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When Customers Talk… Turn What They Tell You into Sales

When Customers Talk… Turn What They Tell You into Sales by T. Scott Gross
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US$ 18.95
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What do customers really want? Not all retailers are in the habit of listening when customers talk. They can do better, according to master customer service speaker, author, and consultant T. Scott Gross. In fact, research shows that unhappy customers talk about negative experiences for an average of 18 months. Once they have a bad experience, it will take 12 positive experiences to make up for it. However, if a complaint is resolved, count on an intensely loyal customer.
In When Customers Talk, the third volume in his customer service series, Gross partners with consumer researcher Joe Pilotta from BIGresearch to draw conclusions for frontline retailers and managers based on the insights of 100,000 retail customers. This approachable, must-have guide offers detailed insights to help retailers learn how to anticipate customer needs and take advantage of emerging trends.
Dearborn Trade Publishing; November 2004
227 pages; ISBN 9781597341639
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Title: When Customers Talk… Turn What They Tell You into Sales
Author: T. Scott Gross; Joe Pilotta