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From Nay to Yay

What to do about bad reviews on customer feedback sites

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This story appears in the July 2010 issue of Entrepreneur. Subscribe »

The popularity of user-review sites such as and Citysearch can be excellent resources for inexpensive publicity for a small . The downside? The inevitable bad review can cause havoc if it's not handled with savvy.

"There is an enormous level of trust between social network user and social network user--much more so than between a brand and end-user," says Carisa Miklusak, co-founder of company SoMedios in , British Columbia. She calls Yelp "the online Consumer Reports."

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