Over the life of your business, a poor review, poorly handled crisis or unsubstantiated rumor is nearly inevitable, and it will be part of your story. However, it needn’t be the final chapter if you know what to do. In this session, you’ll learn best practices for online reputation management and how customer reviews are not only the new testimonial, they’re also a valuable research tool. Good and bad examples of how to respond to online reviews, when to write a reply and when to let it go, and tips for customer recovery are all covered. You’ll leave with an understanding that it is not the negative review or damaging coverage that will forever influence your reputation, but rather the way you handled it.