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The other problem is that the language on the Council site is much about marketing - marketing to us. That's understandable because these are marketing guys and it's also likely true because this is being run by a leader in the Word of Mouth Marketing Association, a group whose existence and name has given me the willies. It implies that they can manage our mouths when, indeed, that's the one thing that we, the customers, are fully in charge of. If they truly realize that we, the customers, are in charge, then that changes the way you comport yourself in this conversation. Again, you listen more than you speak.