When Customers Talk... Turn What They Tell You into Sales

✍ Scribed by T. Scott Gross

• Publisher: Kaplan Business
• Year: 2004
• Tongue: English
• Leaves: 227
• Category: Library

✦ Synopsis

Your Customers Are Talking…We’ve Been Listening!

In the final installment of his customer service trilogy, T. Scott Gross has partnered with the leading consumer market intelligence firm BIGresearch to find out how retailers don’t listen to their customers—and what they risk by ignoring what their customers want. BIGresearch surveyed 100,000 retail customers, and their valuable feedback on service, pricing, habits, and what they look for in a shopping experience are presented for the first time in When Customers Talk.

Their insights will help you anticipate customers’ needs and use emerging trends to your advantage. You’ll learn how to attract and retain profitable customers and effectively beat the competition. Here are just a few topics:

В· Discover how customers view chain retailers differently than small operations.

В·

✦ Table of Contents

Cover......Page 1
OTHER BOOKS BY T. SCOTT GROSS......Page 3
Copyright......Page 5
PRAISE FOR WHEN CUSTOMERS TALK......Page 6
Contents......Page 8
Preface......Page 9
1 WE SEE TOMORROW......Page 14
2 FOREKNOWLEDGE......Page 22
3 THE BIG IDEA......Page 44
4 THE PHYSICAL AND METAPHYSICAL COMPONENTS......Page 54
5 HOW TO LISTEN TO YOUR CUSTOMERS......Page 74
6 HOW CUSTOMERS WANT TO BE SERVED......Page 104
7 ENGINEER THE EXPERIENCE......Page 126
8 RETAILERS AND SERVICE......Page 154
9 ON THE HORIZON......Page 174
10 CLICHÉ OR REALITY?......Page 198
Index......Page 210
An Invitation......Page 216
About the Authors......Page 217
Back cover......Page 226
Spine......Page 227