In my days managing car dealerships, we had a very specific regimen for securing our reputation within the community. It involved clear objectives, employee buy in, customer advocacy, rewards for loyal repeat customers and so on. The level of action we took defined our company culture. Our culture was directly reflected in our customer satisfaction scores.When I left the day-to-day operations of retail automotive, Yelp and other online ratings sites were just coming into their own. Consumers were waking up to the fact that they could share their experiences with people in a much larger arena. Today, 96% of people say an online review influences