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 - 288 páginas
To longtime sales and customer-service pro Jeffrey Gitomer, boasting about a near-perfect customer-satisfaction rating of 97.5 percent is a major mistake. "That means 2.5 percent of your customers are mad and they're telling everyone. And 97.5 percent of your customers will shop anyplace the next time they go to market for your product or service." Based on a philosophy that's been developed through his syndicated business columns and the more than 150 seminars that he gives each year to companies such as Radisson, Sony, NationsBank, and Time Warner Cable, the book outlines his formula for making customers so faithful they "will fight before they switch--and they will proactively refer people to buy from you." Regularly employing oversized type in screaming bold fonts to grab the reader's attention, Gitomer breathlessly recounts his start-to-finish approach to becoming "memorable" to consumers along with illustrative tales of his own encounters with particularly egregious examples of poor service. All of this is bolstered by an ongoing sampling of his inspirational quips and a variety of self-evaluating quizzes designed to pinpoint individual strengths and weaknesses. -- from http://www.amazon.com (Sep. 22, 2011).
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Introducing the Most Important Person in the World 024 An important discovery
The fortune being made in service and the fortune being lost
Whats in this book for you? Lots
Direitos de autor
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2=average 2=rarely 3=sometimes 4=frequently 5=always 5=the greatest 9 10 HIGHEST achievement actions airline Airways angry customer answers best defines company policy competition Conrad Hilton create customer calls customer service customer's customers want Dale Carnegie Earl Nightingale earn employees EVALUATE YOUR PRESENT flight friendly front desk give goals going greeting guest happened Here's HIGHEST EVALUATE IDEAS ironing board Jeffrey Gitomer Jim Rohn Les Schwab lesson Listen look loyal customers Maxwell Maltz memorable minutes Napoleon Hill Norman Vincent Peale number that best opportunity positive attitude PRESENT ABILITY principles problem Radisson Radisson Hotel re-order read the questions response SELF-EVALUATION thought-provoking questions serve set the tone skill level TODAY smile someone Southwest Airlines story talk tell thank things tires Tony Adams Wayne Dyer What's word-of-mouth advertising WOWIed wrong