Guy Kawasaki posted a preview on his blog of a book by Andy Sernovitz called Word of Mouth Marketing: How Smart Companies get People Talking. He shares 10 tidbits from the book on how to generate greater word of mouth. It sounds like an excellent book and one I can’t wait to get my hands on. One point Guy Kawasaki shares that I really liked is how companies could hire a customer service rep to search the Internet for kudos and complaints. When the rep finds kudos, he should thank the person. When the rep finds complaints, he should get it fixed. What a simple idea to implement and yet very effective in generating genuine word of mouth.