About this item

More than of customers consult online reviews and take them very seriously A disgruntled customer on Yelp might have more clout than a guidebook magazine or newspaper This review-driven marketplace terrifies many businesses But some have learnt to navigate and profit from customer reviews Bill Tancer takes readers on a fascinating journey inside that world to find out why one Los Angeles barber advertised his one-star reviews and how one scrappy hotel became the highest rated in London Tancers fascinating stories and data-driven research reveal how sites like Yelp and TripAdvisor are changing the way we interact and show how business owners can leverage online reviews to find greater success