{ "item_title" : "Reputation Management", "item_author" : [" Ray L. Perry", "Phil Singleton", "Ken Tucker "], "item_description" : "You know your reputation matters. You spend the time and effort it takes to keep your customers happy and coming back for more. You provide a top-quality service or product, excellent customer service, and rarely have a problem you can't resolve. Your reputation is worth its weight in gold and you work hard to keep it shining. The trouble is it takes just one dissatisfied customer with access to the Internet to change everything. Add in the fact that most satisfied customers don't take the time to review at all, and that one complaint becomes damaging to your business. Few things go viral as quickly as a complaint on the web. Online reputation management is more complicated than just having good manners in how you deal with your customers, and eating the occasional crow sandwich when your best intentions fall short. Every business needs to set up and implement processes for listening to what's being said - and knowing how to respond in ways that bring you out on top rather than dragging you down in public. But you also need to take steps now, before your reputation ever comes under fire, to build a hedge of protection around your online reputation. In this easy guide, you'll learn exactly how to get started protecting your online reputation today.", "item_img_path" : "https://covers1.booksamillion.com/covers/bam/1/54/314/800/154314800X_b.jpg", "price_data" : { "retail_price" : "9.95", "online_price" : "9.95", "our_price" : "9.95", "club_price" : "9.95", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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