Summary: Most consumers have heard (and believe) the old adage the customer is always right. They dont care if the problem was a manufacturer error, something broken in transit or they simply changed their mind. What consumers do care about is whether you care enough to listen and can offer a solution.
As a business owner you may likely be involved in business blogging. Your blogs are professional, engaging and hopefully beneficial to all who visit.
There is a dynamic, however, that has always been of interest to me. The blogger in most cases must be professional and highly diplomatic in both their posts and subsequent rebuttals. The reader on the other hand can be as open and straightforward as they wish.
The web is, after all, built on principles of capitalism and democracy. There is a free exchange of ideas and blogs are a prime facilitator of this exchange.
It is possible for bloggers to also have a straightforward and in-your-face approach to their blog (and some do). However, the end result is often a substantial group of alienated consumers. These alienated consumers rarely make additional purchases from a company they feel they has offended...
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