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

Anyone with a computer can now broadcast an opinion to millions and derail a multibillion-dollar corporation! As a result, says this new-media pioneer, companies must build and maintain credibility on every front. He offers a clear strategy to sustain a competitive advantage by creating enduring, loyal relationships with today's consumers. "James's narration is evenly paced and clearly enunciated... powerful."—AudioFile