Customer satisfaction is worthless, customer loyalty is priceless : how to make customers love you, keep them coming back and tell everyone they know / by Jeffrey Gitomer.

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 t...

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Bibliographic Details

Main Author:	Gitomer, Jeffrey, 1946-
Other title:	How to make customers love you, keep them coming back and tell everyone they know.
Format:	Book
Language:	English
Published:	Austin, Tex. : Bard Press, ©1998.
Subjects:	Customer loyalty. Consumer satisfaction. Customer services. Customer relations.