Satisfied customers tell three friends

Here's a book I just read called: Satisfied Customers tell three friends, Angry Customers tell 3,000 by Pete Blackshaw. The dominant theme of the book surrounds Consumer-Generated Media (CGM), which is used to describe customer behaviors - specifically those of the online generation. What I like about this book is that it is a quick introduction into CGM that you can read over a rainy weekend. I'd suggest bloggers, website producers, call-center agents and professional writers who're just getting started with their online presence would be the best suited to read this book.



Three things I learned from the book:
1) Better measurement of my online blog. Lots of tips to help you track the success and importance of your blog in relation to other online media.
2) Finding the Love Spot. This is what Blackshaw describes as the moment a customer falls in love with the product/brand. It is never forced. AKA: word-of-mouth marketing.
3) The Credibility Quadrant. Helps map marketing strategies to measure credibility in the eyes of consumers. The quadrant is made up of Consumer Acceptance vs Brand Control with Branded websites, Contact Us and Feedback being the best within the quadrant and Stealth Marketing capturing the worst marketable visibility. Doesn't work for all companies.