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Retails of the Unexpected

Retails of the Unexpected


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About the Book

Mark Bradley's book Retails of the Unexpected continues his unique service travelogue with a collection of essays, articles and real customer experiences. With a foreword from PY Gerbeau, the author further explores the UK's continuing struggle with the concept of good customer service from his perspective as 'customer'. The book contains a selection of Mark's articles from the Yorkshire Post, Customer Strategy and elsewhere as well as some extended essays on the UK's perennial struggle to raise and maintain the profile of customer service. From retail, via tourism, public transport, the environment and beyond, Retails of the Unexpected underlines with heavy pencil the strategic, tactical and cultural value of spending significant time in the customer's shoes. At times laugh-out loud (and at times weep inconsolably) Retails of the Unexpected is a tour of torpor, an odyssey of detachment and an itinerary of indifference.

About the Author :
Mark Bradley is the founder of The Fan Experience Company. He helps sports clubs grow through supporter, customer & community engagement.A former lead assessor for the UK's Unisys / Management Today Service Excellence Awards and Director of Best Practice at Customer Service Network, Mark's philosophy is based on the simple premise of using the customer perspective as a force for change. Mark's entertaining travelogues 'Inconvenience Stores' and 'Retails of the Unexpected' explore the idiosyncrasies of UK customer service through his own experiences, while his co-author credit on 'The Song of the Soul' hints at an obsessive love of music. He is also an occasional contributor to the 'Yorkshire Post', a prolific blogger, an enthusiastic tweeter (@fanexperienceco) and a regular speaker on the UK business scene.

Review :
"If you want to hear the usual old tosh about 'putting customers first' then Mark's not your man. I've heard thousands of people talking about customer service but Mark's the only one with anything useful to say on the subject." - ADRIAN CHILES, TV Presenter


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Product Details
  • ISBN-13: 9781909273382
  • Publisher: Urbane Publications
  • Publisher Imprint: Urbane Publications
  • ISBN-10: 1909273384
  • Publisher Date: 25 Aug 2014
  • Binding: Digital (delivered electronically)


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