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Customer Satisfaction is Worthless Customer Loyalty is Priceless
 
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Customer Satisfaction is Worthless Customer Loyalty is Priceless (Hardcover)

by Jeffrey Gitomer (Author)
4.6 out of 5 stars See all reviews (25 customer reviews)
RRP: £19.99
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Customer Satisfaction is Worthless Customer Loyalty is Priceless + The Sales Bible: The Ultimate Sales Resource
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Product details

  • Hardcover: 288 pages
  • Publisher: Capstone (1 Sep 1999)
  • Language English
  • ISBN-10: 188516730X
  • ISBN-13: 978-1885167309
  • Product Dimensions: 23.1 x 15.2 x 3.3 cm
  • Average Customer Review: 4.6 out of 5 stars See all reviews (25 customer reviews)
  • Amazon.co.uk Sales Rank: 81,643 in Books (See Bestsellers in Books)

    Popular in this category:

    #63 in  Books > Business, Finance & Law > Sales & Marketing > Customer Services

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Product Description

Synopsis
Offers strategies for turning customer satisfaction into customer loyalty, emphasizing the importance of word-of-mouth advertising.

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Customer Reviews

25 Reviews
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Average Customer Review
4.6 out of 5 stars (25 customer reviews)
 
 
 
 
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Most Helpful Customer Reviews

 
5 of 5 people found the following review helpful:
5.0 out of 5 stars Takes Customer Service to the next level!, 10 Aug 2004
By A Customer
I was initially a little put off by the layout of this book, but any concerns were soon dispelled by the sheer obviousness and clarity of the ideas contained within. I have been involved in many "customer service projects" in my job, but this book addresses the "soft" elements of helping customers, and the technology spend required could be as little as nothing. I would be highly surprised if every company couldn't find at least one simple change that they could make in their business that would have a positive impact on how their customers perceive them. Highly recommended!
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4 of 4 people found the following review helpful:
5.0 out of 5 stars PRICELESS!, 5 Sep 2003
By A Customer
Well, I approached this a little warily, having read the ALL of the reviews. I needn't have worried. After my initial shock at the somewhat unusual layout and three of four attempts to 'get into it', I found the most amazing stuff in here! Like me, you'll probably skim for bits first, think a little, skim a bit more, then sit down quietly and read it through slowly. It does contain the usual customer service stuff that you'd expect, but there are a whole lot of new ways to look at things too. And lots of new stories that are refreshing AND relevant. For me, this will go along with anything by Zig Ziglar, Harry Beckwith and of course, "Thinkertoys" as indispensable references. Try it - and be surprised....
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4 of 4 people found the following review helpful:
5.0 out of 5 stars This book is priceless!, 25 Sep 1998
By A Customer
I am a VP of Operations for a small service company, I read this book in four days and am now buying it for all of my staff - 75 copies. It is full of practical, logical information that does make a difference - but only if you put it to use. I thoroughly enjoyed Jeffrey's story-telling and unique style of presentation it made the book fun to read! He constantly hammers you with little gems of wisdom - illustrated by some great (and some not so great) service stories. He sums up all there is to know about how to deliver memorable service - what will separate your company from your competition. I will forever remember that every customer I talk to I should treat like I am talking to my own beloved Grandma! Every customer should be treated as preciously as she is treated. You need to buy this book and put it to use - before your competition does. Keep the good stuff coming Jeffrey!
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Most Recent Customer Reviews

5.0 out of 5 stars A keeper
Excellent book. The layout can look a little strange but I suspect it is more to do with metacognition (ways to make you learn the material faster and easier). Read more
Published 17 months ago by Mr. Simon O'doherty

4.0 out of 5 stars A jazzy review of ways to win customers' loyalty
Sales books should be a separate genre. They are meant to be easily read, inspirational, rhetorical and instructional. Read more
Published 20 months ago by Rolf Dobelli

5.0 out of 5 stars Excellent Insights -- A fun book, full of wit and bite!
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... Read more
Published on 4 Sep 1999

1.0 out of 5 stars Once upon a time....!
Wait a minute....is this a fairy tale or a book based on the reality of real life customer interaction? I think the former. Read more
Published on 10 Aug 1999

4.0 out of 5 stars Excellent "reality check" for salespeople & managers
Gitomer cuts through much of the usual sales guru bull and gives simple, practical advice on keeping customers coming back. Read more
Published on 17 May 1999

5.0 out of 5 stars GREAT, PRACTICAL, COMMON SENSE
This book should be a must read for everyone not only in business but in school prior to getting their first job. Read more
Published on 22 Mar 1999

5.0 out of 5 stars Understandable for all levels of employees for YOUR company
This book is quite easy to read for all levels of personnel in an organization. Because of the simple stories that are shared - ones that we have ALL experienced ourselves - one... Read more
Published on 3 Jan 1999

5.0 out of 5 stars Simple truths that help maximize your brand contact points.
"Customer Satisfaction Is Wortheless, Customer Loyalty Is Priceless" has become an inspiration to my marketing strategy team as we seek ways to bring memorable... Read more
Published on 7 Dec 1998

5.0 out of 5 stars This is the best book I have read about serving customers.
I just finished reading this book and loved it. The material you covered was right on target and the layout made it very enjoyable to read. Read more
Published on 7 Nov 1998

5.0 out of 5 stars Reality based book from an author who lives his own advice!
Gitomer provides real examples and real advice that can help improve every aspect of your personal and professional life. In addition, the man lives his own advice. Read more
Published on 20 Oct 1998

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