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Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World
In today’s Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"—blogs, social networking pages, message boards, product review sites—even a single disgruntled customer can broadcast his complaints to an audience of millions. Blackshaw shows managers, marketers, and business lea...more
Hardcover, 208 pages
Published
July 8th 2008
by Currency
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I really enjoyed this book. Very eye-opening and engaging. The author makes relevant points about engaging with your customers via the Internet and the consumer generated media, that is really the norm these days.
It’s a small book, but packed full of useful and relevant tips and hints of how a company should respond to CGM and how to become a transparent organization. I’d recommend it to anyone in charge of marketing, public relations, customer service, or the director of an organiza...more
It’s a small book, but packed full of useful and relevant tips and hints of how a company should respond to CGM and how to become a transparent organization. I’d recommend it to anyone in charge of marketing, public relations, customer service, or the director of an organiza...more
Pete Blackshaw captures the need for excellent customer service in this book. As we explore social media which allows our conversations to be shared with thousands of our "friends" or "followers", this need will only grow.
Excellent case studies, easy to follow, compelling arguments. I recommend this book for business owners, public relations professionals and marketers.
Excellent case studies, easy to follow, compelling arguments. I recommend this book for business owners, public relations professionals and marketers.
This book did not really apply tomy business, so I did not get much out of it. However it was interesting to know that when we are in a store we maybe being watched to see how we react to things and figure out our habbits.
Amazing point that is overlooked by so many companies. This is a new era of customer service with social networks.
Yomari
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Listen to your customer's! The rest you will have to read about in the book!
I blogged about it in my "scratch pad" blog here. While it is mostly a book for businesses, I think it has a lesson or two for libraries and librarians as well, which is why I picked it up and ended up reading it. I borrowed it from my library.
Mostly things I already knew, but does include a nice list of sites to track customer feedback online in Chapter 3.
An eye-opener for all those who want to grow their business
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![Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 [With Headphones]](http://photo.goodreads.com/books/1302023392m/9813473.jpg "Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 [With Headphones]")
