Kathy Sierra brilliantly (and succinctly) sums up the difference between "Buzz" and "Sustainable" Word-of-Mouth.
Buzz vs. Sustainable WOM
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Great quote and very true. Empowerment is powerful (to state the obvious).
Thanks for pointing me to Kathy's Twitter feed. I've missed her insights.
Posted by: DUST!N | September 08, 2008 at 10:46 AM
Ohhh... I love it. I'm writing it on my write board right now as a good reminder of what a vibrant customer community looks like
Posted by: Katie Gruver | September 10, 2008 at 07:04 PM
Kathy is so on target. Bertrand Cesvet picks up this idea and runs with it in his new book Conversational Capital. Sustainable word-of mouth is the name of the game in today's marketing world and Cesvet's book breaks down how to achieve it. He proposes that the "vibrant customer community" you are interested in, Katie, is achieved when you give people something to talk about that will reflect positively back on them. www.conversationalcapital.com
Posted by: Eleanor Everett | September 19, 2008 at 08:58 AM
Kathy rocks. Always has, always will.
Posted by: olivier Blanchard | September 24, 2008 at 06:56 PM