Gruca Research Is Cited
Bookmark & ShareMay 2, 2008 Source: Forbes
Research shows companies that double down on customer service and store improvements during bad times rebound when the economy comes around. As tempting as it is to save a buck by cutting back when business is slow, studies like those by TOM GRUCA, a University of Iowa business professor, show a strong link between customer satisfaction and revenue over the long term. 
