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Everyone is a critic, and if you have a customer community that can be terrifying. How much is too much? How should you communicate with your critics?
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Good article, but felt it was missing the "other half" of responding to constructive criticism. With no response to "good" criticism, it's too easy to rationalize (from a customer-in-a-hurry perspective) that the wording of criticism is irrelevant so long as it gets the point across.
Thanks, that's a great suggestion!