You don't see many tweets touting companies as #betterthanaverage. But there's plenty of social media chatter about really good or bad customer experiences. The same holds true for the feedback companies receive directly via e-mails or phone calls. Customers are most likely to offer feedback when they have either a really bad experience or a great one — and they almost never say a word when their experience falls somewhere in the middle.
The problem is, that silent majority in the middle typically drives the success or failure of a business.
Via Russ Merz, Ph.D.