Tesco
Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless
Book

Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless

How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know

Jeffrey Gitomer
Bard Press, 1998

Read or listen offline

автоматическое преобразование текста в аудио
  • 0.5×
  • 0.75×
  • 1×
  • 1.25×
  • 1.5×
  • 1.75×
1×
автоматическое преобразование текста в аудио

Editorial Rating

7

Qualities

  • For Beginners
  • Engaging

Recommendation

Sales books should be a separate genre. They are meant to be easily read, inspirational, rhetorical and instructional. The more qualified the salesperson-author, the more authoritative the advice. This one has all these qualities, plus author-salesman Jeffrey Gitomer has displayed his counsel like a visual party. Almost every page boasts a new typeface and layout. Some pages look like poems. On other pages, he makes suggestions he calls “self tests,” “scorecards” and “reality checks,” while on others he provides questionnaires. This is deliberately more of a jazzy series of lists than a narrative outlining a new approach. Still, getAbstract endorses its solid common wisdom: To engender customer loyalty, treat people as you would want to be treated.

Take-Aways

  • Loyal customers are better for your business that satisfied customers.
  • Loyal customers regularly shop at your store or buy your service.
  • Satisfied customers have no loyalty.

About the Author

Jeffrey Gitomer gives seminars and speeches, and runs annual sales meetings and customer service workshops. He wrote the bestsellers The Sales Bible and The Little Red Book of Selling.

Comment on this summary or Начать обсуждение

  • Avatar
    Sign in to share your opinion
  • Avatar
    T. A. 7 years ago
    Great information; especially, the 12 methods to deliver outstanding customer service. Seems like common sense but can be overlooked if not careful or if taken for granted. Also, a customer may be satisfied with your service, but, that doesn't mean they are loyal!
    Other things that stood out:
    (1) Earn loyalty by delivering memorable service consistently
    (2) Your customer is more important than your boss; without loyalty, you could get fired by your real boss - the customer!
    (3) Be extraordinary; have "Wow" moments!
    (4) Don't ever cite company policy to a customer or list reasons why you cannot help - take responsibility, stay engaged, and solve the problem!