Nestle Facebook negativity can be avoided

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What happens when your company receives less than glowing reviews of a product or service?
For recent newsmaker, Nestle, poor publicity can go from bad to worse in a hurry (example). In the instant feedback, post anything at anytime, social media world in which we live in, being prepared for the bad times is more important than basking in the good times. What can you expect and what can you do to soften the blow?

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