Brand reputation management should be a vital part of a firm’s marketing strategy due to the sizeable impact negative reviews have on previous marketing efforts. When potential consumers go online to discover more about an organization or item, finding bad reviews very often pushes them to a competitor. When no such information is available from legitimate consumers, consumers are averse to risks and don’t complete their transactions. “Bad feedback shouldn’t go undetected, as it can allow brands to discover more about their imperfections and increase the quality of their everyday operations,” claims a spokesperson for ICMediaDirect.
Online Reputation Management Journal