• http://www.salesblend.com/ David Chevalier

    Great report, Amy. Since people read reviews just prior to making a purchase, businesses should respond to both positive and negative reviews. Many businesses respond to negative reviews–they realize why they should publicly defend themselves or acknowledge a customer’s complaint. But very few respond to positive reviews. They probably think a response isn’t really needed.

    However, new buyers are observing the entire conversation.

    New customers are looking for indications before they buy. They’re looking to see whether anyone is on really top of the customer service side of the business. Depending on what they find, they may or may not take out their wallets.

  • http://www.LeadDiscovery.com/ Jerry Nordstrom

    Yelp drives a great deal of business to us. Understand, many businesses first learn of online reputation management when they find false, negative reviews posted on yelp by their competition, and oddly real reviews which are positive locked away behind the CAPTCHA in Yelp’s “filtered” category. Since Yelp will not give these businesses the time of the day they come to us to help take control of their online social reputations. Yelp certainly has many businesses Yelping Mad.