After reading Andy's book, and studying what is available online I decided that it was time for some re-invention and re-engineering. This has got to be one of the most powerful marketing tools you can use. Sadly, it is also one of the most neglected and poorly used. The gaps are the opportunity. There is plenty of opportunity for those who want to settle down and focus on quality communications and truly excellent mind-blowing customer service. here are some ways to uncover the wisdom and brilliance of the top word of mouth guru.