"Do we live in fear of every Yelp listing? No," said Biederbeck, who is not a Yelp sponsor. "Do we pay attention? Yes."
Zagat, AAA and others allow patrons to share their experiences. This can be the Dark Side of Web 2.0. The only countermeasure of value is to engage critics in open conversation online. Andy Sernovitz’s advocates this method above all else. Starting a genuine conversation online helps to mitigate and in many cases turns a negative into a positive. We are not talking appeasement here, we’re discussing open dialogue.
