by Jeffrey Gitomer
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Product Description
Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert satisfied customers into loyal customers.
Amazon.com Review
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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Average Customer Review:
0 of 0 people found the following review helpful:
 Easy read and to the point, 2008-09-03
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.
5 of 11 people found the following review helpful:
Are your customers satisfied, or loyal?, 2008-07-25
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 just one of the many differences between a satisfied and a loyal customer. There are many others. Loyal customers cost less, because they are worth more!
Sales guru Jeffrey Gitomer's book, CUSTOMER SATISFACTION IS WORTHLESS: CUSTOMER LOYALTY IS PRICELESS, details these and many other differences that are critical to your business. The beautiful thing about it is, mediocre, or even less than mediocre has become the norm, so when you make just minimal effort at building customer loyalty, your business will literally stick out like a sore thumb. It's so easy in today's business climate to be head and shoulders above your competition.
I've never been a big fan of the way Gitomer lays out his books. Essentially this is a 200-page lesson in a 300-page format. I find it a little annoying sometimes when a page is filled with only eight or ten giant sized words, but must say the book does flow well and is very easy to digest.
I was also pleased to find some very interesting reading on related topics such as company mission statements. Gitomer includes several of these topics one may not initially associate with building customer loyalty, but yet, in their own way, play integral parts in your overall company focus on customer relationships.
I guess the easiest way to summarize this book is this; building customer loyalty is not that difficult, but it does take commitment and effort, coupled with direction and process. You furnish the first two, Gitomer has furnished the rest in this book.
0 of 0 people found the following review helpful:
Customer Satisfaction is Worthless Customer Loyalty is Priceless, 2008-07-03
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 wanting to better understand how to keep customers. I feel it is a must read for anyone that interacts with the public.
0 of 0 people found the following review helpful:
the best service, 2008-06-23
the book is a roadmap to better understand the importance of the customer loyalty and how get it.
It is simple and useful for real life. it is a must for service organizations
0 of 0 people found the following review helpful:
Fantastic mini-course on developing service related loyalty, 2008-06-08
Jeff has done it again!
He has a habit of writing books that go beyound common sense and deal with content applicable to all types of businesses.
This book is of course no exception and should be considered a must read for managers and salesmen and all types of professionals who value having an extraordinary relationship with their customers, clients, guests and patients. (an extraordinary relationship usually translates into an extraordinary income!!!!)
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