And negative news isn’t the only thing that can have an impact on your reputation. The nature of online communication has not only increased the accessibility of information, but has given users
a voice in businesses’ reputations.
Through social media channels, news about, experiences with, and opinions of a business can go viral fast, meaning a business must be ready to address a reputation hit or crisis at any moment.
87% of consumers report reading a business’s reviews when researching a business, and 79% report trusting online reviews as much as personal recommendations from friends or family, meaning a
review from a dissatisfied customer or disgruntled employee can take on a life of its own online, defining your business and turning away customers.