Speed Read - Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 – running a business in today’s consumer-driven world

Geoffrey Precourt

This article summarises the book 'Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a business in today's consumer-driven world', by Pete Blackshaw (Doubleday, 2008).

Speed Read - Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a business in today’s consumer-driven world

Pete Blackshaw, Doubleday, 2008 (view on Amazon)

Introduction

Pete Blackshaw is the co-leader of Procter & Gamble’s first interactive marketing team and current executive vice president of strategic services at Nielsen Online. His book focuses on a new phenomenon he calls “Consumer-Generated Media (CGM)”, which he terms “the currency of a new commercial relationship between businesses and consumers.”

He describes an “endless stream of comments, opinions, emotions and personal stories” about products, brands, and services - “a never-ending...

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