T. Scott Gross & Company Inc. :: Motivational Keynote Speaker & Management Training Consultant

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. Back to top
· 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. Back to top
· How important is price in their consideration of a retail experience? Surprisingly, it came in third, with knowledgeable, available sales staff as number one. Back to top
· What is the best idea business leaders will learn from this survey? Always ask your customer how you are doing! Back to top