Invisible: How Millennials Are Changing the Way We Sell

T. Scott Gross

Published by Triple Nickel Press, 2012
ISBN 10: 098330209X / ISBN 13: 9780983302094
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Synopsis: Winner--2012 USA Book News Best Book Award

Meet the Millennials: born after 1975, they are a new generation of consumers with extraordinary buying power. With a mantra of 'My Way, Right Away, Why Pay,' they expect sales staff to be simultaneously available and invisible. But how do you disappear and still deliver quality service? T. Scott Gross tackles this apparent contradiction with a powerful approach. Learn how to increase your organization's success with Millennials, in addition to the Gen Xers, Boomers, and Traditionalists that preceded them.

About the Author: T. Scott Gross is more than a writer who speaks; he literally has been there and done that! A veteran of the hospitality industry, audiences everywhere respect Scott as an entrepreneur who knows what it is like to make payroll every Friday.

Best known for his first book, Positively Outrageous Service, now in its second edition, sold worldwide in a multitude of languages, Scott continues to delight audiences with his subtle humor, masterful storytelling, and take-home value, challenging them to make work fun. His subsequent books, thirteen in all, validate the need -- and rewards -- of delivering a customer service experience so positive that your customers become your best marketing tool.

Commissioned to predict the future of customer service, Scott was led to study the Gen Y and X genre through surveys and focus groups. After completing a White Paper for Sitel, Inc., Scott believes that the delivery of service, sales, and marketing in the future will be invisible, as that is the choice of the digital generations, whose mantra is My Way, Right Away, Why Pay?

Scott is a regular blogger for Forbes.com, and his client list is as diverse as the Fortune 500, including such respected companies as Southwest Airlines, Ford, and Walmart. Presenting to audiences from as small as six to over three thousand, Scott has chosen to hone his skills in more diverse territories. He has served as a First Responder (EMT-B) in his small community of Kerrville, where he currently is serving his third term as a city council member. When not on the road, Scott intends to live life to its fullest, always making a difference!

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Title: Invisible: How Millennials Are Changing the ...
Publisher: Triple Nickel Press
Publication Date: 2012
Binding: Hardcover
Book Condition: Good

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