An interesting blog post from Guy Kawasaki on the book "Word of Mouth Marketing"

Companies could hire a customer service rep to do cruise the Internet looking for kudos and complaints. When the rep finds kudos, he should thank the person. When the rep finds complaints, he should get it fixed. This is such a simple, effective idea—I doubt, therefore, that many companies will do it! :-)
A study by the Verde Group showed that people who heard about a bad shopping experience are less likely to go to the same store than the person who actually had the bad experience.
The second one being really interesting (and after thinking about it a while, I'm sure it's true).

What are your customers saying, and how can you influence that?