You’re Next!: How One Company Changed the Wat We Shop

Description

You're Next! Ever been stressed trying to get noticed by the people supposed to be serving you? Tried to work out how to get served in a bank? Put down your basket in frustration and left the supermarket without buying? The High Street is in crisis. As more and more transactions migrate on line customers need strong positive experiences to persuade them to shop in physical stores. Customers need to understand how stores fit into the multi-channel environment and banks and retailers need to work out how to deliver great customer experience without it costing a fortune. Terry Green, the voice and co-inventor of Cashier Number Three Please , one of the pioneers who has helped organisations deliver fairer, faster service, examines the psychology and mathematics of delivering great customer experience and how organisations can gain competitive advantage from serving us right. Right now, one out of every four customers in your stores is ready to leave without buying and never come back because of what they feel about their customer experience how are you going to make it right? ISBN:9789814302616