2. In an age where most potential customers will search
the Internet for opinions about a company, the
business leaders must be aware of online reviews.
Danny DeMichele has written a book titled,
“Complaints, Reviews and Online Extortion,” in which
he encourages clients to request online reviews from
happy customers. Actual experiences are essential for
creating a positive online reputation that outweighs
the occasional negative comment. Too much emphasis
is placed on the few customers that encountered an
unmet expectation. Great customers play an important
role in answering potential customers’ questions about
the company. Ten positive reviews can offset one
negative comment.