The Simple Answer is the Right Answer !
From Hugh's blog entry today at gapingvoid.com ...
"I want to know 2 things from you: Who's using my product, and what they're saying about it.
If we don't like either answer, then we got to figure out what we're going to do to fix it.
Don't talk to me about changing the customer's behavior. Talk to me about ways to change our behavior."
Hugh Macleod hits the nail on the head with this one !
Concise and to the point.
He has hit on a key point that many companies that are trying to understand "buzz" or "viral marketing" or "word of mouth marketing" need to learn!
Step 1 - Start by listening to what customers are saying.
Step 2 - React to what they are saying by making corrections in your product and services.
Step 3 - Repeat step 1 until you have enough money to retire or you die. (If you do it right and have FUN, the latter is the appropriate "deadline".)
As Hugh said, complication is muddled thought and hopefully 3 steps is not too many for people to understand. Simple WORKS!