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

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Summary: THREE SENTENCE REVIEW!!!
Review: Gitomer asks, "Would you rather have a satisfied spouse or a loyal spouse? Then, would you rather have satisfied customers or loyal customers?" See the change in perception????

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Summary: Excellent "reality check" for salespeople & managers
Review: Gitomer cuts through much of the usual sales guru bull and gives simple, practical advice on keeping customers coming back. After years of listening to typical corporate sales philoshopies and backwards thinking, I was refreshed and encouraged by the author's straight forward approach to customer service. Easy to understand and follow, I think this book should be required reading at any company hoping to thrive in today's ever-changing market. GET BACK TO BASICS! TREAT CUSTOMERS AS YOU'D LIKE TO BE TREATED! That's the message. Buy it and pass it on to co-workers!

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Summary: Reality based book from an author who lives his own advice!
Review: Gitomer provides real examples and real advice that can help improve every aspect of your personal and professional life. In addition, the man lives his own advice. Finally, a genuine book from the genuine article.

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Summary: Great Ideas
Review: Gitomer's book is full of great ideas. As the Director of Orientation at a state university, I supervise a terrific group of 75 student volunteers who help new students and their parents. If I can effectively communicate to them the super ideas and concepts found here, I know they'll do an even better job as orientation leaders. Plus the skills they use and learn will easily carry over into whatever they do in life. I'm also Director of our Student Center and this book gave me lots of ideas I can use in training the students I work with in the building too.

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Summary: Great Ideas
Review: Gitomer's book is full of great ideas. As the Director of Orientation at a state university, I supervise a terrific group of 75 student volunteers who help new students and their parents. If I can effectively communicate to them the super ideas and concepts found here, I know they'll do an even better job as orientation leaders. Plus the skills they use and learn will easily carry over into whatever they do in life. I'm also Director of our Student Center and this book gave me lots of ideas I can use in training the students I work with in the building too.

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Summary: Gitomer Changed My Business for the Better
Review: Gitomer's new look at old concepts like satisfaction and loyalty is priceless. He has changed the way I think and plan and treat my business on a daily basis--for the better.

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Summary: Practically Worthless, should be Priceless
Review: Heaven help the poor customer service reps when the all-powerful sales and marketing surrealists attempt to put this superficial tome into action.

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Summary: This book is priceless!
Review: I am a VP of Operations for a small service company, I read this book in four days and am now buying it for all of my staff - 75 copies. It is full of practical, logical information that does make a difference - but only if you put it to use. I thoroughly enjoyed Jeffrey's story-telling and unique style of presentation it made the book fun to read! He constantly hammers you with little gems of wisdom - illustrated by some great (and some not so great) service stories. He sums up all there is to know about how to deliver memorable service - what will separate your company from your competition. I will forever remember that every customer I talk to I should treat like I am talking to my own beloved Grandma! Every customer should be treated as preciously as she is treated. You need to buy this book and put it to use - before your competition does. Keep the good stuff coming Jeffrey!

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Summary: Don't let your competitor get ahead!
Review: I am part of franchise that prides itself in Positively Outrageous Service and yet as I took the little self exams in the book I found many areas that were lacking. It was an eye opener for me and I could hardly wait to put the suggestions he had into practice. The results were immediate! Keep ahead of your competition by buying,reading, and implementing the ideas in this book.

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Summary: Too much hype - no real content
Review: I bought the book to gain insight on giving good Customer Service and was really disappointed. The author completely says, even in the title, that customer satisfaction is worthless - which is completely untrue. No real plan given. Typical sales book - many pages with only a 8 word giant sentence printed on it (to fill space undoubtedly). Nice concept - no real content to run with and apply to a business. Sorry I spent the money (he did accomplish his purpose by getting me to buy his book!)