Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless

In this summary you will learn

• Why loyal customers are more important than satisfied ones
• How to build customer loyalty
• How to improve customer service

getAbstract rating

Why you should read Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless

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.

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.