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"An insightful and refreshing look at the way consumers and retailers interact in this modern age.”

Sir Stuart Rose,
Chairman of Marks & Spencer plc

All royalties to The Princes' Trust

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Testimonials

 

“An insightful and refreshing look at the way consumers and retailers interact in this modern age.”

Sir Stuart Rose, Chairman of Marks & Spencer plc


“This is a charming book about shopping and the manners and justice associated with it. Terry Green understands that an orderly queue is the most democratic of institutions. His passion for the correct protocol is both endearing and illuminating. We’d like him now to run for Parliament.”

Paco Underhill, CEO of Envirosell Inc., author of Why We Buy and What Women Want


“Terry Green offers a fun, rollicking tour of waiting lines, as experienced by all of us, and shows how technology, perspiration and inspiration can combine to make queueing a much better experience than we might be used to.”

Richard C. Larson, Mitsui Professor of Engineering Systems, Massachusetts Institute of Technology


“Terry emphasises the importance of placing customer experience at the very heart of a retailer’s or a bank’s business model. You’re Next contains many practical ideas on how to achieve this.”

Mike Amato, Director of Global Customer Transformation, Barclays Bank plc


“In a world where much pabulum exists about ‘customer experience,’ Terry does a superb job analysing customer behaviour, and revealing how companies can be relevant to today’s customers. Terry’s commentary is as entertaining as it is prescriptive. A joy to read and even better to apply.”

James S. Greene, Vice President, Worldwide Partner Organization / Global Head of Strategic Partner Organization, Cisco Systems

 

“Terry can explain how from a very simple idea we can dramatically improve the customer experience as well as recognise that there is indeed ‘value in waiting.’”

Richard Newland, global head of network development & design, HSBC Holdings plc

 

“Terry Green was one of the first people to recognise the potential of a smart queueing system and Argos saw the value it would bring to improving customer service. This book is a valuable read for anybody who is interested in understanding and managing the customer experience in-store."

Terry Duddy, Chief Executive, Home Retail Group

 

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