82% of consumers have stopped doing business with a company as a result of a negative experience. 79% of consumers that had a negative experience with a company told others about it. 49% of consumers said they would be willing to go back to a company after a negative experience if they were offered proof of enhanced service. This is an end-to-end look at the reputation management industry, problems, players and solutions. This simple to read book provides every business owner with a major short-cut through the valuable learning curve that equals wasted time, money, opportunity and heartache.