Reflection #2 Groundswell Chapters 5-8 and J. Crew Hi guys! Last time we talked about chapters 1 to 4 and explained it with an example. Today, we will discuss chapters 5 to 8 and hopefully we will get a pretty good idea how we can listen, talk, energize and support the Groundswell. Chapter 5; Li and Bernoff said in the book: “Your brand is whatever your customers say it is”. When we talk about our product or service, is very important to know that customers decide who we are and how they define us. Listening what is being said about us is very important and we need to make time for internet browsers. What they are saying? Blogs, forums, reviews, social media is the focus. Do customers like to talk about us-even when they criticize or write a bad review? We need to l...