Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World

Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven World - Pete Blackshaw I blogged about it in my "scratch pad" blog here. While it is mostly a book for businesses, I think it has a lesson or two for libraries and librarians as well, which is why I picked it up and ended up reading it. I borrowed it from my library.