Customer Satisfaction is Worthless, Customer Loyalty is Priceless by Jeffrey Gitomer

Product Description

Here are Jeffrey Gitomer's 3.5 compelling reasons why you and every employee in your company must own this book, must read this book, and must act on the principles of this book:

1. It contains a game plan that any customer-serving employee, salesperson, manager, executive or entrepreneur can enact to ensure loyal customers.
2. Any front-line employee can read it and "get it." Any front-line employee can read it and "do it."
3. Customer Loyalty is the measure of your present and future success.
3.5 Your competition may already own this book.

From the Table on 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

Epilogue