Our philosophy is:
When customers have a problem with a service or product, turn it around and use it to your advantage.
Intercept negative feedback, turn it into a positive so your customers have no reason to leave a negative review.
Be in a positive to react quickly to criticism.
Trace feedback and reviews to the staff who were assigned to your customer so you can see how they are performing.
Reward your staff for good work done.
Analyse any negative feedback so you can improve your business processes and your service.
Flaunt your testimonials!
Do what pleases your human audience as this will also please the search engines and you will reap the rewards.