Operators can’t stop the flood of online reviews that shape their restaurant’s reputation in the social media era. But there might be a way to mute their effect. Delivery specialist DoorDash thinks the trick is to create a metric in which reviews are just one of several data points to consider. Customer insight solution company Original Review’s idea is to capture real-time feedback from diners so concerns can be resolved before they can be griped about on the Internet.
New workarounds may defang negative reviews
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