Customer Satisfaction is Worthless, Customer Loyalty is Priceless

Customer Satisfaction is Worthless, Customer Loyalty is Priceless
Author: Jeffrey H. Gitomer
Publisher: Bard Press (TX)
Total Pages: 330
Release: 1998
Genre: Business & Economics
ISBN:

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A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.

Satisfaction

Satisfaction
Author: Chris Denove
Publisher: Penguin
Total Pages: 292
Release: 2007-06-26
Genre: Business & Economics
ISBN: 9781591841647

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The ultimate guide to customer satisfaction, from the people who understand it better than anyone For nearly forty years, J. D. Power and Associates has been synonymous with measuring customer satisfaction and helping businesses understand what customers really want. Now two of the company's senior executives, Chris Denove and James D. Power IV, unlock the vault on decades of closely guarded research data?and insights previously available only to the firm's clients. This is the first book that really explains how great companies like Lexus, UPS, JetBlue, and Enterprise Rent-A-Car get it right, delivering consistently high customer satisfaction and translating it into profitable growth. It will teach you, for instance, how to: -Understand the financial link between satisfaction and profits -Turn customers who are simply ?satisfied? into vocal advocates - Empower frontline employees to do the right thing - Use problem resolution as an opportunity to make new fans Satisfaction offers advice for companies large or small, for product manufacturers, service providers, and retailers alike. It delivers not just a stockpile of customer research, but a road map to developing specific policies and processes. It also tells fascinating stories of companies that don't just talk the talk, but walk the walk every day—and of other companies that ignored the voice of the customer, with dire consequences.

Customer Loyalty

Customer Loyalty
Author: Jill Griffin
Publisher: Jossey-Bass
Total Pages: 260
Release: 1997-06-26
Genre: Business & Economics
ISBN:

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Studies show that customer satisfaction does not equate with continued sales--it is the "loyal" customer who resists the competitor's tempting offers. This pragmatic guide outlines a savvy, seven-step process for turning prospects into customers and customers into loyal advocates.

The Loyal Customer

The Loyal Customer
Author: Shep Hyken
Publisher: Shepard Presentations, LLC
Total Pages: 117
Release: 1999
Genre: Customer relations
ISBN: 0963782010

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Harvard Business Review on Increasing Customer Loyalty

Harvard Business Review on Increasing Customer Loyalty
Author: Harvard Business Review
Publisher: Harvard Business Press
Total Pages: 234
Release: 2011
Genre: Business & Economics
ISBN: 1422162524

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How do you keep your customers coming back - and get them to bring others? This collection of HBR articles helps you: turn angry customers into loyal advocates; get more people to recommend you; boost customer satisfaction by satisfying your employees; and, focus on profitable customers - whether they're loyal or not.

Care Packages for Your Customers

Care Packages for Your Customers
Author: Barbara Glanz
Publisher: McGraw Hill Professional
Total Pages: 226
Release: 2007-03-31
Genre: Business & Economics
ISBN: 0071509488

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CARE to build a customer-focused company! Are you building enough customer loyalty in your organization? CARE Packages for Your Customers gives you 52 proven, actionable ideas for providing extraordinary service, increasing sales, and ensuring continual business success. By implementing one technique per week, you'll deliver a complete CARE package of exceptional customer service. Providing examples of each technique and tips for successful implementation, this solution-oriented tool also includes Self-assessments, brainstorming exercises, checklists, and worksheets Real-life examples of how companies create enhanced customer experiences Helpful “how-to” tips on obtaining customer feedback, organizing employee focus groups, and boosting employee performance Time-tested strategies for doing business, such as The Five Loyalty Builders and The Eleven Rules for Good Listening

Go Live!

Go Live!
Author: Jeffrey Gitomer
Publisher: John Wiley & Sons
Total Pages: 160
Release: 2020-10-22
Genre: Business & Economics
ISBN: 1119647193

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Learn how to go online with a winning sales and marketing strategy in this insightful resource Go Live! Turn Virtual Connections into Paying Customers helps readers understand and take advantage of several online tools to boost their sales and increase their revenue. Accomplished salesperson, consultant, and online personality Jeffrey Gitomer describes how tools like Facebook Live and podcasting can drive sales and help you connect with your customers. You'll discover: How to use tools like YouTube, LinkedIn Live, podcasting, and Facebook Live to connect with and develop your leads How to properly utilize social media like Instagram and Twitter to spread your message and sell to clients How to promote and repurpose content to create as big an impact on your audience as possible Written specifically for a post-pandemic sales audience, Go Live! Turn Virtual Connections into Paying Customers delivers results for anyone expected to deliver sales results in a virtual environment. It also belongs on the bookshelves of those who hope to take their successful offline sales strategies to the online world.

Social Boom!

Social Boom!
Author: Jeffrey Gitomer
Publisher: FT Press
Total Pages: 201
Release: 2011
Genre: Business & Economics
ISBN: 0132686058

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"What's your company's social media policy? Probably shortsighted. Business social media, or, social networking, has become more than a global phenomenon. When combined with your online presence and online outreach, it's a global business phenomenon and a revenue generating phenomenon..."--Dust jacket flap.

Jeffrey Gitomer's Little Green Book of Getting Your Way

Jeffrey Gitomer's Little Green Book of Getting Your Way
Author: Jeffrey H. Gitomer
Publisher: Prentice Hall
Total Pages: 210
Release: 2007
Genre: Business & Economics
ISBN:

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Following in the bestselling footsteps of Little Red Book of Selling, Little Red Book of Sales Answers, Little Black Book of Connections, and The Little Gold Book of YES! Attitude, Jeffrey Gitomer's The Little Green Book of Getting Your Waydigs deep into the 9.5 elements that make persuasion, and getting your way, happen. By breaking down the elements, the reader will begin to understand, take action, become proficient, and then master the ability to persuade. Because persuasion occurs in so many different areas of life and business, Gitomer leads the reader from mental readiness to the principles of getting your way and the power that persuasion offers. He challenges the reader to prepare before they present, to prepare before they try to persuade. He demonstrates how to change a presentation into a performance and shows how this can be done in any environment. But because persuasion most often takes place in business, he draws special emphasis to the reader's ability to write and sell persuasively. The book talks about the persistence that enables winning persuasion. He brings the Benjamin Franklin quote "If at first you don't succeed, try, try again" to the Gitomer level of "You only fail when you decide to quit," and the book ends challenging the reader how to think about excellence and eloquence. It will be up to the reader to take advantage of the opportunity and harness the power.

Jeffrey Gitomer's Little Teal Book of Trust

Jeffrey Gitomer's Little Teal Book of Trust
Author: Jeffrey Gitomer
Publisher: Financial Times/Prentice Hall
Total Pages: 0
Release: 2008
Genre: Confidence
ISBN: 9780137154104

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This guide details how to gain and keep trust in sales, business, and life. Gitomer, an executive salesman, author, and seminar speaker, discusses definitions and elements of trust; the characteristics of trustworthy people; how to trust; how to gain trust in business and sales situations; and losing trust and its ramifications. He also explains how to become a trusted advisor.