Chapter 4:Understand and Manage Online Review Sites
“What have you done to us by creating Yelp? All of us are critiquing each other all the time. Would you like to apologize?”
—Stephen Colbert questioning Yelp co-founder and CEO Jeremy Stoppelman on The Late Show with Stephen Colbert, January 12, 2016.
How often do you say or hear questions such as these: How was the food at the new restaurant? What did you think of the hotel in New York? How was the new Muppets movie? Today, online reviews impact businesses far more than newspaper critics or rating
organization assessments. The internet made it possible for us to review nearly every business and put the consumer at the controls. Crowd-sourced reviews have a major impact on online reputation. ...
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