How and whether to respond to online reviews is a critical consideration that may very well make or break a company’s success. In research published last year, Rensselaer Polytechnic Institute’s T. Ravichandran and Chaoqun Deng formulated strategies for firms to address negative reviews. They found that by and large, it is best to custom-tailor responses to address criticisms and explain actions taken to communicate care, concern, and attempts at remedying any problem.