I wanted to quickly put a link up for this great little blog post by a fellow blogger that I have come to enjoy the posts of.
As you can read in the comments I am very passionate about this subject and I would like to track more how we receive and process information between organisations and customers. For me and many much better noted lean practitioners it is a key component to success.
In order to start keeping track of these please share this post with others and please when you get a good or bad customer experience and blog or tweet about it use either UXGOOD or UXBAD as the tag/hashtag. This way we can share and build a global community of real Voice of the Customer rather than the usual voice of the business!