When Customers Talk « T. Scott Gross

When Customers Talk

When Customers Talk – Frequently Asked Questions

Question
· How was the research for this book attained? · How many chances are retailers given for poor service before they lose a customer, according to the survey? · How important is price in their consideration of a retail experience? · What is the best idea business leaders will learn from this survey?

Answer

· How was the research for this book attained?

BIGresearch, a market intelligence firm, conducted an online survey of over 100,000 retail consumers whose responses related to service, pricing, habits and what they look for in a shopping experience.

· How many chances are retailers given for poor service before they lose a customer, according to the survey?

After only two poor service experiences, 57% will go elsewhere.

· How important is price in their consideration of a retail experience?

Surprisingly, it came in third, with knowledgeable, available sales staff as number one.

· What is the best idea business leaders will learn from this survey?

Always ask your customer how you are doing!

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