For Interactive Marketing Professionals

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	July 21, 2009 Dos And Don'ts For Dealing With Detractors by Emily Riley with Jeremiah K. Owyang, Thomas Cummings, Angie Polanco

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Executive Summary

Detractors — consumers who will publicly make negative comments about your brand — are found throughout online social media sites. Instead of simply ignoring them, interactive marketers should take the time to evaluate the validity of their complaints and decide the best way to engage them. Following some simple steps — and basic customer service sense — can build positive PR and potentially turn a detractor into a brand advocate.

This is an excerpt

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