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.

Warning....you will feel the sting of this book long after you've read it. It's like stuffing snow down your pants when you're all cozy warm. Do you know how many times I caught myself arguing with the pages? My last ten years have been in "customer service" and now I have to relearn and refocus because of Mr. Gitomer and his extremely loud presence. I felt like I was back in Catholic school and the nuns were prepping me for a yard stick beating if I didn't change. The only reason I didn't rate it 5 stars is because I'm stubborn and refuse to relinquish ALL control. I assure you, the book is well worth it, just be prepared to realize that you have no freaking clue what you're doing and you're gonna have to change. I digested the whole book in a weekend (amid copious amounts of tears) and if you buy this book, you'll do the same.

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.

The difference between a satisfied customer and a loyal customer is; one MIGHT do business with you again and MIGHT refer others to you, the other WILL do business with you again and CAN'T WAIT to tell others about your business. Of course this is just one of the many differences between a satisfied and a loyal customer. There are many others. Loyal customers cost less, because they are worth more!Sales guru Jeffrey Gitomer's book, CUSTOMER SATISFACTION IS WORTHLESS: CUSTOMER LOYALTY IS PRICELESS, details these and many other differences that are critical to your business. The beautiful thing about it is, mediocre, or even less than mediocre has become the norm, so when you make just minimal effort at building customer loyalty, your business will literally stick out like a sore thumb. It's so easy in today's business climate to be head and shoulders above your competition.I've never been a big fan of the way Gitomer lays out his books. Essentially this is a 200-page lesson in a 300-page format. I find it a little annoying sometimes when a page is filled with only eight or ten giant sized words, but must say the book does flow well and is very easy to digest.I was also pleased to find some very interesting reading on related topics such as company mission statements. Gitomer includes several of these topics one may not initially associate with building customer loyalty, but yet, in their own way, play integral parts in your overall company focus on customer relationships.I guess the easiest way to summarize this book is this; building customer loyalty is not that difficult, but it does take commitment and effort, coupled with direction and process. You furnish the first two, Gitomer has furnished the rest in this book.