Wagging Tongues

"More and more money will go into making a great consumer experience, and less will go to shouting about the service. Word of mouth is becoming more powerful. If you offer a great service, people will find out about it." (Jeff Bezos in Wired)

Listen up, product and service providers everywhere. People already talk about good and bad service. The web aggregates, amplifies and stores conversations. 'Word of mouth' is definately the new black. Expect 'word of mouth' bots spawned by evil marketers to have the same effect on consumer comment as spam has had on the usefullness of email. But then of course new sub-industries will rise to take advantage of this ailment. And so it goes.