Most Buzz Is Positive, But You Should listen to Both Types

February 11th, 2009 · No Comments

Guy Kawasaki posted an interesting interview with Emanuel Rosen the author of bestseller The Anatomy of Buzz today. It’s on the Amex Open Forum. They also talk briefly about market research and how to measure buzz online. Interestingly Emmanuel says that people have an innate need to Buzz about products and services, and that the majority of buzz is actually positive.

This may not go against the old belief that an upset customers tells 7+ people and a happy customer tells 1 person since most customers obviously have positive experiences. This is in fact what I have seen in both customer satisfaction surveys and in screen scraping and text analyzing discussion blogs. Sometimes my clients actually assume that there will be more negative remarks. This usually isn’t true if they have a viable business.

The point though is, not to feel scared or attacked when someone says something bad about you, but actually listen and learn something.