The Anatomy of Buzz/Rosen 39-44

39 By seeking information before they buy, customers increase their chances of feeling satisfied later on, thus reducing the potential for tension.
We talk because we are programmed to talk. Fewer people may attend public meetings, but more express their opinions on the Net.

40 One of the few things that consistently show up in research about word of mouth is the fact that we tend to spread negative comments to more people that we do positive one.
Positive ones we told 3…negative ones we told 7
Once person hears about a good experience and six hear about a bad experience.

43 Network hubs are individuals who communicate with more people about a certain product than the average person does. Opinion leaders, lead users, or power users.

44 But the reward for paying attention to these people can be huge. Not only do they further the buzz about a new product- their central position sometimes allows them to change a message even block it from spreading.