150-200

Still boring but I'm almost done.  This section is about "Helping the groundswell support itself."  It talks about how the groundswell can support others that are involved in it.  Mainly in the way of customer service.  For example, it uses Dell as an example.  Dell does much of their customer support through a support forum, this cuts way, way down on costs and allows employees to focus on other things.  It can also be much better for the customer since they don't have to go through the whole annoying automated phone thing just to finally get a hold of someone in India.  eBay and Microsoft are another good example of this.  Through my experience, eBay uses customer service chat where you use an instant message system to get help.  This allows one person to talk to a number of customers at once, making them more efficient.  This section is also about "embracing the groundswell."  This talks about how you can use your potential customers in the groundswell to better your company.  For example, it says that a company used a dog enthusiast forum to ask questions about what people's dogs like to eat and about what treats they would buy.  They also talk about things like asking your customers to come up with your new logo.  People are more likely to buy from a company that they has a personal stake in.  I'll finish up the last section tomorrow.  Good thing I had this weekend to catch up on reading.