I’m incredibly excited to announce today's release of my very first book, “Satisfied Customers Tell Three Friends, Angry Customers Tell 3000: Running a Business in a Consumer-Driven World.” Published by Doubleday Business, the book is now available in most major bookstores as well as Amazon.com and other online venues.
The book’s core question is critically important, and one I’ve been thinking about since testing new feedback models in the California legislature back in the early 1990s (and all the way up through my tenure today at Nielsen Online): how to establish and maintain credibility by being authentic, listening and responding to customers, and forming relationships built on openness, transparency, and trust. The growth of the web, and the unprecedented power and leverage it provides consumers, puts this question in a unique, if not urgent, context. This Q&A from Sunday's Edition of the Cincinnati Enquirer provides helpful background on the book themes.
Ongoing Participation: Beyond just reading the book, I also hope you will participate in a sustained conversation and debate about its themes. Toward that end, I’ve created a website entitled Tell3000.com that provides key resources, open-forums, video reviews, and most importantly, a series of audio-based consumer interviews about brand experiences that I hope to update nearly every day. Here’s the short list of ways you can stay involved.
- Join Me at a New York, Cincinnati, Chicago, San Francisco, or Pasadena (My Home Town) Event. All events will be posted here.
- Send ideas or suggestions for my new bi-weekly column in Ag Age about the symbiotic relationship between “service and marketing.” Here's my last article. Send to the following.
- Share your candid (even critical) reviews, or join a discussion forum related to the book themes, on Amazon.
A much longer list is cited in my book, but an enormous and grateful thanks to all of those who provided support and encouragement, especially my wife Erika (who's featured in this "day before launch" commemorative photo along with my three kids: Liam, Leila, and Sophia.)