Satisfied customers tell three friends, angry customers tell 3,000 running a business in today's consumer driven world - Blackshaw, Pete (New York Doubleday, 2008)
The credibility of the commons and the core credibility drivers -- The consumer's the boss : today's new consumer-generated world -- Measuring CGM -- Not all marketers are liars : marketing and advertising with credibility -- Postcards from the welcome mat : credibility and your web site -- This company may be monitored for quality purposes : credibility in your product -- No place to hide : credibility and the CEO -- The neglected stepchild : consumer affairs -- When your company is googled : troubleshooting.
Keywords: Consumer satisfaction; Customer relations; Organizational effectiveness