we all know a bad review can kill you in certain areas. if a restaurant gets slapped by the food critic, it can be a death nail to many, entertainment venues live and die by the review - but now everyday products are being critiqued just like broadway plays.
the only way to counter the possible bad review is to be actively engaged in the locations your client/customer reviews in. so when the positive comes out, you say thanks - and when the negative erupts you ask what you can do to make it better.
2 way communication is the current advertising space
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