The concept of user generated content (UGC) isn’t new, and it’s everywhere you look: forums, blogs, social media platforms, ecommerce sites, review sites, YouTube, etc., and because of the participatory and transparent nature of social media, this content often takes the form of user reviews and customer feedback.  For many companies that are managing their brands online, the tendency might be to post and respond to only favorable feedback and comments, and remove anything negative.

But negative feedback is perhaps the single most underrated opportunity for reputation management the social web has to offer.  Publishing and responding to negative reviews opens the door for several online marketing opportunities, and by deleting them, you might miss the chance to:  (more…)