Do We Need a Web Ruled by Articulate Whiners?

1. how is EJ a whiner? Are you saying that she shouldn't have voiced her experiences with AirBnB? Is that how you would approach customers dissatisfied with your own company's services?

2. Are you saying that simply because some people aren't articulate ... you shouldn't pay attention to the articulate ones? I don't get this at all.

This is one downside to the ostensibly democratizing effects of social media: it creates a “filter bubble” in which good writers and popular bloggers get good service

Or maybe it draws attention to bad customer service which, in the end, improves the service level for all customers.