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March 21, 2014
Learning From Customers, Online or Off, Is Smart PR
Here's a short course by Jan Vels Jensen on Business2Community on the merits of online reviews for having conversations, not digital encounters, with customers. Businesses that keep their cool and use online reviews both to inform and learn from customers are being smart, not defensive. This PR "curriculum" includes a quote from Bill Gates: "Your most unhappy customers are your greatest source of learning." So true!

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Doug Bedell has a background in journalism and PR and is the owner of Resource Relations LLC in Central PA, focusing on organizational and crisis communication. He’s the community manager of SimplyFair.net, a social network on fairness. On the Web, Doug’s at www.ResourceRelations.com. On Twitter, he’s @DougBeetle.
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