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. Gross partners with consumer researcher Joe Pilotta ...
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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. 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.
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Seller's Description:
Very good. Bumped edges. Slight scratches to cover. Sun Damage to edge of pages. Appears unread, may have minor damage from transit/storage. Next working day dispatch from the UK (Mon-Fri). Please contact us with any queries.
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Seller's Description:
Fair. A copy that has been read, but remains in clean condition. All pages are solid. the cover is intact, but may show scuffs or light creases, as well as a possible rolled corner. The spine may show signs of wear. Pages may include limited notes and highlighting, The former owner may have written their name inside the front or back cover. The cover has curled corners.
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Very good. Signed. Signed by author. Very nice copy. Pages are clean and unmarked. Binding is solid. 100% satisfaction guaranteed. Ships quickly. Thanks for looking! !
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Very good. A well-cared-for item that has seen limited use but remains in great condition. The item is complete, unmarked, and undamaged, but may show some limited signs of wear. Item works perfectly. Pages are intact and not marred by notes or highlighting. The spine is undamaged.
