When you engage your customers in a conversation

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When you engage your customers in a conversation, they may tell you (and others) things you don’t want to hear.They might criticize your product, service, management, and/or employees. Would it be smarter for companies to limit their online exposure to Web sites that project a well-thought-out message and do not encourage or allow responses from customers? Give me your thoughts?

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APA format 300 words. 2-3 references.