When customers are truly thrilled about their experience with your product or service, they can become outspoken "evangelists" for your company. This group of satisfied believers can be converted into a potent marketing force to grow your universe of customers.

A solitary citizen today with a broadband connection and several inexpensive or free tools has a substantially better chance of influencing the public's perceptions of billion-dollar corporations than ever before.

This month, we'll hear summaries of three great business books: Citizen Marketers by Ben McConnell and Jackie Huba, The Hands-Off Manager by Steve Chandler and Duane Black, and Firms of Endearment by Rajendra Sisodia, David B. Wolfe, and Jagdish Sheth.