SAN JOSE, Calif. -- Supermarket delis should stop concentrating on price and, instead, set out to provide "wow" customer service.
That was the message conveyed by T. Scott Gross, author of "Positively Outrageous Service," while speaking at the International Dairy-Deli-Bakery Association's seminar and exposition here last week. Gross said stressed-out customers today don't care as much about price as they do about a pleasant experience.
"They're buying an experience, not stuff," Gross said. ...
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