1) Build your online presence now. 2) Monitor what is being said about your brand by using online tools Google Alerts www.copyscape.com , View a listing of blog search engines , Summize 3) Respond to criticism quickly, before it takes on a life of its own and you lose control over what is being said about you and your brand. 4) Take full ownership of your mistakes, and apologize to your customer(s) without qualifying your apology with the word "But". 5) Never underestimate the value of a single customer. That customer might be a lifetime customer willing to spend money with you over the lifetime of your valued relationship. 6) Minimize the bureaucracy by empowering your employees or associates to solve minor problems or issues that won't cost you or your brand unneeded headaches or loss of revenue. 7) WOW your customers so they will not forget the experience.