Calming your Critics: How to respond to an online activist group

No business or individual is immune to online attacks. If you want to be visible and a leader, it’s bound to happen. Groups of unsatisfied customers taking to Facebook to build a community to rise against you--warranted or not. What you need is an action plan so you can quickly respond to these online attacks professionally and appropriately. But unfortunately, too many business owners and leaders either respond defensively or don’t know enough about how social media works to protect themselv...