Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless

How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know

By Jeffrey Gitomer

Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless Jeffrey Gitomer's latest work is clearly in the running for having the world's longest title (almost a book in itself). Just reading the title makes it clear what this book is all about--and gives you a rock-solid reason to buy it. That's pure Gitomer: medium and message all in one.

Gitomer is a syndicated business writer and sales/service training pro, who delivers more than 150 live seminars each year to companies like Radisson Hotels, Sony, NationsBank, and Time Warner Cable. He's a savvy, in-your-face, no nonsense, nuts-an'-
bolts, tell-it-like-it-should-be kind of guy. And fear not: he's always entertaining, enlightening and enjoyable. Jeffrey Gitomer and his book are fun!

Customer Satisfaction Is Worthless... is based on the classic marketing mission of creating: 1) trial, 2) franchise, and 3) advocacy. I.e., get the consumer to happily try your product or service, buy only your brand, and enthusiastically tell lots of other people how great it is. He wants everybody you do business with to be so loyal they'll "...fight before they switch"--and they will pro-actively refer people to buy from you. Gitomer is a perfectionist--and his book is perfect for networkers.

Hardcover: 288 pages; $30;
Bard Press.


The Big Book of Customer Service Training Games

Quick, Fun Activities for Training Customer Service Reps, Salespeople, and Anyone Else Who Deals With Customers

By Peggy Carlaw,
Vasudha Kathleen Deming

The Big Book of Customer Service Training Games Okay, so Jeffrey Gitomer isn't the only one out there with a mile-long book title. And this is another one that clearly lets you judge this book by its cover. This is a book of games (50 of 'em) you can use to train people in customer service--and it's also a great resource for networkers to turn their stale and same-old Saturday trainings into fun, exciting and powerfully practical get-togethers where time flies and people ramp up their people skills.

Most of the activities and games in The Big Book of
Customer Service Training Games... take just 15 to 30 minutes to complete; they include handouts to keep your job as the leader simple and easy.

Paperback: 209 pages; $19.95 McGraw-Hill Trade