Why you should really focus on creating net promoters (not net detractors):
metacool
thoughts on the art & science of bringing great things to life, by Diego Rodriguez
Why you should really focus on creating net promoters (not net detractors):
Great stuff! I love the concept of Power to the People. I used that as a Chapter heading in Beyond the Brand. Diego, keep up the great work on your blog.
John
we say communities dominate brands.
Examples: Dan Rather, Easongate, Class action against Verizon, Kryptonite.
Or mysaabsucks.com
In fact we have written a book about it
Communities Dominate Brands: Business and marketing challenges for the 21st century is a book about how the new phenomenon of digitally connected communities are emerging as a force to counterbalance the power of the big brands and advertising.
Shame I did not know about the UAL thing – would have been really handy to stick in as a case history.