Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know Hardcover – June 12, 1998

This book is transformational. Although it may seem old-fashioned to be a human in customer service opportunities nowadays, this book forever sits on the shelves as a true testament to what can stand the test of time. Human to human, kindness, vulnerability, has always earned more money and created greater relationships than satisfaction. We read Jeffery’s book in our Café Mastermind, a mastermind group by Habitude Warrior, and in our book review discussions, we found incredible discussions and takeaways in his principles, including: the armor we wear versus vulnerability as a business strategy, from presentation to connection: the power of personal storytelling, customer loyalty versus satisfaction: where are you aiming?, Creating WOW moments, scarcity versus abundance thinking in business relationships, and the danger of hiding behind the podium. Those are just a few of the amazing takeaways and topics I learned and gained from this amazing book.As a reader and a fan, I highly recommend Jeffrey Gitomer’s book on Customer Loyalty —it’s priceless. No better principle to learn in the modern-day world than this one. Do yourself and your business a favor and make this an annual required read for every department and I believe you’ll find incredible results in your company and business.~ Jon Kovach Jr.Bestselling Author, Mastermind Leader, Accountability Coach

I read this book almost 20 years ago, and it is my basis for all my customer service techniques. Creating loyalty is the key.

This book takes what we apply at Ormond Computer Company and brings it to the next level of Customer Service.The book entices you take a hard look at how you and your company approach the current service level and tempts you to re-analyze where you want your company to be in the eyes of your clients.It is a relatively easy read and very humerous at times while keeping the subject matter serious...it will make you think about your approach to customer service.

If my book was kidnapped and held in Afganistan for 10,000 bucks ransom, if it was the only copy left in the world, I'd rescue it.By chapter 5, I had saved a huge sale from going sour. This book has done some amazing things for my company's sales. Not just the book, but some effort on my part. Very little effort.The principles in this book are so easy to put into immediate action, you'll wonder why you haven'tthought about this stuff already. Even if you've stayed in Ritz Carltons and shopped in upscalestores, you'll never completely learn what makes it all come together. This book sheds some light on service.This book was extremely enjoyable to read, but the real enjoyment comes after youre done readingand you put this stuff into action. Seeing the smiles on customers faces, hearing their amazementon the phone when you just try a little harder. Spend just a few minutes extra.The things in this book cost little or no money, and even if they do cost money, you'll want to do them anyway.Performing the principles in this book has become a hobby. It's fun, it changes the way you look at work.At times I want to screw up orders, just to fix them! I can't beleive the attitude overhaul I've gained from this book.I've bought this book for all the business owners in my family and now we all get together and try toblow each other away by how we are creating memorable service. You'll want to knock their socks off, even ifyou have no desire to do it before you read this book, you will after, or even half way though.

I'm a small business owner in a highly competitive business, photography. I belong to a number of photography forums, and the ideas that some of the newer photographers have about customer service are just mind-boggling. Arguing over reprinting a 16x20, for example. Complaining about clients all the time. Worrying more about a customer taking advantage of them than about how to provide excellent service. This book is the antidote to all of the bad advice out there. It is fantastic, very common sense, and yet, how rarely the principles in the book are executed!I am completely confident that following this book faithfully will increase my business 100%. Even thinking back about my best clients, I can see how I did go beyond their expectations, and how they've paid me back tenfold with the referrals. I need to codify what I did right in those cases. And, thinking about the places I like to do business - they are friendly and they really try to anticipate and meet my needs!Now maybe the airlines can get away with bad service because people NEED to fly. But most businesses are selling something that's a luxury, or unnecessary. And so we've simply got to WOW our clients with our service or we'll end up in the list of businesses that goes under within 3 years of starting up. And think too about how much bad service there is out in the world, if we really deliver our service in a friendly, client-oriented way, we'll stand out!!Well anyway, I think this book is a keeper.