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 online reviews.
Principle 4. Address a negative online review by providing a tailored solution to the specific complaint.
Principle 5. Respond quickly to all negative reviews.
Dr. Yang Wang 