Originally at http://feedproxy.google.com/~r/socialmediatoday_allposts/~3/O9B0QAfu6rw/whos-afraid-big-bad-review

For public relations practitioners, every “crisis” is an opportunity, so is every negative review. When a customer engages with your business online, they are reaching out to communicate with you in a public sphere visible to everyone. In the new media landscape, humanizing your brand with a personalized reply provides an opportunity to be perceived as humorous, humble, sincere, reasonable or any desired adjective under the sun!

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