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@courtney petty I would not disagree with you if we are talking about actually constructive criticism, Courtney. The problem comes when you are dealing with deliberate attempts to defame or degrade, or else with fake reviews, posted by online competitors. Those are the cases in which I would argue that a response could not possibly do any good.
2 years, 6 months ago on Four Common Online Reputation Problems
@susanb940 You're right, Susan-- one person is all it takes. That's the amazing/sometimes-scary thing about the Internet!
@hiuhime That's always a tough call, hiuhime, and a big part of it is distinguishing between feedback that is actually reasonable and constructive-- even if it is negative-- and feedback that is simply defamatory. It can go a long way toward engendering goodwill toward your brand to engage with customers and consumers, and to address their concerns, but in instances of pure online attack, brands are often better off seeking to suppress.