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@Andrea - we had a very good discussion. We are all learning about the dynamics of holding a conversation in a public forum. I think there will also be a learning curve for customers on how to provide feedback in a way that gets you the results you are seeking.

@Connie - I think it is more fear of the unknown consequences, not so much of the negative. The discussion was very productive, yes. It is helpful to learn from real cases, like you shared.

@Ahmet - thank you for reading.

Very good article. Thx.

Valeria, thanks for linking to my case study, "Engagement Turns Critics into Allies." The fear of negative comments is often the primary reason companies hesitate to get engaged online. I would love to have heard your discussion at Blog Council; I'm sure it was productive.

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