eShop USA > Books > Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World
Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World
List Price: $21.95Our Price: $14.93 You Save: $7.02 (32%)Prices subject to change.
Availability: Usually ships in 24 hours
Binding: Hardcover
Dewey Decimal Number: 658.812
EAN: 9780385522724
Edition: 1
ISBN: 038552272X
Label: Doubleday Business
Manufacturer: Doubleday Business
Number Of Items: 1
Number Of Pages: 208
Publication Date: July 08, 2008
Publisher: Doubleday Business
Release Date: July 08, 2008
Studio: Doubleday Business
Related Items:
Editorial Review:
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 leaders how to establish and maintain credibility for their brand by being authentic, listening and responding to customers, and forming relationships built on openness, transparency, and trust.Filled with stories based on his experience working with Fortune 500 brands such as Toyota, Dell, Nike, Sony, General Motors, Hershey, Unilever, Nestlé, Lexus, and Bank of America, Blackshaw offers a clear strategy to sustain a competitive advantage by creating enduring, loyal relationships with today’s consumer.
Customer Reviews
Average Rating: 
Rating:  - Actually, more than 3000
Once again, Pete's insight into the inner workings of social media and why it matters to marketers comes to the fore. Building on Fred Reichheld's work at Bain and the development the Net Promoter Score, Pete picks up on the pivotal difference in motivation between a satisfied customer--"I got what was promised, and if *you ask me* I'll affirm it"--versus the dramatically different motivation of someone who's been shortchanged and is now out to make sure that this never happens again, *actively initiating* ... Read More
Rating:  - Not for me
The book is great for Marketing people but as a Sales Rep. I was expecting more info on selling, the how to improve info .
Rating: - A Great Read
Clearly, this isn't the last we'll hear of Pete Blackshaw. His insightful commentary regarding brand credibility and his coined phrase, CGM-consumer generated media, applies not only to consumer products, but to anyone selling a product into today's 2.0 world.
I highly recommend this book and look forward to his next piece of work.
Rating: - Blackshaw presents a solid argument about the increasing power of the customer - though angry customers don't ALWAYS tell 3,000.
One of the fascinating by-products of the internet age is how consumers have commandeered an increasing amount of power in the marketplace equation. If in the 1970s, the marketspace was where nobody could hear you scream, today the Blogosphere and the attendant media is a place where we can hear everything, and a compelling YouTube video (the dead mouse in the cereal packet)can become the retailer's worst nightmare. What do you say when your PR assistant tells you: "We're up to 2 million hits on the dead mouse. ... Read More
Rating: - An Authoritative Read on Building Credibility
Credibility is the lifeblood of an organization, and Pete Blackshaw's six drivers of credibility should be indelibly etched onto the reverse of every CEO's business card. They are the essentials of brand and corporate trustworthiness and they are the foundation for Pete's new book, "Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000"--absolute must reading for every one of those CEOs, every front-line/online company spokesperson and, for that matter, anyone within an organization that truly cares ... Read More
Related Categories:
| |
 |
