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Make hay from the unfair review / Harvard Business Review

By: Series: Harvard Business Review. 98 : 5, pages 24 Publication details: September-October 2020Content type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
Subject(s): Summary: When consumers slam companies in ways that are obviously undeserved ("More like 'Mediocre Canyon,"' complained one unhappy visitor to Grand Canyon National Park), brand managers may try to suppress the review, publicly shame the reviewer, or even sue. A series of new studies suggests that by taking a different tack, they can turn such broadsides to their advantage.
Item type: Articles
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When consumers slam companies in ways that are obviously undeserved ("More like 'Mediocre Canyon,"' complained one unhappy visitor to Grand Canyon National Park), brand managers may try to suppress the review, publicly shame the reviewer, or even sue. A series of new studies suggests that by taking a different tack, they can turn such broadsides to their advantage.

Business.

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