2020/05/5-principles-for-responding-to-customer-reviews The takeaways from the takeaways: Principle 1. Address a positive online review by providing a generic, short response. Principle 2. Delay responses for positive reviews. Principle 3. Respond to all negative … Continue reading 5 principles for responding to customer reviews