From life experience in general, and specifically from doing volunteer work with a non-profit organization, I would be inclined to say that most often people who are dissatisfied are the ones who speak loudest. My experience has been that complaints far outnumber compliments. So, it was very encouraging to me to read in WOM Research, Word of Mouth Marketing Association's online newletter that positive reviews of online products and services outweigh negative ones 8 to 1. Shoppers are more anxious to spread information about great products than they are to badmouth the worst ones.

"According to research by Keller Fay Group, 63 percent of all word of mouth is positive. A recent JupiterKagan study concludes that 60 percent of online shoppers provide feedback about a shopping experience, and are more likely to give feedback about a positive experience than a negative one."

This is very encouraging news for online ventures such as M2W2 and indicates just how important "word of mouth marketing" is. I am pleased to know that my experience with non-profit customers or members does not hold true in the for-profit world.