Your organization’s Online Reputation in large part depends on how you and your team conduct yourselves when dealing with customers and their feedback. Ethical responses are of paramount importance.
If you receive a negative review, never ask the author to change it or remove it, and don’t remove the review yourself. Address it publicly, unless the review site prohibits doing so.
Never offer customers an incentive such as money or a prize for writing a positive review. Incentives can compromise the perceived integrity of reviews.
To learn more about responding to customers, download 5 Best Practices for Retailers to Respond to Online Reviews by Reputation.com.