As a big-name brand, it can be easy to feel invincible, but small, local competitors can beat enterprise brands who are failing to optimize for the local experience. The combination of personalized, local business have the potential to consume the market share for bigger brands over time. One area in which big brands are severely deficient is review moderation. Listening to your customers and responding to reviews helps build brand awareness, resolve customer issues and increase engagement, but this is one aspect of local optimization that big brands fail to achieve. Phil Rozek of the Local Visibility System discusses how big brands can master review moderation, with Mindy Weinstein of Market Mindshift and Kyle Eggleston of Walgreens, as panelists and Greg Sterling of the Local Search Association as moderator.