from the BuzzCanuck: The Value of WOM - Dell and Its $210 Million Word of Mouth Nestegg--Steve Hesberger from comBlu and blogger at The Evangelist Effect was somebody I had a quick chat with a few weeks ago. The scouting report - a really smart guy with a good command of the arena of word of mouth. MORE... AK- I think if we examine what's happening in-store, and use electronics as the example, more and more companies are focusing on consultative selling techniques, and a service centric atmosphere to try to achieve similar goals of the WOM referral. Referrals typically don't focus right to a specific SKU, just the brand as a whole, so "I know I want HP because my brother-in-law loves his... but which do I want?". The in-store experience becomes paramount to closing the sale. Rewards and Loyalty