(FORTUNE Small Business) — It’s a well-known customer service maxim that happy clients tell three people about their experience. Unhappy customers tell nine. Factor in searchable online review sites like Yelp, AOL’s Yellow Pages and Angie’s List, and those nine become thousands.Cranky customers who post negative reviews can spell big trouble for businesses that depend on positive word-of mouth – even a single bad review can pull down rankings and scare away customers. But savvy business owners have come up with a few defenses of their own. It all boils down to plain vanilla marketing and customer service, with an online twist.See This Link
