Satisfied customers tell three friends, angry customers tell 3,000 running a business in today's consumer driven world

Main Author:	Blackshaw, Pete.
Format:	Books Print Book
Language:	English
Published:	New York : Doubleday, c2008.
Edition:	1st ed.
Subjects:	Consumer satisfaction. Customer relations. Organizational effectiveness.

Physical Description:	xiii, 193 p. : ill. ; 22 cm.
Bibliography:	Includes bibliographical references (p. 187) and index.
ISBN:	9780385522724 (hc) 038552272X (hc)
Author Notes:	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.