Should I Respond to Customer Reviews

Here is an article by the BBC about TripAdvisor Reviews. At the end of the article, TripAdvisor state:

Research shows that customers do read what a business has to say in response to its reviews, and the tone of their replies can often have a bigger impact than the review itself. In other words, a business can often turn a negative review into a positive, just by the way it replies to that reviewer.

In summary, always leave a polite response to a negative review. Remember that your audience is your next potential customer.