Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know

This book is transformational. Although it may seem old-fashioned to be a human in customer service opportunities nowadays, this book forever sits on the shelves as a true testament to what can stand the test of time. Human to human, kindness, vulnerability, has always earned more money and created greater relationships than satisfaction. We read Jeffery’s book in our Café Mastermind, a mastermind group by Habitude Warrior, and in our book review discussions, we found incredible discussions and takeaways in his principles, including: the armor we wear versus vulnerability as a business strategy, from presentation to connection: the power of personal storytelling, customer loyalty versus satisfaction: where are you aiming?, Creating WOW moments, scarcity versus abundance thinking in business relationships, and the danger of hiding behind the podium. Those are just a few of the amazing takeaways and topics I learned and gained from this amazing book. As a reader and a fan, I highly recommend Jeffrey Gitomer’s book on Customer Loyalty —it’s priceless. No better principle to learn in the modern-day world than this one. Do yourself and your business a favor and make this an annual required read for every department and I believe you’ll find incredible results in your company and business. ~ Jon Kovach Jr. Bestselling Author, Mastermind Leader, Accountability Coach

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.

This book takes what we apply at Ormond Computer Company and brings it to the next level of Customer Service. The book entices you take a hard look at how you and your company approach the current service level and tempts you to re-analyze where you want your company to be in the eyes of your clients. It is a relatively easy read and very humerous at times while keeping the subject matter serious...it will make you think about your approach to customer service.

I'm a small business owner in a highly competitive business, photography. I belong to a number of photography forums, and the ideas that some of the newer photographers have about customer service are just mind-boggling. Arguing over reprinting a 16x20, for example. Complaining about clients all the time. Worrying more about a customer taking advantage of them than about how to provide excellent service. This book is the antidote to all of the bad advice out there. It is fantastic, very common sense, and yet, how rarely the principles in the book are executed! I am completely confident that following this book faithfully will increase my business 100%. Even thinking back about my best clients, I can see how I did go beyond their expectations, and how they've paid me back tenfold with the referrals. I need to codify what I did right in those cases. And, thinking about the places I like to do business - they are friendly and they really try to anticipate and meet my needs! Now maybe the airlines can get away with bad service because people NEED to fly. But most businesses are selling something that's a luxury, or unnecessary. And so we've simply got to WOW our clients with our service or we'll end up in the list of businesses that goes under within 3 years of starting up. And think too about how much bad service there is out in the world, if we really deliver our service in a friendly, client-oriented way, we'll stand out!! Well anyway, I think this book is a keeper.

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.

I'd recommend this book for someone who isn't familiar with basic customer service principles but not for anyone who has significant experience. Most of this book (like others have mentioned) is just platitudes and things that should be common sense. I agree with most of the principles but the book comes off as too idealistic and the examples given are not realistic. For example, early in the book author references a time he called a hotel to check on a reservation. He knew he had a preexisting reservation but couldn't remember which hotel it was for so he was calling around, Turns out he didn't have a reservation at the hotel...but was upset that he felt the man who answered the phone was rude and dismissive. He goes on to suggest that had the man been more friendly, he would've made a reservation. Except this isn't true...because he already HAD one he just had forgotten which hotel it was at. He then says that he called a different hotel and made a reservation with them instead...because they were friendly. Unlikely story when he again he already had one. Too many of the examples given are like this. I understand the principles, be nice to your customers, do anything you can to assist them, etc. But the examples don't really seem to fit. They seem like they are modified to match his message. He also advocates crafting "best responses" to commonly asked questions in the same book where he stresses the value of making things personal and "getting real" with the customer. If I'm supposed to treat the customer like my mom or best friend...why am I reading them scripted "best responses" when they call in with their issue? This is in the same book where he also admonishes other customer service reps from reading off a script. I personally didn't learn anything new, most of the advice given seems fairy standard in the customer service training programs I've personally seen and been through. For someone without that level of familiarity it'd be more helpful. But considering customer satisfaction is a widely used metric, and considering the book's title, I was expecting him to show me how to evolve beyond it. But the only thing I've found is the same generic "be nice be empathetic" advice that is easily found w/o this book.

Gitomer does it again. Spot on !

I read this book almost 20 years ago, and it is my basis for all my customer service techniques. Creating loyalty is the key.

Wow, i gotta say this book is quite the un-orthodoxed type. i'm sure glad i read it. Jeffrey has laid this book out very easy to read, i managed to finish it in about 2-3 days.. which is quite fast for me. He goes on to talk about the epidemic of bad customer service all around this planet. and how easy it is to start improving it, and as you go on to read this book, you find that jefrey has a knack for thinking outside of the box, something we as human beings tend not to do, we like to get use to things and then we develop tunnel vision and think that "one way is the only way of doing things" But that's not what you'll get here, quite unconventional. He talks about all little things we can do to improve our service, and even states that an angry customer is an opportunity to create a loyal customer. truly great material, one of the most simplest books i've ever read. but still one of the most useful to this date. i will surely be looking forward to reading more of his work Hope my review helped you out, please feel free to write me at [email protected]

One of the finest books on building relationship with customers as well as with anyone .

Este libro te da un fundamento que no te enseñan en ninguna escuelas de negocios: "Un cliente SATISFECHO no sirve, solo quiere decir que no lo hiciste enojar. Un cliente satisfecho compra en cualquier otro lugar. Pero un cliente LEAL vale oro, un cliente leal regresa contigo por más, un cliente leal te hace publicidad de boca-a-boca con sus amigos y un cliente leal te defenderá con sus amigos." PROs: - ¿Estas generando clientes satisfechos o clientes leales en tu negocio? - ¿Cuando fue la ultima ves que un cliente te dijo "WOW" por tu producto/servicio? - ¿Sabes como estan tratando tus empleados a tus clientes? Contras: - Nada Este es uno de los mejores libros que he leido, sobre un tema poco tratado en las Universidades / Escuelas de negocios. Ampliamente recomendado.

O livro traz informações sobre como buscar a lealdade de clientes ao invés da satisfação. Dentre os argumentos do autor, pode-se destacar que a palavra "Satisfação" provém de satisfatório, que na verdade indica que o mínimo esperado foi feito: nem mais e nem menos. Portanto, buscar a satisfação é buscar fazer o mínimo, o esperado. Vale a pena a leitura pois muitos pontos importantes são destacados.

Best Book for teaching staff and yourself a step by step plan to keep Brick and Mortar business alive. Excellent for online sales, real estate and any kind of sales.