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What Is “What People Do in Online Comments Section?”

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Online comments
Online comments
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Are You Listening to Your Most Important Customers?

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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.

Read Larry Freed’s post on the HBR Blog Network here.