In When Customers Talk, 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:

  • Discover how customers’ view impressions of chain retailers differently from small operations

  • Create an atmosphere that encourages customers to open their wallet

  • Explore the "disconnect" between retailers’ and customers’ attitudes

  • Learn why customers don’t buy can be just as important as why they do

  • Find out why you’ll get meaningless answers if you don’t ask customers all the right questions.


 

About the Authors

T. Scott Gross is an internationally renowned expert: Certified Professional Speaker, trainer, and consultant on managing the customer service issues experience, who just happens to be funny. Motivating the troops and consulting with such firms as Southwest Airlines, FedEx, Ford, Sears, Subway, Wal-Mart, Honda, Marriott, and Sysco, are all in a day’s travel for Gross. A celebrated speaker, he addresses complex issues in simple, memorable terms designed to make his listeners “laugh…and think.” 


BIGresearch is a market intelligence firm providing analysis of consumer behavior in the areas of retail, politics and media. The syndicated Consumer Intentions and Actions Survey (CIA) monitors the pulse of more than 7,000 consumers each month to identify opportunities in a fragmented and changing marketplace. BIGresearch's methodology provides the most accurate consumer information in the industry with a margin of error of +/- 1 percent.