{"product_id":"9781101621486","title":"Everyone's a Critic: Winning Customers in a Review-Driven World","description":"More than 70% of customers consult online reviews and take them very seriously. A disgruntled customer on Yelp might have more clout than a guidebook, magazine, or newspaper. This review-driven marketplace terrifies many businesses.   But some have learnt to navigate and profit from customer reviews. Bill Tancer takes readers on a fascinating journey inside that world, to find out why one Los Angeles barber advertised his one-star reviews and how one scrappy hotel became the highest rated in London.   Tancer's fascinating stories and data-driven research reveal how sites like Yelp and TripAdvisor are changing the way we interact and show how business owners can leverage online reviews to find greater success.","brand":"Penguin Publishing Group","offers":[{"title":"Default Title","offer_id":47106331508976,"sku":"9781101621486","price":4.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781101621486_p0.jpg?v=1763689261","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781101621486","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}