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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| Main Author: | |
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| 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.
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| Subjects: |
Table of Contents:
- Part I. Customer, the Source of your Paycheck. 1. Introducing the Most Important Person in the World
- - 2. Introducing the Customer (Help!)
- - 3. The Reality of Service
- Lousy, Satisfactory, or Memorable?
- - 4. Who's Wrong? What's Wrong?
- -- Part II. The Right Principles Create the Right Words. 5. Principles, NOT Policy
- - 6. Three BIG Factors: 1. Get Real. 2. Get Friendly. 3. Get WOW!
- - 7. What's the Word Out on You
- - 8. The (Secret) Service Success Formula
- - 9. If you Talk Stupid, They'll Get Angry
- - 10. It's Not the Apology That Matters...It's the Recovery That Count
- - 11. Benchmarks Set the Standards... for Best Performance
- - 12. Put Your Job Skills to the Test
- -- Part III. Lessons from the Real World. 13. Lessons I Learned Sleeping in Someone Else's Bed
- - 14. Lessons I Learned Shopping in Someone Else's Store
- - 15. Lessons I Learned Flying in Someone Else's Airplane
- - 16. Lessons You Never Learned in School
- - 17. Loyalty Lessons from the Real World
- -- Part IV. Loyalty
- The Final Frontier. 18. The Loyalty Answers for the Company and You
- - 18.5 Loyalty Mission: The End of Satisfaction.