The Right to Fair Reviews: Managing the Risks and Rewards

Opinion: Negative feedback is an opportunity to build trust by listening to concerns, responding genuinely and improving the offering

Did a chill pass through you when the Consumer Review Fairness Act—a.k.a. the “Right to Yelp”—went into law? The law is designed to protect free speech, and it underscores the importance of consumer online reviews by preventing businesses from using “gag clauses” in their agreements to discourage and punish customers who post negative online reviews.