MANY HAPPIER RETURNS

摘要

If you're like me, you'll spend a lot of time visiting Australia from your living room this September, courtesy of the Summer Olympics in Sydney. As a result, I think it's only appropriate that this month's column deals with a boomerang effect. Known as customer returns, this effect is becoming a bigger part of almost every manufacturer's business life as an increasing number of customers exercise the prerogative to change their minds after the sale.