How do we deal with negative feedback? The more important customer reviews become, the more this question is discussed as a controversial talking point. Do we: Prevent? Punish them? Delete? Publish? Comment?
You cannot rely blindly on customer reviews, whether positive or negative, that are published on the Internet. Marketing agencies have now discovered this field for themselves.
It is clear that real criticism constitutes an important corrective mechanism, which we do not want to do without. So what can you do? It is now common place to find open Feedback Channels that have been set up specifically for critical customers. The most important thing is to learn from the criticism and inform the customer. An customer who sees that they have moved something, will always see this little “something” as their own.