Word of Mouth: Five Steps to Deal With Negative Customer Feedback

The advent of blogs, message boards and online social networks has become a double-edged sword for multichannel merchants. Consumers now can easily heap goodwill and praise on your brand and products, but they just as easily can disseminate complaints and vitriol about a poor service experience. So what do you do when your erstwhile customers are shouting your flaws from the rooftops? Following are five steps to deal with negative word of mouth offered by Andy Sernovitz, CEO of the World of Mouth Marketing Association, taken from his recently published book, “Word of Mouth Marketing: How Smart Companies Get People Talking.”