Once the negative reviews of your company have been posted to a consumer site or blog, you have a choice: Rebut them publicly and/or try to contact the reviewers privately to resolve the problem, or ignore the dings and work harder in the future on customer satisfaction. It's a touch choice to make.
By Karen E. Klein
Full Story: http://www.crm-daily.com/story.xhtml?story_id=11300AJHBDAW