100,000 Customers Tell Retailers Where to Go

T. Scott Gross and BIGresearch Report on the State of the Consumer

"When Customers Talk," the final installment of T. Scott Gross customer service trilogy will be in bookstores and available online starting today. Gross worked with BIGresearch to evaluate the responses of over 100,000 consumers in this groundbreaking work, detailing the current state of the consumer market. For marketers the timing couldn't be better, with many of the nation's largest organizations announcing "The Consumer is Boss" and embarking on a quest to develop radically new methods for understanding consumers and communicating with them more effectively.

"Within the last 30 days the American Marketing Association redefined marketing to focus on the consumer and P&G announced April 23rd, 2005 the 'Consumer Is Boss Day.' In our new book consumers have shared their feelings towards marketers and retailers, and we detail what it takes to please them, tell you who customers say are doing a good job, and also what drives them away," said T. Scott Gross.

"Knowing the consumer market better can be the difference between success and failure in today's competitive retail market," said Gary Drenik of BIGresearch. "This holiday season only 12% of consumers say they will spend more than last year. Knowing who they are and attracting them to your store is critical for a successful holiday selling season. The top 4 stores where these spenders outnumber those who plan to spend less are Wal-Mart, Kohl's, Target, and Macy's," said Drenik.

For more information, visit: www.whencustomerstalk.com T. Scott Gross is an internationally renowned expert, Certified Professional Speaker, trainer, and consultant on managing the customer service issues experience, who just happens to be funny. Motivating the troops and consulting with such firms as Southwest Airlines, FedEx, Ford, Sears, Subway, Wal-Mart, Honda, Marriott, and Sysco, are all in a day's travel for Gross. A celebrated speaker, he addresses complex issues in simple, memorable terms designed to make his listeners "laugh... and think." www.tscottgross.com BIGresearch is a market intelligence firm providing analysis of consumer behavior in the areas of retail, politics and media. The syndicated Consumer Intentions and Actions Survey (CIA) monitors the pulse of more than 7,000 consumers each month to identify opportunities in a fragmented and changing marketplace. BIGresearch's methodology provides the most accurate consumer information in the industry with a margin of error of +/- 1 percent. www.bigresearch.com.