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When Customers Talk Turn What They Tell You into Sales by T. Scott Gross
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    Specifications

    Category Type
    Marketing & Sales
    ISBN
    793195195
    Item EAN
    2724332724721
    People
    Author
    Scott Gross
    People
    Publisher
    Kaplan Publishing
    Category Type
    Marketing & Sales
    ISBN
    793195195
    Item EAN
    2724332724721
    People
    Author
    Scott Gross
    People
    Publisher
    Kaplan Publishing
    Languages and countries
    Language of the text
    English
    Read more
  •  

    Description:

    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

    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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