Customer Reviews

Customer Loyalty: How to Earn It, How to Keep It

5 star:		(21)
4 star:		(0)
3 star:		(0)
2 star:		(0)
1 star:		(0)

 

 

As a business developer, I tend to look for quality business advice that is both practical and true to real life situations. I hit a "bulls-eye" with Jill Griffin's "Customer Loyalty, How to Earn it - How to Keep it!" And what a plus to find it also to be relational in a genuine way. For that is the best kind of business. And the author illustrates that truth with so many wonderful examples.

Of course there is a difference between customer satisfaction and customer loyalty! But Jill Griffin is the first person I've read who points it out. We all need to be wiser about the customers we have. Why do we spend so much time looking for new customers, out there somewhere, compared to our existing clientele? Here we have an author who shows us how to easily nuture the customers we have toward additional sales AND toward being our supporters and promoters for new clients as well.

As I read "Customer Loyalty" through, I immediately and consistently found myself thinking, "A bird in the hand is worth at least 12 in the bush!"

As a marketing consultant, I have found this book extremely valuable. It will be extremely valuable to ANY business and will make you change your view on how your business should opperate. It is written in a simple clear manner so a student can understand it, yet as professional with 14 years of experience, I found many interesting concepts.

As the managing editor of CRMGuru.com, the largest online community of business professionals focusing on customer loyalty and related issues, my bookshelves are overflowing with review copies of books on CRM, loyalty, customer centricity and the like. Jill's book does not reside on these bookshelves. Her latest second edition sits next to my computer monitor, within easy reach. I use it frequently as one of my "customer loyalty bibles" when looking for case studies and working examples to weave into our numerous newsletters and online forum discussion board topics. Jill goes beyond information; she allows the reader to engross herself as a customer of the book. It is a win-win situation for all customers. A must read in my book! So much so that I list it in my suggested reading for students in my entrepreneurial classses that I teach on the college level.

Carol Parenzan Smalley
Managing Editor
CRMGuru.com

This text is required for my Master of Science in Quality Assurance course. This text gives a very good overview of the essentials of developing and maintaining customer loyalty. It differentiates customer satisfaction and customer loyalty well. I think that everyone will find this a worthwhile purchase.

As an experienced loyalty marketer, I had high expectations reading this book. I must say it even exceeded them. It is easy to read, complete and well structured. It combines well theory, cases studies and practical tips. It covers the distinct areas which impact loyalty, and guides us well on a step by step approach, especially helpful given the wide and complex subject. In others words, this book is great value for money for anyone who cares about customer loyalty.

When your corporate name is "Spartan Computer Services," and your primary competitor is IBM Global Services, there is no room for error. We cannot be good; we have to better, much better. If our customers are merely satisfied--and we deal with the most recognized names in the (demanding) restaurant industry--our services contracts would last as long as it takes IBM to process a "special bid."

By using clear examples and sound business principles, Ms. Griffin cuts through the academic with a confidence and style of someone who has clearly "walked the walk." Buy "Customer Loyalty," stuff it in the travel bag, pull it out on the next flight, and get ready to highlight. It is the definitive loyalty book and a "must have" resource for any company with loyalty ambitions.

Loyalty marketing is tough work, but Griffin makes it a lot simpler in the clear, consise way she teaches her readers the fundamentals of generating customer loyalty. Once you read the real world examples she uses, you'll see exactly why her advice is right on.

Jill Griffin delivers practical strategies that will enable businesses of any size to attract and keep loyal customers. Written in an anecdotal style, the book delivers a wealth of examples that provide specific recommendations for building loyalty. Griffin clearly differentiates between customer "satisfaction" and customer "loyalty" and proves that the latter is what directly impacts the bottom line.

This is the kind of book you'll want to purchase for your business library, and one that you'll refer to regularly for creative inspiration.

We purchased the book for each of our staff members. Each member found the book to give them: insight to the customer's mind, tips on keeping the customer more than content with our services and consequently ways to attract more business for our firm. It was well worth the time to read this informative and innovative approach.

Not enough effort/press is given to customer loyalty.

We do training for companies in a service industry and use this book as part of our program. It has revolutionized the way we look at customer loyalty. The concepts in this book will help you identify and keep the right kind of customers