1. Minimize the likelihood of online complaints in the first place. If your friend saw you had your fly undone, would he tweet about it? No, he’d quietly tell you. And if nobody tells you that you’re fly is undone, you clearly have no friends! In this same spirit, why should unhappy customers complain indirectly via Twitter or their blogs when they can use email, the phone or a feedback form on your website and know that it will be answered—immediately and with empathy? ...

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