Your Store Is Gross! How Recent Cases, the FTC, and State Consumer Protection Laws Can Impact a Franchise System’s Response to Negative, Defamatory, or Fake Online Reviews

Spring 2015Articles Franchise Law Journal

Online reviews drive business. They have a powerful, lasting impact but people are more likely to share their negative reviews. While 45 percent of people use social media to share bad customer services experiences, only 30 percent use social media to share good customer experiences.