Cincom Contact Center Insights

Randy Saunders

Best Practices in Customer Service. Sharing strategies and techniques top organizations utilize to deliver outstanding customer experiences.

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Cincom Contact Center Insights

Episodes (12)

Jul 14, 2008 Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000
Apr 14, 2008 Operation Impact: Addressing the daily struggles of the frontline manager
Mar 6, 2008 Trent Fulcher speaks on Customer Experience and the Contact Center

Cincom Contact Center Insights

Jul 14, 2008
17¼ minutes
11 MB

Guest: Pete Blackshaw, VP of Strategic Services, Nielsen Online Pete Blackshaw is Executive VP of Strategic Services, Nielsen Online, interactive marketing expert and author of the just-released book, “Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World.” In today’s internet-driven and instant-communication world, customers have more power than ever, and they’re using it. Through what Pete calls "consumer-generated media"—blogs, social networking pages, message boards, product review sites—even a single disgruntled customer can broadcast his complaints to an audience of millions. In his book Pete reveals...

Cincom Contact Center Insights

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

Randy Saunders

00:00 -17:11