When you engage your customers in a conversation, they may tell you (and others) things you don’t want to hear.

When you engage your customers in a conversation, they may tell you (and others) things you don’t want to hear.

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?