|
Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know (Hardcover) (精装)
by Jeffrey Gitomer
| Category:
Business, Sales, Customer |
| Market price: ¥ 308.00
MSL price:
¥ 288.00
[ Shop incentives ]
|
| Stock:
Pre-order item, lead time 3-7 weeks upon payment [ COD term does not apply to pre-order items ] |
MSL rating:
 Good for Gifts |
| MSL Pointer Review:
Nationally syndicated columnist and sales trainer, Jeffrey Gitomer shows you how to convert satisfied customers into loyal customers. |
| If you want us to help you with the right titles you're looking for, or to make reading recommendations based on your needs, please contact our consultants. |
|
| |
AllReviews |
1 Total 1 pages 7 items |
|
|
Tom Carpenter (MSL quote), USA
<2007-10-19 00:00>
I should state that my approach to customer service is unique in that I teach IT Profesionals how to provide better service to the users they support. However, this book is my most recommended resource on customer service for these, and any other, individuals.
Jeffrey does a phenomenal job of waking you up and getting to the point. Great book! |
|
|
Janice Bunch (MSL quote), USA
<2007-10-19 00:00>
I have read Customer Satisfaction Is Worthless and The Sales Bible. I started using the customer service skills Jeffrey wrote about and within a week I had two customers send personalize notes thanking me for my excellent customer service and my attention to details. I have worked in sales for over 20 years and I manage a Telemarketing staff. I believed I had the ability to defuse any situation based on my numerous customer service training classes. His book is IN YOUR FACE, BUT IT WORKS! Also, you need an open mind, if you want to increase business.
Did a few of Jeffrey's competitor's write any of the negative reviews?
He doesn't have all the answers but it's 90% there.
Read his books, try some of his techniques and judge for yourself... |
|
|
Hal Gordon (MSL quote), USA
<2007-10-19 00:00>
This is a nice and basic book about customer service. It's the type of book to carry around and read and refresh. I'm glad I bought it and frequently re-read it. His basic principles are not surprising, provide excellent service, anticipate needs, but his execution is impressive. My only criticism is that he does not address some of the tough issues and problems.
1. Many use the 80/20 rule, the best 20% of your customers provide 80% of your business. But Gitomer says everyone gets treated great, presumably on a first come first serve basis.
Treat everyone like your grandmother Gitomer reasons. But what do you say to the staff person who spent 2 hours servicing an older woman on a small account and neglects her other work.
2. He suggests customer service is critical, and says customer value it highly in surveys. Yet many of us are irritated when we cannot get good free technical service on software or hardware. However, the trend has been to reduce free service, and charge for this. Are all the companies who are in business wrong, or do people say one thing and buy based upon another- touting the virtues of customer service in surveys but buying based upon price (which means services must be limited).
3. As soneone else noted, he does not talk about the difficult customer. In my business to improve morale, I tell my staff they can recommend that a prospective new customer be rejected if looks difficult. Catering to difficult, overbearing people is the way to waste time and lose money.
Determining which customers are reasonable and eliminating the bad apples is something the book should address.
In short, buy the book, read and re-read it, but recognize its limitations, and let's hope Gitomer writes an advanced course. |
|
|
Todd S. (MSL quote), USA
<2007-10-19 00:00>
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't
thought about this stuff already. Even if you've stayed in Ritz Carltons and shopped in upscale
stores, 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 reading
and you put this stuff into action. Seeing the smiles on customers faces, hearing their amazement
on 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 to
blow each other away by how we are creating memorable service. You'll want to knock their socks off, even if
you have no desire to do it before you read this book, you will after, or even half way though.
|
|
|
A reader (MSL quote), USA
<2007-10-19 00:00>
I've been a longtime fan of Gitomer (so you should know my bias going in). I'm not sure what book some of these reviewers read, but they didn't read THIS book. I've been in sales for 28 years and can tell you that Gitomer GETS IT. He's not your rah-rah guy. Rather he's in your face, telling you how stupid it is to do some things, telling you how stupid it is NOT to do other things and always telling you that if you don't provide VALUE, then you ain't got Jack! Full of practical advice and the constant urging to use your brain so you can be CREATIVE. Gitomer has fun and expects those who serve customers to have fun, too.
One simple illustration Gitomer uses in his public presentations tells you a lot about his approach to customer service and business building. He talks about how he's greeted at the numerous hotels he checks into each year. Normally, it goes something like this, "Checking in?" (To which the bald Gitomer is tempted to respond, "NO, I'm here for my hair transplant.") He appropriately argues that the front counter clerk could just as easily say, "You look like you could use a nice, comfortable room. We've been waiting for your arrival. Welcome!" How much more effort would that take, argues Gitomer? None, it just takes a little bit of creativity and paying attention. He's right and we all know it. Clear, concise, easy to read, easy to think about and inspiring to make happen in your company. I can't recommend the book enough. I give away more copies of this book than any other and I give away lots of books. Just don't give it to your competitor!
|
|
|
Randy Blair (MSL quote), USA
<2007-10-19 00:00>
Not only is Jeffrey's book great, It works. Since hearing him speak at the March, 2000 Pizza Expo in Vegas and buying his book and tapes, I have applied his philosophy to running my two restaurants.
The results from the beginning of September through the middle of November sales have increased by more than 25%
Read it. Live it. Prosper by it. Our mission statement is "Make Customers Ecstatic" that should work for anyone involved with service or sales. Thanks Jeffrey!
|
|
|
A reader (MSL quote), USA
<2007-10-19 00:00>
WOW! This is absolutely the finest book I've ever read on service. Gitomer has a tremendous ability to get to the heart of the matter without the typical scores of pages of boring, and mostly irrelevant, theory.
As I customer service trainer, I've waded through most of the crap that passes for customer service and have concluded that IF YOU READ ONLY ONE BOOK ON SERVICE EXCELLENCE, MAKE CERTAIN IT'S THIS ONE.
By mastering the ideas shared in this fun and easy-to-read volume, any idiot with a positive attitude and the willingness to accept the challenge can become a customer service SUPERSTAR.
Gitomer makes it clear that customer loyalty is not rocket science. Much of it is simple common sense, but as we know, just because it's common sense doesn't mean it's common practice.
|
|
|
|
1 Total 1 pages 7 items |
|
|
|
|
|
|
