Jeffrey Gitomer
Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless
How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know
Bard Press, 1998
看看什么内容?
Make every customer a lifelong friend by ensuring that every sales encounter is positive and memorable.
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.
Summary
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
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!