Rating: 
Summary: As a business owner found this book outstanding.
Review: Read "Customer Satisfaction is Worthless...." at one sitting. Reread several chapters. Bought a copy for each of our salespeople. The book is filled with practical advice, bright ideas, and is a quick read. It's an easy book to use as a reference book. Another winner by Gitomer! Can't wait for the next one!
Rating:
Summary: Excellent Insights -- A fun book, full of wit and bite!
Review: Sure, this book may seem to "waste space." What Gitomer does do, instead of filling up the pages with mindless filler like so many other books, is exemplify the importance of differentiation. This to busines books what the Beatles "White Album" was to records in its day. This book is so very different, it takes you by suprise!The implimentation part may seem difficult, but it you read between the lines, Gitomer spells out very clearly how to begin the process. It must start at the top! The owners and leaders must be truly commited to it, or it cutomer loyalty will never happen. Employee enthusiasm for this kind of work cannot happen overnight, but it can happen, and does. Get this book, and to see how one company put the principles into action, get "The Saturn Differnece" by Vicki Lenz. The two, put together, make a powerful combo.
Rating:
Summary: A powerhouse of inspiration and information
Review: This book is a powerhouse of information and inspiration to get your business into top gear. Its message is punchy and clear - to succeed in any enterprise, you have to get real, get friendly and deliver devastatingly impressive customer service. Or else, the customer takes their business deal and dollar elsewhere. Jeffrey Gitomer uses entertaining (and, alas, true) stories about customer satisfaction he didn't get to illustrate his point that most companies put their clientele last, not first. He constantly emphasizes that an astute and successful business consistently gives its best performance to wow its customers, because they are its source of wealth. In monetary terms, but also because they act as voluntary advertising, telling everyone about you and your service. Just like I'm telling you how great this book is. Gitomer's 288 pages are alive and challenging. The style is upbeat. The visual layout is reminiscent of a good web page, with many pointers and headers to attract your eye. Definitely nothing boring about this book! Use it to up-level your personal integrity as well as your business... your friends as well as your customers will love you the more. One caution: You'd better read this book before your competitors do.
Rating:
Summary: Can you HANDLE this book?
Review: This book is fabulous. Yet it was inspiring and depressing at the same time. If you are truly prepared to do some serious soul-searching regarding your customer service, and you plan to DO SOMETHING about it, this book will help you to do it. The process can be painful. Sometimes the honest answers to the questions raised are not very pleasant to think about. They can be downright embarrasing. The best habit I've developed as a result of reading this book is asking myself after I've received lousy service, "Are we that bad?" Unfortunately, the answer has sometimes been, "Yes!" What this has helped me to do is to get closer to viewing my service through the customers' eyes, rather than through the eyes of a business owner. And we have already made great strides in improving our performance. A reader from NJ has written a review here that says that the book does not spell out the answers for you. What you need to realize is that the answers to your customer loyalty issues could NEVER come from a book, THEY CAN ONLY COME FROM YOUR CUSTOMERS... AND YOU. This book will help you develop the mindset to find those answers.
Rating: 
Summary: When sales people write about customer service...
Review: This book is fairly typical of the type of sales and marketing oriented "quick reads" on customer service. It is filled with motivational urgings and "rah-rah" enthusiasms that are ultimately designed to placate customers, rather than actually resolve a problem through knowledge management and empowerment. Historically, the post-sale customer service function has been relegated to this role by numbers driven marketing strategies. Such approaches decimate service realization endeavors, leaving call center representatives to act as courteous and empathetic listeners, but little more. Despite the catchy title and use of the "loyalty" bait, the content does not seriously explore an end-to-end service plan that ensures the gathering of useful market intelligence, thus driving improvements throughout the organization. Instead, it demonstrates that the author knows virtually nothing about inbound call centers and the often low paid, poorly informed, high turnover individuals who are cajoled into maintaining a positive company image. Get out of your ivory sales tower, Mr. Gitomer, and get into the trenches - you might stop saying WOW! and devote your energies to creating a real customer service strategy.
Rating:
Summary: When sales people write about customer service...
Review: This book is fairly typical of the type of sales and marketing oriented "quick reads" on customer service. It is filled with motivational urgings and "rah-rah" enthusiasms that are ultimately designed to placate customers, rather than actually resolve a problem through knowledge management and empowerment. Historically, the post-sale customer service function has been relegated to this role by numbers driven marketing strategies. Such approaches decimate service realization endeavors, leaving call center representatives to act as courteous and empathetic listeners, but little more. Despite the catchy title and use of the "loyalty" bait, the content does not seriously explore an end-to-end service plan that ensures the gathering of useful market intelligence, thus driving improvements throughout the organization. Instead, it demonstrates that the author knows virtually nothing about inbound call centers and the often low paid, poorly informed, high turnover individuals who are cajoled into maintaining a positive company image. Get out of your ivory sales tower, Mr. Gitomer, and get into the trenches - you might stop saying WOW! and devote your energies to creating a real customer service strategy.
Rating:
Summary: This BOOK is priceless...
Review: This book is only for those who wish to give the most outstanding service possible...those who want to hear "WOW!" again & again. The book is clear, easy to understand, and humorous. It's also hard-hitting & forces the serious service provider to take a hard look at themselves and their businesses. I gave a service orientation for my co-workers based largely on the contents of this book. The results were astounding. Even the most jaded of our service providers were overflowing with questions, comments and excitement. Anyone who works with the public should read this book. Just a note: If you are curious as to what happens if you take the opposite approach, check out another great book, "It's Not My Department" by Peter Glenn. The examples in his book spotlight a lot of the "customer service nightmares & horror stories" that tend to occur when apathy is the prime emotion guiding service.
Rating:
Summary: Understandable for all levels of employees for YOUR company
Review: This book is quite easy to read for all levels of personnel in an organization. Because of the simple stories that are shared - ones that we have ALL experienced ourselves - one realizes that YOU can make a difference in how your entire company is perceived. Many of the lists that Jeffry presents are great reviews for methods to impact your customers. I purchased multiple copies for co-workers as I am sure many others did, too. Do yourself a favor and buy this. It's well worth the investment.
Rating: 
Summary: Save your money and time
Review: This book is simply a re-hash of books from good authors work. Nothing new except for the distracting and annoying font/spacing changes he makes to stretch this out to look like a book rather than the newletter it really is.
To all of you folks that that gave this good reviews: Did you actually learn anything here? You actually didn't know your customers paid your salary before dropping $20 on this book? You didn't know positive attitude was important?
Get Real: Gitomer is a salesmen. Good enough to get us to buy the book. He is not a business leader.
Just Try This: Read books from people who have actually trained or changed organizations to change rather than point out the obvious.
Rating:
Summary: Priceless
Review: This book is superb. Jeffrey writes like he speaks. Simple, clear, concise, straight to the point. No B.S. Want to have a successful business? Want to make a ton of money in sales? Do you have this book? Kevin Hogan...
|
