Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World
Written by: Pete Blackshaw
Editorial Reviews:
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.
If you like "Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World, you might also like ...
Spotlight customer reviews:
Customer Rating:
Summary: WOW, fantastic marketing expertise for 2009
Comment: I was supremely impressed with this book. As a small business owner, after reading "Satisfied Customers Tell Three Friends - Angry Customers Tell 3000," I feel I have far more expertise in knowing how to ask for and deliver feedback and knowing how to get smart on the lifeblood of any business - the customers. Pete Blackshaw's advice on building a brand in the optimal way is enormously insightful. Plus, at the end of the day, isn't this how we all want to live? Authentically, responsibly, thoughtfully, transparently, and trustfully. I gave away twelve copies at Christmas and wish i had dozens more! The incredible feedback I have received on this gift AND the valuable feedback I have received since reading the book prompted this review... many thanks to the author for the killer learning.
Customer Rating:
Summary: A great lesson in listening.
Comment: As a young brand management intern 20 years ago, one of my projects was to monitor the consumer feedback my brand received via the 800-line. Back then, this type of work was viewed as merely administrative - and was given to interns as a way to "cut their teeth" in brand management work without messing up anything of strategic importance.
Today, things are much different. Pete Blackshaw is leading a revolutionary change in how companies monitor and react to customer feedback - and the importance they place on it. He is pioneering unprecedented methods for mining feedback and developing business-building strategies to leverage it - and thus drive ever-improving customer satisfaction and loyalty.
This book is an exhaustive yet easy-to-follow look at how Pete is reshaping the loyalty landscape.
Todd Sebastian
Author, Tell Your Clients Where to Go! A Practical Guide to Providing Passionate Client Leadership
Customer Rating:
Summary: Blackshaw's left brain approach to the fuzzy, "2.0 social realm" makes for a helpful read...
Comment: In his book, Blackshaw offers left-brained insight into doing more than simply reacting to the power of word or mouth, the changing consumer and the quickly evolving social media landscape.
This book is designed to help marketers get what they've wanted all these years -- a better relationship with their customers. Pete Blackshaw's left brain approach to the fuzzy, "2.0 social realm" makes for a helpful read for anyone trying to connect social and metrics.
Customer Rating:
Summary: Satisfied Customers Tell Three Friends, Angry Customers Tell 3000
Comment: Finally an author who understands that a sale is only the beginning.
I am one of those fed up consumers who bitches. I have written, yelled, documented, threatened and cajoled.
Mr. Blackshaw shines a light on an obvious truth! How come it took so long! How come this is not required reading for every CEO who has lost touch!
If it were not for the internet, blogs and Pete Blackshaw, complaining would still be a very lonely business.
Thanks Pete Blackshaw
Customer Rating:
Summary: The Guy Who Coined the Term Consumer-Generated Media
Comment: 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, Nestlé, 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."
Dewey Decimal Number: 658.812
EAN: 9780385522724
ISBN: 038552272X
Label: Broadway Books
Manufacturer: Broadway Books
Number Of Items: 1
Number Of Pages: 208
Publication Date: 2008-07-08
Publisher: Broadway Books
Release Date: 2008-07-08
Studio: Broadway Books
 | Format: Hardcover List Price: $21.95 Our Price: $14.93 Your Save: $ 7.02 ( 32% ) Availability: Usually ships in 24 hours Average Customer Rating:  |
Editorial Reviews:
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.
If you like "Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World, you might also like ...
Spotlight customer reviews:
Customer Rating:
Summary: WOW, fantastic marketing expertise for 2009
Comment: I was supremely impressed with this book. As a small business owner, after reading "Satisfied Customers Tell Three Friends - Angry Customers Tell 3000," I feel I have far more expertise in knowing how to ask for and deliver feedback and knowing how to get smart on the lifeblood of any business - the customers. Pete Blackshaw's advice on building a brand in the optimal way is enormously insightful. Plus, at the end of the day, isn't this how we all want to live? Authentically, responsibly, thoughtfully, transparently, and trustfully. I gave away twelve copies at Christmas and wish i had dozens more! The incredible feedback I have received on this gift AND the valuable feedback I have received since reading the book prompted this review... many thanks to the author for the killer learning.
Customer Rating:
Summary: A great lesson in listening.
Comment: As a young brand management intern 20 years ago, one of my projects was to monitor the consumer feedback my brand received via the 800-line. Back then, this type of work was viewed as merely administrative - and was given to interns as a way to "cut their teeth" in brand management work without messing up anything of strategic importance.
Today, things are much different. Pete Blackshaw is leading a revolutionary change in how companies monitor and react to customer feedback - and the importance they place on it. He is pioneering unprecedented methods for mining feedback and developing business-building strategies to leverage it - and thus drive ever-improving customer satisfaction and loyalty.
This book is an exhaustive yet easy-to-follow look at how Pete is reshaping the loyalty landscape.
Todd Sebastian
Author, Tell Your Clients Where to Go! A Practical Guide to Providing Passionate Client Leadership
Customer Rating:
Summary: Blackshaw's left brain approach to the fuzzy, "2.0 social realm" makes for a helpful read...
Comment: In his book, Blackshaw offers left-brained insight into doing more than simply reacting to the power of word or mouth, the changing consumer and the quickly evolving social media landscape.
This book is designed to help marketers get what they've wanted all these years -- a better relationship with their customers. Pete Blackshaw's left brain approach to the fuzzy, "2.0 social realm" makes for a helpful read for anyone trying to connect social and metrics.
Customer Rating:
Summary: Satisfied Customers Tell Three Friends, Angry Customers Tell 3000
Comment: Finally an author who understands that a sale is only the beginning.
I am one of those fed up consumers who bitches. I have written, yelled, documented, threatened and cajoled.
Mr. Blackshaw shines a light on an obvious truth! How come it took so long! How come this is not required reading for every CEO who has lost touch!
If it were not for the internet, blogs and Pete Blackshaw, complaining would still be a very lonely business.
Thanks Pete Blackshaw
Customer Rating:
Summary: The Guy Who Coined the Term Consumer-Generated Media
Comment: 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, Nestlé, 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."
Technical Details
Binding: HardcoverDewey Decimal Number: 658.812
EAN: 9780385522724
ISBN: 038552272X
Label: Broadway Books
Manufacturer: Broadway Books
Number Of Items: 1
Number Of Pages: 208
Publication Date: 2008-07-08
Publisher: Broadway Books
Release Date: 2008-07-08
Studio: Broadway Books
