The Danger of Silent Complainers — How to Manage Your Reputation

The goal of reputation management is to maximise positive reviews and minimise negative ones.

As a business owner or manager, you may often rely on customer feedback to gauge the success of your operations.

The common belief is that a lack of negative feedback implies that everything is running smoothly. However, this assumption can be dangerous, as it overlooks the silent complainers - customers who may not express their dissatisfaction but sti…