Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless
有些受打击，不过很想看看这本书。
下面是Amazon.com上的介绍：
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. Take a deep breath, read it straight through, and prepare to delight
thy customer! --Howard Rothman
下面是Booklist中的评论：
Gitomer, who conducts more than 150 sales seminars each year, is the author of
The Sales Bible (1994) and a weekly column in more than 60 regional business
newspapers. The first half of his title makes the unconventional assertion to
make a point. Although a customer who is not satisfied is not as likely to
return, companies should focus on building repeat business rather than just
pleasing customers. The two efforts are obviously not mutually exclusive, but
building customer loyalty is a separate and different process. Gitomer uses
lists, anecdotes, observations, and aphorisms to demonstrate his point and his
sales technique. Like his Sales Bible, this book, too, is laid out in a frenetic
style: exclamation points abound and boldfaced, oversize motivational
exhortations practically jump from the page. David Rouse
Synopsis
Offers strategies for turning customer satisfaction into customer loyalty,
emphasizing the importance of word-of-mouth advertising.
Book Info
Contains a game plan that any customer-serving employee, salesperson, manager,
executive or entrepreneur can enact to make customers love you, keep them coming
back and tell everyone they know. DLC: Customer loyalty.
Book Description
Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how
to convert "satisfied" customers into "loyal" customers.
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