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Social Media: New Tools, Customer Experiences and Word Of Mouth

From Mashable: Maybe you missed these: 40 New Social Media Tools and Resources.

And a great HOW TO:  Use Social Media to Create Better Customer Experiences.

From McKinsey Quarterly, one of 2010's best articles: Measuring Word Of Mouth Marketing.
"In the mobile-phone market, for example, we have observed that the pass-on rates for key positive and negative messages can increase a company’s market share by as much as 10 percent or reduce it by 20 percent over a two-year period, all other things being equal. This effect alone makes a case for more systematically investigating and managing word of mouth."

Word of mouth remains an important part of the health care marketing mix. Now there may be a way to measure those conversations.

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