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As I see it, everyone knows that no business is perfect, and few people actually expect one to be. What customers do expect is the assurance that the company cares enough to correct its mistakes. If a business owner expresses concern for a customer’s problem and demonstrates a willingness to correct that problem as soon as it arises (and ultimately does so), that’s usually enough to satisfy the customer and help reinforce or restore both the customer’s and the public’s faith in the business. Often, in the process, a company will create a die-hard fan (as you’ve said in slightly different words).

So, I agree that businesses shouldn’t fear negative blog comments but should rather welcome them as opportunities to demonstrate the company’s concern for its customers’ needs, as well as its personal commitment to growth.

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Whilst I can relate to Robert’s feelings in relation to the avoidance of conflict, it would appear to me to be difficult to argue with the case outlined above.

I feel that the first three points are particularly strong. With the proliferation of social media, disgruntled consumers have plenty of avenues to voice their grievances. If I were managing a company, I would rather have such negative feelings voiced in a forum where they can be managed and dealt with (on the corporate blog), than in other forums where they cannot.

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