There used to be a saying, “When customers are happy, they’ll tell their friends. When they’re unhappy, they’ll tell everybody.” Thanks to social media, those “friends” just happen to be the 500 people on your customer’s Facebook list or Twitter feed. Deliver a great product, and you’ve just earned 500 public pats on the back. Well done! On the flip side, “everybody” is their friends, and those friends’ friends, and those friends’ friends’ friends, and so on. As I’ve mentioned before – it’s rarely a good thing when something goes viral on the Internet.