Improving Healthcare & Retail Customer Experiences - Paperback

by Theresa M. Gargano-Adamski (Author)

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.