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Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know (Paperback)
by Jeffrey Gitomer
| Category:
Sales, Customer satisfaction, Customer experience |
| Market price: ¥ 278.00
MSL price:
¥ 258.00
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| Stock:
In Stock |
MSL rating:
 Good for Gifts |
| MSL Pointer Review:
Promising to make a real difference, this book will greatly improve your customer loyalty skills and increase your referral business. |
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Author: Jeffrey Gitomer
Publisher: Bard Press; 1 edition
Pub. in: August, 1998
ISBN: 188516730X
Pages: 256
Measurements: 9.1 x 6 x 1.3 inches
Origin of product: USA
Order code: BA01265
Other information: ISBN-13: 978-1885167309
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- MSL Picks -
Sure, this book may seem to "waste space." What Gitomer does do, instead of filling up the pages with mindless filler like so many other books, is exemplify the importance of differentiation. This to busines books what the Beatles "White Album" was to records in its day. This book is so very different, it takes you by suprise!
The implimentation part may seem difficult, but it you read between the lines, Gitomer spells out very clearly how to begin the process. It must start at the top! The owners and leaders must be truly commited to it, or it cutomer loyalty will never happen. Employee enthusiasm for this kind of work cannot happen overnight, but it can happen, and does.
Get this book, and to see how one company put the principles into action, get "The Saturn Differnece" by Vicki Lenz. The two, put together, make a powerful combo.
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Jeffrey Gitomer is a global authority on sales and customer service who leads more than 150 training programs and sales meetings annually for companies such as IBM, AT&T, Coca-Cola, Hilton Hotels, Inc. magazine, Siemens, and Cintas. He is the author of the syndicated sales column "Sales Moves," which appears in eighty-five business journals across the United States and Europe and is read by more than 3.5 million people weekly.
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From Publisher
Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert satisfied customers into loyal customers.
Contains a game plan that any customer-serving employee, salesperson, manager, executive or entrepreneur can enact to make customers love you, keep them coming back and tell everyone they know. DLC: Customer loyalty.
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Amazon.com (MSL quote), USA
<2008-03-27 00:00>
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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Booklist (MSL quote), USA
<2008-03-27 00:00>
Gitomer, who conducts more than 150 sales seminars each year, is the author of The Sales Bible (1994) and a weekly column in more than 60 regional business newspapers. The first half of his title makes the unconventional assertion to make a point. Although a customer who is not satisfied is not as likely to return, companies should focus on building repeat business rather than just pleasing customers. The two efforts are obviously not mutually exclusive, but building customer loyalty is a separate and different process. Gitomer uses lists, anecdotes, observations, and aphorisms to demonstrate his point and his sales technique. Like his Sales Bible, this book, too, is laid out in a frenetic style: exclamation points abound and boldfaced, oversize motivational exhortations practically jump from the page. David Rouse
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Todd (MSL quote), USA
<2008-03-27 00:00>
If my book was kidnapped and held in Afganistan for 10,000 bucks ransom, if it was the only copy left in the world, I'd rescue it.
By chapter 5, I had saved a huge sale from going sour. This book has done some amazing things for my company's sales. Not just the book, but some effort on my part. Very little effort.
The principles in this book are so easy to put into immediate action, you'll wonder why you haven't thought about this stuff already. Even if you've stayed in Ritz Carltons and shopped in upscale.
stores, you'll never completely learn what makes it all come together. This book sheds some light on service.
This book was extremely enjoyable to read, but the real enjoyment comes after youre done reading and you put this stuff into action. Seeing the smiles on customers faces, hearing their amazement on the phone when you just try a little harder. Spend just a few minutes extra.
The things in this book cost little or no money, and even if they do cost money, you'll want to do them anyway.
Performing the principles in this book has become a hobby. It's fun, it changes the way you look at work.
At times I want to screw up orders, just to fix them! I can't beleive the attitude overhaul I've gained from this book.
I've bought this book for all the business owners in my family and now we all get together and try to blow each other away by how we are creating memorable service. You'll want to knock their socks off, even if you have no desire to do it before you read this book, you will after, or even half way though.
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Kenneth Calhoun (MSL quote), USA
<2008-03-27 00:00>
As always, Gitomer shares more business brilliance in this book.
Key points include how to leverage and boost lifetime customer value via building loyalty. Virtually all successful infomercials and other business models are based on continuity/repeat sales and word of mouth/cialdini social proof/testimonials...
Gitomer describes a perfect plan to help businesses build and maintain competitive customer loyalty, which is critical.
What some of the naysayers/neg reviewers seem to miss, is that they're just focused on looking for minor silver bullets for point-of-sale behaviors.
Gitomer provides a much richer, business-building approach in this book, which is critical for enhancing customer loyalty and repeat business and word of mouth referrals.
As with all of Gitomer's work, this is an important book - grab it if you are interesting in selling more effectively and making more money.
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