false http://photo.goodreads.com/books/1171988477m/129680.jpg 129680 1 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--<I>and</I> 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! <I>--Howard Rothman</I> 124900 25 8 1998 Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless : How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know total:44|5:16|4:15|3:9|2:3|1:1| 44 174 72 5 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 4 0 false Sat Nov 01 00:00:00 -0700 2008 Sun Jan 18 07:42:25 -0800 2009 Sun Jan 18 07:44:17 -0800 2009 1
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 ...]]> 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 0 0 false Mon Jan 26 07:45:48 -0800 2009 Mon Jan 26 07:46:15 -0800 2009 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 3 0 false Mon Oct 06 00:00:00 -0700 2008 Tue Sep 16 16:36:34 -0700 2008 Mon Oct 06 18:59:33 -0700 2008
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.]]> 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 2 0 false Mon Nov 10 00:00:00 -0800 2008 Thu Jun 05 13:01:27 -0700 2008 Thu Apr 02 06:32:27 -0700 2009 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 5 0 false Mon Dec 01 00:00:00 -0800 2008 Wed Feb 20 15:22:29 -0800 2008 Wed Dec 24 19:29:26 -0800 2008 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 3 0 false Tue Dec 15 07:12:57 -0800 2009 Tue Dec 15 07:12:57 -0800 2009 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 0 0 false Mon Dec 14 07:14:48 -0800 2009 Mon Dec 14 07:14:48 -0800 2009 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 0 0 false Tue Dec 01 21:23:36 -0800 2009 Tue Dec 01 21:23:36 -0800 2009 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 4 0 false Mon Nov 30 23:07:34 -0800 2009 Mon Nov 30 23:07:39 -0800 2009 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 0 0 false Fri Nov 27 13:53:04 -0800 2009 Fri Nov 27 13:54:36 -0800 2009 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 4 0 false Sun Jan 01 00:00:00 -0800 2006 Tue Nov 24 01:30:20 -0800 2009 Tue Nov 24 01:30:20 -0800 2009 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 0 0 false Sun Nov 22 17:50:41 -0800 2009 Sun Nov 22 17:50:51 -0800 2009 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 4 0 false Thu Nov 05 13:03:45 -0800 2009 Thu Nov 05 13:03:45 -0800 2009 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 0 0 false Fri Oct 16 11:49:00 -0700 2009 Fri Oct 16 11:49:00 -0700 2009 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 5 0 false Sat Oct 03 07:05:11 -0700 2009 Sat Oct 03 07:05:11 -0700 2009 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 0 0 false Tue Sep 29 21:23:53 -0700 2009 Tue Sep 29 21:23:53 -0700 2009 129680 188516730X 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Sep 13 13:33:00 -0700 2009 Sun Sep 13 13:33:00 -0700 2009 129680 188516730X 9781885167309 44 5 3.95 http://photo.goodreads.com/books/1171988477m/129680.jpg http://www.goodreads.com/book/show/129680.Customer_Satisfaction_Is_Worthless_Customer_Loyalty_Is_Priceless_How_to_Make_Customers_Love_You_Keep_Them_Coming_Back_and_Tell_Everyone_They_Know 0 0 false Sat Aug 29 06:18:02 -0700 2009 Sat Aug 29 06:18:07 -0700 2009 http://www.goodreads.com/book_link/follow/8?book_id=129680