MediaBlather » wordofmouth http://mediablather.com Interviews and Insights on the Changing Media World Sat, 22 Jan 2011 14:35:38 +0000 en hourly 1 http://wordpress.org/?v=3.0.2 85: The Voice of the Customer http://mediablather.com/85-the-voice-of-the-customer.html http://mediablather.com/85-the-voice-of-the-customer.html#comments Mon, 29 Dec 2008 23:43:44 +0000 admin http://mediablather.wordpress.com/?p=207 pete_blackshawPeter Blackshaw has led the charge in consumer generated media.  A cofounder of the Word of Mouth Marketing Association and the consumer advocacy website planetfeedback, Blackshaw is also a prolific writer who is contributes regularly to Ad Age, ClickZ and several blogs.  He’s also the author of a new book, Satisfied Customers Tell Three Friends, Angry Customers Tell 3000, in which he documents the multiplier effect of word-of-mouth communications.

And that’s in his spare time.  Blackshaw is better known to many people is the executive vice president of Nielsen Online Digital Strategic Services, a group that helps companies develop online strategies.  Branding in the age of conversation is nothing like it was in the days of one-way communications, he says.  Today, brands are developed cooperatively in discussions with customers whose feedback needs to be seriously considered and incorporated into a company’s message.  He talks with David and Paul about some of the more common mistakes marketers make and also who’s getting it right.

Download the podcast here  (20:39)

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