Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World

Blackshaw, Pete

ISBN 10: 038552272X / ISBN 13: 9780385522724

Published by Crown Business, 2008

About this Item

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Seller Inventory # Q-038552272X

Bibliographic Details

• Title: Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World
• Publisher: Crown Business
• Publication Date: 2008
• Language: English
• ISBN 10: 038552272X
• ISBN 13: 9780385522724
• Binding: hardcover
• Condition: New

About this title

Synopsis

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.

About the Author

PETE BLACKSHAW is executive vice president of strategic services at Nielsen Online. A former coleader of interactive marketing at Procter & Gamble and a graduate of University of California at Santa Cruz, and then Harvard Business School, he has been on the cutting edge of online media, consumer opinion, and word-of-mouth behavior for more than a decade, and is quoted frequently in the media. He lives in Cincinnati, Ohio.