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?<p>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.<p><i>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</i><p>Or maybe it draws attention to bad customer service which, in the end, improves the service level for all customers.