The husband and wife owners of Arizona restaurant Amy's Baking Co. may have been fed up with bad reviews online and a disastrous appearance on "Kitchen Nightmares," but their strategy of a profanity-laced rant in all capital letters clearly wasn't the way to go. The rant went viral, garnering the eatery even more negative attention, experts say. "It's not about making that customer happy on Yelp. ... It's about the hundreds of thousands of people who are looking on to see how you handle it," said social media marketing consultant Jay Baer.

Related Summaries