Today's BlogTalk Radio Guest: Jackie Huba

Jackie Huba, co-founder of The Swom (The Society for Word of Mouth) and Church of the Customer blog,  joins me this morning at 9:30 AM Central at my BlogTalk Radio show.

Jackie will talk about some current Trends in Word-of-Mouth, including different ways to measure  your customers' word-of-mouth and its impact on your business, and in particular Fred Reichheld's Net Promoter Score methodology. And we'll also talk about the use of social media for customer service, in particular Dell and Comcast and their use of Twitter to connect with their customers. And lastly, we'll talk about the growth of niche-oriented social networks.

Jackie and her colleague Ben McConnell have been out in front proselytizing this message for 5-6-7 years. A few of their accomplishments:

Together they wrote Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force. And that's how I first met them back...back...in late 2002.

Their 2nd book was Citizen Marketers: When People are the Message.

They blog regularly and outstandingly about wom and customer evangelism at Church of the Customer. With 184K readers according to their feedburner graphic you know they've got something smart to say.

And now their newest adventure is The Swom, The Society of Word of Mouth. It's a niche-oriented social network built using Ning. It's growing fast with a nice balance between agencies that provide word-of-mouth expertise and clients/companies whose products inspire that in their customers.

I'm psyched. Come join us at 9:30 AM Central. You can listen live in streaming mode at http://www.blogtalkradio.com/zane-safrit. And if you're reading this post at a later date, you can listen to the recording at the same link.

Links:

1) Measuring word-of-mouth, customer loyalty using Net Promoter Score. Fortune Small Business

2) Dell's Hearing Test. Adweek.