NEGATIVE FEEDBACK? DEAL WITH IT: Direct and public communication with customers is a hallmark of the digital age. What happens when not all of them are delighted?.

The article discusses ways automobile aftermarket businesses could deal and communicate with customer feedback on social media. Topics discussed include increase in the number of online critical reviews, responding to customer feedback, and using the law to protect business form defamatory comments and review. The challenges with the legal process for defamation and the benefit of responding to comments as an opportunity to engage with customer is also discussed.