Dr. Audrey Guskey is the host and creator of Consumer $ense. She is one of the nation’s leading consumer trends experts, appearing in over 3,000 TV, radio, newspaper, and magazine interviews including: Fox News Channel, CNN, MSNBC, CBS Morning Show, The Wall Street Journal, Fortune, Newsweek, Time, US News & World Report, USA Today. New York Times, Smart Money Magazine, Reader’s Digest, and Ladies Home Journal. Dr. Guskey was a regular contributor on the Fox News Channel’s Morning Show with Mike and Juliet.
Dr. Guskey has been an award winning marketing professor at Duquesne University for 30 years. Her consulting clients include: General Motors, McDonald’s, United Way, the Pittsburgh Steelers, Penguins, and Pirates, Pittsburgh Brewing Company, Fed Ex Ground, KDKA-TV, Highmark, Westinghouse, and Bayer.
As the first recipient of the Distinguished Marketing Educator of the Year by the Pittsburgh chapter of the American Marketing Association, she was inducted into The Marketing Hall of Fame the same year the Big Mac. She was one of the fifty finalists for The Apprentice.
Completing her latest book, Itching for Better Service? HELP YOURSELF! she provides practical rules and tools for customers to get the service that they deserve. The book includes 1,540 consumer stories which tell strategies of how consumers got better service. These stories morphed into ten ITCHES: WHICH? NICHE, PITCH, BEWITCH, HITCH, ENRICH, GLITCH, BITCH! SNITCH, and DITCH & SWITCH.
Dr. Guskey received her MBA and Ph.D. in Marketing and Consumer Behavior from the University of Pittsburgh.
Itching for Better Service? HELP YOURSELF! by Dr. Audrey Guskey
We are all itching for better service. We are paying a high price for services, yet we feel we don’t get our money’s worth. We don’t get the service we deserve. So how do we get companies to indulge us with special VIP treatment? How do we get companies to treat us like their favorite customer? If you are itching for better service – HELP YOURSELF! Use this book’s Service Rules and scratch that consumer itch to get satisfaction!
Itching for Better Service? HELP YOURSELF! provides practical rules and tools to get the service you deserve. You will learn how to take control of your customer service experiences to save time, money, and aggravation in the marketplace.
For over 25 years, Dr. Audrey Guskey has been conducting research on customer service, collecting and analyzing 1,540 consumer stories which tell strategies of how consumers got better service. These stories morphed into ten ITCHES: WHICH? NICHE, PITCH, BEWITCH, HITCH, ENRICH, GLITCH, BITCH! SNITCH, and DITCH & SWITCH. Within each of these itches are Service Rules such as: What’s it worth to you? Tell your story. Act the part. Make a friend. Be out of sync. Stop the twitch. Complain right. Create a buzz.