There are many reasons why a customer may choose to share their local experience with other customers on social review channels. Brands should be paying close attention to these reasons, aligning their response strategies to review sentiment in order to improve the customer experience.
The biggest review engines (Facebook, Google, Yelp and Foursquare) offer a wealth of insight into brand perception. For that reason, review moderation and response are both strategies that should be utilized to get the most out of positive, negative and neutral reviews.
This white paper from Brandify contains flows that will help you maximize customer engagement and start building long-term relationships with local fans and haters.