SATISFIED CUSTOMERS TELL THREE FRIENDS, ANGRY CUSTOMERS TELL 3,000 Running a Business in Today's Consumer-Driven World

Keeping an eye on customer-generated feedback, or “CGM,” is the key to good business. Blackshaw aims to tell companies how to monitor and react to such feedback. He recommends regular research on blogs and websites, as well as the use of surveys, as ways to learn about customers' reactions to one’s company or business. Lloyd James’s narration is evenly paced and clearly enunciated, especially as he delivers all the lists in this book. Blackshaw recounts many stories of practices that provided negative publicity for businesses, and refers them to more than once, illustrating himself the actions of dissatisfied customers. The concept of the potential damage resulting from negative publicity is especially powerful in James’s strong narration. M.B.K. © AudioFile 2008, Portland, Maine [Published: OCTOBER 2008]