In the customer experience arena, there is rarely a half-way spot between Heaven or Hell. Either customers love the service or they hate it! If there is a half-way spot for some customers, it can best be described as bored neutrality, which means they are just as ripe for picking by competitors as those who experienced "Hell."

These two Human Factors Research blogs are the place where you can read about and/or post real life stories about customer experience heaven or hell: