Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 Cincom Contact Center Insights

Guest: Pete Blackshaw, VP of Strategic Services, Nielsen Online

Pete Blackshaw is Executive VP of Strategic Services, Nielsen Online, interactive marketing expert and author of the just-released book, “Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World.”

In today’s internet-driven and instant-communication world, customers have more power than ever, and they’re using it. Through what Pete 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.

In his book Pete reveals strategies to influence the voice of the customer that will ultimately build your brand or tear it down. He shows managers, marketers, and business leaders how to establish and maintain credibility for their brand.

This audio podcast explores some of the hot topics covered in his book and a recent webcast. View the recorded 60-minute webcast at http://www.cincom.com/blackshaw

Also check out Pete’s new web site, http://www.TELL3000.com which has tons of great resources and links for ordering his new book.