I know I shouldn’t, but working on the litigator’s instinct of putting the boot in, here is a quote from the ‘CEO’ of Netrank, taken from this Guardian article:
John Straw, chief executive of online brand positioning company Netrank, says it advises its clients to deal quickly with customer complaints that have become the source of online discussion.
‘It’s better to spend some money on dealing with one person, than risk a complaint going viral and damaging the value of the brand in the long term,’ he says.
So what happens when it is exactly your ways of trying to steer online discussion that is the issue being raised?
But this weekend, I promise some law posts, honest.