[caption id="attachment_807" align="alignnone" width="98" caption="NOT the P&G Tremor"][/caption]

You have to take your hat off to the marketers at P&G - I have just finished looking over a presentation by their Janelle Zurek called "Leveraging Cognitive Science to Create Word-of-Mouth (2009) published by MSI in a conference summary.

The pioneering authors of SERVQUAL have turned their attention to online shopping service quality and the result is a measurement instrument that we think has 'legs'; E-S-QUAL

Why your brand needs to be part of the online conversation