When customers are disappointed with a product or service at any touchpoint along their journey, they tend to tell more people about their experience than when they are pleased.
This refreshingly candid book offers easy-to-implement ways that managers of healthcare and retail organizations can delight their customers.
If managers accomplish this Job 1 task, their customers will not only return, but will also become ambassadors of that product or service.
Improving healthcare & retail customer experiences, paperback/Theresa M. Gargano-adamski
