Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000
I recently sat down with Steve McClellan at Adweek to discuss my new book, “Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000.” Check out the video interview here, where I discuss the importance of consumer loyalty to a brand’s strategy and how maintaining a brand’s credibility and listening closely to consumers can foster that loyalty. (Disclosure: Adweek’s parent, The Nielsen Company, is also the parent of Nielsen Online.)
Tags: cgm, customer satisfaction, Pete Blackshaw
