For many years, conventional business wisdom held that a
satisfied customer might mention your company to one or two people, but a
dissatisfied customer would tell nine. Today, the average Facebook user has 140
friends who will surely be instantly notified of customer service
transgressions. Millions of people write blogs, and while many may have no
readers at all, many others boast readership far exceeding the nine people an
unhappy customer of the past would contact.

One might think that...