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November 01 , 2009

Retails of the Unexpected


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.

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