Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000: Running a Business in Today's Consumer-Driven WorldIn todays Internet driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer generated media"blogs, social networking pages, message boards, product review siteseven a single disgruntled customer can broadcast his complaints to an audience of millions. Blackshaw shows managers, marketers, and business leaders how to establish and maintain credibility for their brand by being authentic,