ARE YOU DOING IT RIGHT ? HB

We learn from life’s experiences, and we are guided by those lessons in the course of our life. Today’s businesses are all about creating positive experiences in a customer’s mind. According to one report 62 percent of global consumers have stopped doing business with a brand or organisation due to a poor experience. It is also said that repeat purchases by customers are 67 percent more than new purchases by first time customers. Are You Doing It Right shows one how to keep the customers coming back that makes businesses succeed. Writing and explaining theories of management through real life stories from personal experience is Sujit Sengupta’s forte. His first book Seize the Opportunity Open the Champagne on Leadership, Marketing, Sales and After Sales Service had been received well with good reviews from readers. Now he has thought of compiling all the aspects of Service Industry from his long experience in this area. ‘Experiences, they’re what we live for.’ This second one is a handbook for service providers – be they after sales service personnel of consumer durables or people working in businesses like hospitality, hospitals or service delivery sectors that thrive on people’s experiences. And once again the lessons are dotted with events from his personal life, making it clear to these service providers the different experiences from good and bad practices. These easy narrations will help them perform better in their work.