|
Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World | 
 enlarge | Author: Pete Blackshaw
Publisher: Tantor Media
Category: Book
List Price: $24.99
Buy New: $13.98
You Save: $11.01 (44%)
New (24) Used (5) from $13.98
Rating:  8 reviews
Sales Rank: 866542
Format: Audiobook, Cd, Unabridged
Media: Audio CD
Edition: Unabridged
Number Of Items: 5
Shipping Weight (lbs): 0.2
Dimensions (in): 6.5 x 5.5 x 1.1
ISBN: 1400107318
Dewey Decimal Number: 658.812
EAN: 9781400107315
ASIN: 1400107318
Publication Date: July 1, 2008
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Shipping: International shipping available
Condition: New American audiobook. Shipped within the US in 4-7 days (expedited) or about 10-14 days (standard). Standard can occasionally be slower so we advise using expedited if quicker delivery is important!
| |
| Also Available In:
| • | Kindle Edition - Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World | | • | Audio CD - Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World | | • | Hardcover - Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World | | • | Audio CD - Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World | | • | Audio Download - Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 (Unabridged) | | • | Unknown Binding - Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 with Headphones (Playaway Adult Nonfiction) |
|
| Similar Items:
|
| Editorial Reviews:
Product Description
New-media pioneer Pete Blackshaw contends that because anyone with a computer can broadcast an opinion to millions and derail a multibillion-dollar company or undermine a global brand, companies today need to build and maintain credibility on every front.
|
| Customer Reviews: Read 3 more reviews...
 The Guy Who Coined the Term Consumer-Generated Media November 28, 2008
Rebecca Lieb (New York, NY USA)
There's no one more qualified to write a book about consumer-generated media (CGM) than Pete Blackshaw, the guy who actually coined the now-ubiquitous term.
"Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000" may not be the only title on the market to deal with CGM, word-of-mouth marketing, and the effect Web-enabled consumer empowerment is having on products, brands, and companies, but it's certainly among the most knowledgeable and authoritative. Blackshaw has deep, deep roots in this stuff, going back to his founding of PlanetFeedback.com, the first online initiative dedicated to listening to consumers.
Theory is one thing, practice is another. One of "Satisfied Customers'" many strengths is backing up such pronouncements with detailed, and often hair-raising, case studies and true stories of CGM gone very, very right (and often the other way) for a wide range of major companies: Toyota, Dell, Nike, Sony, General Motors, Hershey, Unilever, Nestle, Lexus, and Bank of America are just for starters.
Blackshaw's central argument: credibility plus authenticity plus transparency equal success, and that listening to and promptly responding to consumers are an absolutely essential element of doing business, particularly as the world becomes increasingly wired. This is good news and creates new opportunities. "Use it to your advantage, or ignore it at your peril," he warns. "Credibility may not be on your balance sheet, but it's the best asset you've got."
Making the web-made world work for your brand--straight from a pro November 18, 2008
Kelly Mooney
1 out of 1 found this review helpful
The internet has bore a new, authoritative, empowered consumer with ever increasing expectations. These expectations, like it or not, dictate today's marketplace dynamics. Pete Blackshaw is one of the original consumer authorities in this space, and this book is a must read for any marketer struggling to make our web-made world work for a brand, rather than against it.
The message is clear, easy to understand. Have a CEO not yet bullish on the web as a brand builder? She/he will be able to read and digest this book and come away with an understanding of the fundamental importance of the internet, and the tidal wave-like impact of just one angry customer. This book not only underlines the role of the web-empowered consumer, but gives extraordinary accounts of both anger and advocacy, stemming from the power of one, to the power of the masses.
Authenticity. Credibility. Transparency. Listen and respond. These are all traits of a truly open brand.
 Solid and to the point November 11, 2008
BKB (Toronto, ON, Canada)
1 out of 1 found this review helpful
A good read overall and finally an up-to-date synopsis of how terrible customer service has become within corporate structure. I think everybody in the marketing industry recognizes the failures of alot of companies within multiple industries when it comes to customer service in today's internet/digital climate. This book summarizes the challenges and detriment one faces if left unchecked. Unfortunately, most companies still measure customer service by the wrong metrics. Numbers instead of quality and resolution of a customer call. This book helps put the right perspective and emphasis necessary to change that.
Actually, more than 3000 October 3, 2008
J. David Evans (Austin, TX USA)
1 out of 1 found this review helpful
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* a conversation with anyone in earshot. Given the tools now available, the number reached is likely to top 3,000. It's this basic truth that drives social media that makes "Angry Customers" a must-read for contemporary marketers and business leaders.
Not for me September 16, 2008
Charlie B. Nichols
0 out of 3 found this review helpful
The book is great for Marketing people but as a Sales Rep. I was expecting more info on selling, the how to improve info .
|
|
|
SEO and Marketing TipsBETA RELEASE | |
