I read this book because Kayla is a colleague and friend. What I didn’t know is that her and her co-authorTony Bodo have done such extensive work in analyzing online reviews. They make some key points such as beginning with what you want reviews to say about your company and then putting in processes and systems in place to actually deliver to that end. They also make the case that engaged employees who have actually tried the services can be more effective at getting customers to respond to the upsell.
If your company depends on favorable online reviews, you need to read this book!