Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know / Edition 1

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More About This Textbook


Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert satisfied customers into loyal customers.

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Product Details

  • ISBN-13: 9781885167309
  • Publisher: Bard Press TX
  • Publication date: 6/28/1998
  • Edition description: New Edition
  • Edition number: 1
  • Pages: 256
  • Sales rank: 167,006
  • Product dimensions: 6.49 (w) x 9.49 (h) x 1.14 (d)

Customer Reviews

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( 10 )
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Sort by: Showing all of 10 Customer Reviews
  • Anonymous

    Posted May 10, 2001

    Superior service is nothing until you read THIS BOOK!

    As a company Vice Presidet responsible for the service delivery in my organization, I thought I had a firm grasp on customer loyalty. Yet, this book provided insights that I hadn't considered, coupled with the means to MAKE EXCELLENCE HAPPEN! I've read the book, and since then, have bouth it for every Manager who works for me. It's set the standard for what and how we deliver OUTRAGEOUSLY EXCELLENT service to our customers! There's a clarity in this book that is rarely found - actionable items for your front line staff to understand and implement. If you care about your company's (and your) future, you'll read this book - NOW!!!!!

    1 out of 1 people found this review helpful.

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  • Anonymous

    Posted January 2, 2014


    "What." He muttered.

    0 out of 2 people found this review helpful.

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  • Anonymous

    Posted August 12, 2008

    100% Eye Opener

    This book gives your everyday customer service a miraculous boost. If you can't handle the truth, this book is not for you. We tend to focus on company policies and procedures, and lack customer/client focus. After reading get ready to increase sales and customer loyalty.

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  • Anonymous

    Posted February 7, 2008

    Quite possibly the worst book on customer service

    Jeffrey Gitomer starts out with a flawed concept, that customer loyalty is a measure of customer service, and fails to back it up in any meaningful way. He clearly has never had to deal with more than one client at a time, as most of the examples he gives as great customer service, completely falls apart is there is anyone waiting behind the customer involved. All in all, a waste of time. Anyone truly interested in improving their customer service skills is better off just asking their customers what they want.

    0 out of 2 people found this review helpful.

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  • Anonymous

    Posted November 2, 2007

    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. 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, we endorse its solid common wisdom: To engender customer loyalty, treat people as you would want to be treated.

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  • Anonymous

    Posted January 19, 2002

    A superficial review of personal experiences.

    Give the customer everything they want and more. Surprise them with unexpected pleasantries and service or they will go somewhere else. The preceding statements summarize the book completely. Save your money.

    0 out of 1 people found this review helpful.

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  • Anonymous

    Posted July 22, 2001

    Basic Southern Hospitality and Common Sence

    Jeffrey reminds us all of things we know and many become to distracted or busy to practice. Every person in hospitality, sales, customer service or any field at all would benefit tremendeously in buisness and personally by reading and then implementing ideas and practices outlined in this book.I have purchased many copies not only for employees within my organization, but also as gifts for clients who love it and continue to pass through their companies as well. Having been through extensive customer service and sales training I feel reading this book has given me more understanding and perspective than all the classes put together. I LOVED THIS !!!!! WOW!!!!!!!

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  • Anonymous

    Posted January 3, 2000

    The best 'how to' book on any topic I have read!

    'Customer Satisfaction......' is now our customer relations handbook. Mr Gitomer has a style that is fun to read and easy to understand. Most importantly to me, he not only points out poor customer service 'policies' he provides great examples and guidelines showing how to improve those poor 'policies'.

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  • Anonymous

    Posted December 8, 2009

    No text was provided for this review.

  • Anonymous

    Posted October 21, 2009

    No text was provided for this review.

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