Originally posted by LizardLikeWizard:

That last part: "Let customers express their unhappiness. Don't censor; customers know when that's happening. Focus on your product rather than getting worked up over negative comments. Channel your energy into fixing the core issues and making customers happy in the product."

Seconded, they literally went out of their way to censor steam because of negativity they didn't want to deal with(pissed me off more lol), it didn't just go away, it just moved to twitter / discord etc.
"let people feel heard"

Very well said btw