>So, it is important to listen to vocal complainers, even in minority, Maybe in some cases this is true, but I can't agree with that in terms of taking product

>So, it is important to listen to vocal complainers, even in minority, Maybe in some cases this is true, but I can't agree with that in terms of taking product direction from social media. In my (anecdotal) experience with areas where I have expertise, the loud and vocal complainers are almost always completely wrong about something or missing some key piece of information. In fact the angrier and more emotional the complaining, the more likely it seems to me that the complaint is based on false information. Maybe I'll have to do a comprehensive study on this at some point. If you meant "listen" only in terms of hear what they have to say in order to educate them then sure, that can be important for marketing to explain product changes, but it's not a way to drive product changes.