Dealing with Negative Online Word-of-Mouth - eMarketer
via emarketer.com
Many instances of negative buzz circulated by a person or a group stem from age-old retail problems such as poor communications, marketing blunders, operational snafus and bad customer service. Multichannel retailers can prove especially vulnerable, as large chains have more touch points between customers and store employees, providing ample opportunities for things to go wrong.
Yael Rozencwajg
