James Torio’s thesis entitled Blogs: A Global Conversation (via Doc Searls).
It’s good to remember people complain about things they care about and are interested in. Companies should only be afraid when customers are not saying anything at all.
And therefore you can say that since I’ve complained about a hell of a lot in the past, it is only because I cared a hell of a lot. I mean if I didn’t care, why complain right?