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February 27, 2005


steven streight aka vaspers the grate

Actually, many satisfied customers do work for the companies whose products they like. They spread postitive word of mouth advertising to their family, friends, peers.

And angry customers work against the companies whose products they dislike. Negative w-o-m advertising.

Then again, some satisfied customers are self-centered and don't even express appreciation for the air they breathe and the health they flimsily maintain.

Once more, if a product is Astonishing, Essential, Enormously Unique, even self-obsessed customers might evangelize it, if only to make themselves seem more adorable.

Mike Elness

Most obvious example in the technology industry: Apple Computer!

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