Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless : How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know
Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert satisfied customers into loyal customers.
To longtime sales and customer-service pro Jeffrey Gitomer, boasting about a near-perfect customer-satisfaction rating of 97.5 percent is a major mistake. "That means 2.5 percent of your customers are mad and they're telling everyone. And 97.5 percent of your customers will shop anyplace the next time they go to market for your product or service." Based on a philosophy that's been developed through his syndicated business columns and the more than 150 seminars that he gives each year to companies such as Radisson, Sony, NationsBank, and Time Warner Cable, the book outlines his formula for making customers so faithful they "will fight before they switch--and they will proactively refer people to buy from you." Regularly employing oversized type in screaming bold fonts to grab the reader's attention, Gitomer breathlessly recounts his start-to-finish approach to becoming "memorable" to consumers along with illustrative tales of his own encounters with particularly egregious examples of poor service. All of this is bolstered by an ongoing sampling of his inspirational quips and a variety of self-evaluating quizzes designed to pinpoint individual strengths and weaknesses. Take a deep breath, read it straight through, and prepare to delight thy customer! --Howard Rothman
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Additional Product Information
- ISBN: 9781885167309
- Brand: N/A
- Reviews: Read Reviews | Write a Review
761 ![]() 761 reviews |
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9,713 ![]() 9,713 reviews |
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| From: Amazon Posted: Sep 03, 2008 Type: User Review |
Easy read and to the point
The author has a good understanding of what customers want, what customers demand. It's an easy read with solutions to day to day challenges.
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| From: Amazon Posted: Jul 25, 2008 Type: User Review |
Are your customers satisfied, or loyal?
The difference between a satisfied customer and a loyal customer is; one MIGHT do business with you again and MIGHT refer others to you, the other WILL do business with you again and CAN'T WAIT to tell others about your business. Of course this is...
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| From: Amazon Posted: Jul 03, 2008 Type: User Review |
Customer Satisfaction is Worthless Customer Loyalty is Priceless
I would highly recommend this book if you are looking to change your organization from Customer Satifaction to Customer Loyalty. This book is easy to read and helps you understand what Customer Loyalty really is. I would suggest it for any one...
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| From: Amazon Posted: Jun 23, 2008 Type: User Review |
the best service
the book is a roadmap to better understand the importance of the customer loyalty and how get it.
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| From: Amazon Posted: Jun 08, 2008 Type: User Review |
Fantastic mini-course on developing service related loyalty
Jeff has done it again!
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