May 18
16
Posted by MiriamEllis I’ve advocated the use of Google’s owner response review feature since it first rolled out in 2010. This vital vehicle defends brand reputation and revenue, offering companies a means of transforming dissatisfied consumers into satisfied ones, supporting retention so that less has to be spent on new customer acquisition. I consider review responses to be a core customer service responsibility.
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Time to Act: Review Responses Just Evolved from "Extra" to "Expected"