Word of Mouth: Five Steps to Deal With Negative Customer Feedback

1. Know what people are saying about you. Finding this out goes beyond cruising your own customer reviews and message boards. Use search engines to find out what people are saying about you elsewhere on the Web. While Google and Yahoo! searches can provide generic results, specialized blog search engines such as Feedster, Technorati and BlogPulse can alert you when something relevant to your brand has been posted somewhere in the blogosphere, Sernovitz writes.