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Home > Business & Economics > Marketing - General > Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000-eBook

Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000

Blackshaw, Pete

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Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000

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.

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Title of ebook: Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000
ISBN: 9780385526753
Publisher: Doubleday Publishing
Internet download file size: 416 kb
Pages: 208
Released online for download: 07-08-2008
Author of eBook: Blackshaw, Pete

Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000

Running a Business in Today's Consumer-Driven World
Chapter 1
The Credibility of the Commons and the Core Credibility Drivers

In his famous treatise "The Tragedy of the Commons," Garrett Hardin demonstrates the fundamental conflict between individual interests and the common good. Hardin describes how, when a plot of land is commonly available to all the farmers in a village, one farmer after another brings his livestock to graze, blind to the inevitable consequence of depleting the land through overgrazing. Writes Hardin:

Adding together the component partial utilities, the rational herdsman concludes that the only sensible course for him to pursue is to add another animal to his herd. And another. . . . But this is the conclusion reach ... read full excerpt from Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 ebook