With the growing prevalence of social media and review sites, it is easier than ever before for customers to share their experiences with a wider audience. This can be both a blessing and a curse, as positive reviews can help to attract new customers, but negative reviews can be damaging to a business’s reputation. This…
As the COVID-19 virus continues to create unexpected and wide-reaching effects in a range of sectors, a new challenge has emerged: With practices closing temporarily so that even medical patients are being turned away from non-life-threating healthcare procedures, some negative online reviews are now taking the form of complaints, suspicion, and accusations. In light of this, review aggregators are temporarily altering how online reviews are handled. In particular, Yelp and Google have taken strong measures to protect businesses’ reputations from long-term damage that may come about as a result of businesses frustrating customers simply by following community guidelines for public protection.