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

Capa
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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Índice

Introducing the Most Important Person in the World 024 An important discovery
23
The fortune being made in service and the fortune being lost
25
Whats in this book for you? Lots
26
Direitos de autor

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Acerca do autor (1998)

NIKITA KOLOFF is a retired former World Heavyweight Champion wrestler and motivational speaker who delivers hundreds of professional addresses to companies and individuals annually.

JEFFREY H. GITOMER is a leading authority on sales and customer service whose clients include IBM, AT&T, Coca-Cola, and Hilton Hotels, among others. He is also the author of the syndicated weekly newspaper column Sales Moves, and author of the bestselling book The Sales Bible, also available from Wiley.

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