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Customer Satisfaction Is Worthless Customer Loyalty Is Priceless
A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.
Hardcover, 288 pages
Published
August 25th 1998
by Bard Press (TX)
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Overall: This book was a great eye opener for the attitude I should have at EastLake and about Groups and helped “up the bar” or the goals for Groups – not just a number of total Groups with a general satisfaction – but getting people to by loyal to Groups so they’d choose Groups over other extra curricular activities.
Caveat: I had strong disagreement with portions of the book, specifically the “You are the most important person in the world” and “Name it/Claim it,” type sections. ...more
Caveat: I had strong disagreement with portions of the book, specifically the “You are the most important person in the world” and “Name it/Claim it,” type sections. ...more
If you are in the customer service industry, then this book is written for you.
Gitomer, in his typically forward manner, breaks down the components of why "customer satisfaction" has failed. And he then builds a case for why "customer loyalty" is the only way to run a business.
Gitomer, in his typically forward manner, breaks down the components of why "customer satisfaction" has failed. And he then builds a case for why "customer loyalty" is the only way to run a business.
Anyone with a business or working in customer service should read this. This book is priceless for providing advice on how to build customer loyalty and stop worrying about just satisfying a customer.
Hurry up and take advantage of this book before the competition does!
Hurry up and take advantage of this book before the competition does!
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Jennifer
marked it as to-read
Looking forward to reading this and improving on ways to better service my clients.
Everyone who works in a customer driven industry(and don't we all?) needs to read this.
I will be purchasing a copy. Though the book has been out for a while, it still has some very practical ideas in it that I'm going to work on implementing in my company.
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Required reading at my new job...
This was an easy read, told in short example, real world tactic format. The best part is that it provides minor changes to daily activities which can make a big difference. Smart real world advice in self improvement.
I outlined this book for my boss.
It was extremely repetitive and could have been cut and diced into a concise essay. There are good lessons, but the lessons seemed to repeat themselves in every chapter.
It was extremely repetitive and could have been cut and diced into a concise essay. There are good lessons, but the lessons seemed to repeat themselves in every chapter.
This was mostly read. I would've finished it if the author didn't repeat himself nearly every other sentence. I got the gist though. Really, just read the title and you get the idea.
Have to read for work....
Still reading..... obviously I'm not real interested in this book!
Still reading..... obviously I'm not real interested in this book!
Excellent book - anyone in the service industry should read this book!
Jason
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AUTHOR.
Jeffrey Gitomer is the author of The New York Times best sellers The Sales Bible, The Little Red Book of Selling, The Little Black Book of Connections, and The Little Gold Book of YES! Attitude. All of his books have been number one best sellers on Amazon.com, including Customer Satisfaction is Worthless, Customer Loyalty is Priceless, The Patterson Principles of Selling, The Little ...more
More about Jeffrey Gitomer...
Jeffrey Gitomer is the author of The New York Times best sellers The Sales Bible, The Little Red Book of Selling, The Little Black Book of Connections, and The Little Gold Book of YES! Attitude. All of his books have been number one best sellers on Amazon.com, including Customer Satisfaction is Worthless, Customer Loyalty is Priceless, The Patterson Principles of Selling, The Little ...more
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