Running a consumer-facing business in today's world can be difficult. In addition to overseeing day-to-day operations, keeping up with technology, and staying compliant with applicable regulations, business owners must have a handle on reputation management.
Lesson 1 in any reputation handbook should note that word of mouth is practically a thing of the past. Today, everything is done online.
With the rise of websites like Angie's List, Yelp and other service-review pages, online consumer reviews (fair or not) can have a significant impact on any business's reputation, and more importantly, their bottom line.