# Never forget that the groundswell is about person-to-person activity. You are not speaking as “the company”, but as a person. Most companies don’t know how to do this, and it takes a lot of practice to find that voice and feel comfortable with it.
# Be a good listener. All companies say they listen to their customers, but do they really LISTEN and let people know that they are listening?
# Be patient. This takes a long time because you are going to be transforming your company, one person at a time.
# Be opportunistic. Start small with the people who are most passionate about building relationships with customers.
# Be flexible. You never know what’s going to happen so you have to constantly adjust your thinking and learn.
# Be collaborative. You need people from up and down the management chain to buy-in.
# Most importantly, be humble. Remember that you are not as powerful as the groundswell. If you forget this, they will let you know.
