Ntention Economy: When Customers Take Charge

Take the next step in your career by earning your CompTIA Network+ certification the faster, smarter way. This innovative, high-energy guide makes the most of your study time by teaching exactly what you need for the Network+ exam.

Survey of more than 100,000 consumers reveals how they want to be treated, and the way they want to buy.
What do customers really want? Not all retailers are in the habit of listening when customers talk. They can do better, according to master customer service speaker, author, and consultant T. Scott Gross. In fact, research shows that unhappy customers talk about negative experiences for an average of 18 months. Once they have a bad experience, it will take 12 positive experiences to make up for it. However, if a complaint is resolved, count on an intensely loyal customer.

One of the hallmark's of Brian Tracy's philosophy is that you are 100% responsible for the results in your life. While Brian Tracy has discussed this philosophy since the 1980's, it is increasingly out of place in our current cultural moment. Today there are numerous voices telling you that any of your struggles or challenges are due to other people or societal conditions that are beyond your control. But, as you'll read in this life-changing book, the philosophy of complaint and "blaming others" is ultimately a dead-end path that leads to despair.