From the co-founder of the first company to offer online reputation management services specifically to businesses.
A practical guide to reviews, customer feedback, online word of mouth, customer service, trust, conversion, and retention.
How reputation is formed online and how it directly affects your business's conversion and retention rates.
How people form an impression of your business from what they find, read, and hear online.
Why reviews influence future customers and how businesses should handle them proactively.
How traditional referrals became public, searchable, persistent, and scalable on the Internet.
How reputation affects whether prospective customers buy, and why repeat customers strengthen your brand.
Originally published in 2012. Choose how you’d like to read or listen.
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