Changing the 10/80/10 rule in online communication
Marketing/PR in the Social Web: Sarah Evans suggests not to focus on the 80 % being neutral or satisfied with a brand but to interact with the 10 % being very happy:
If you have 100,000 stakeholders online and 10,000 are happy, are they saying so? They become your credible third-party endorsement for the world to see (and it’s great if that 80 percent notices). They become your “Recommend” champions. Find them, engage them. Share what you find and make sure that includes the 80 percent!
via prsarahevans.com
