As product manager, it will be your lucky day when this customer is using social media to tell this great customer experience to the community. This is a win - win situation. More and more people will use social media. At one day it will happen that you will get positive feedback on your product in a Google search. This is the best advertisement you can get for your product.
As mentioned in one of my previous blogs: What is the URL of your company? The homepage of your company is Google, Yahoo or MSN. As mentioned in You can't stop it anyway, once people become more active in social media, there’s no way how you can control how things go. Who will write, who will find and who will comment on these experiences. This will even more happen with negative experiences.
As a product manager take the opportunity to visit every 2 weeks one customer. Do not only talk, but really do something with your software and the user. You want to see the 'accepted workarounds'. Remember: Think from a user perspective instead from a technical perspective. If you do these kind of visits for free, you have already the first positive customer experience. It will cost some time but you will get paid for it.
Do you agree on this? Please let me know YOUR opinion about this.