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

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Write The First Customer Review

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 ...

When Customers Talk... Turn What They Tell You Into Sales 2005, Kaplan Publishing, Chicago, IL

ISBN-13: 9780793195190

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