Customer Reviews

Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know

5 star:		(75)
4 star:		(7)
3 star:		(3)
2 star:		(6)
1 star:		(8)

 

 

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!

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.

This book is only for those who wish to give the most outstanding service possible...those who want to hear "WOW!" again & again. The book is clear, easy to understand, and humorous. It's also hard-hitting & forces the serious service provider to take a hard look at themselves and their businesses. I gave a service orientation for my co-workers based largely on the contents of this book. The results were astounding. Even the most jaded of our service providers were overflowing with questions, comments and excitement. Anyone who works with the public should read this book. Just a note: If you are curious as to what happens if you take the opposite approach, check out another great book, "It's Not My Department" by Peter Glenn. The examples in his book spotlight a lot of the "customer service nightmares & horror stories" that tend to occur when apathy is the prime emotion guiding service.

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.

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!

This book is fairly typical of the type of sales and marketing oriented "quick reads" on customer service. It is filled with motivational urgings and "rah-rah" enthusiasms that are ultimately designed to placate customers, rather than actually resolve a problem through knowledge management and empowerment. Historically, the post-sale customer service function has been relegated to this role by numbers driven marketing strategies. Such approaches decimate service realization endeavors, leaving call center representatives to act as courteous and empathetic listeners, but little more. Despite the catchy title and use of the "loyalty" bait, the content does not seriously explore an end-to-end service plan that ensures the gathering of useful market intelligence, thus driving improvements throughout the organization. Instead, it demonstrates that the author knows virtually nothing about inbound call centers and the often low paid, poorly informed, high turnover individuals who are cajoled into maintaining a positive company image. Get out of your ivory sales tower, Mr. Gitomer, and get into the trenches - you might stop saying WOW! and devote your energies to creating a real customer service strategy.

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!

Sure, this book may seem to "waste space." What Gitomer does do, instead of filling up the pages with mindless filler like so many other books, is exemplify the importance of differentiation. This to busines books what the Beatles "White Album" was to records in its day. This book is so very different, it takes you by suprise!

The implimentation part may seem difficult, but it you read between the lines, Gitomer spells out very clearly how to begin the process. It must start at the top! The owners and leaders must be truly commited to it, or it cutomer loyalty will never happen. Employee enthusiasm for this kind of work cannot happen overnight, but it can happen, and does.

Get this book, and to see how one company put the principles into action, get "The Saturn Differnece" by Vicki Lenz. The two, put together, make a powerful combo.

Gitomer asks, "Would you rather have a satisfied spouse or a loyal spouse? Then, would you rather have satisfied customers or loyal customers?" See the change in perception????

After listening to a colleague promote this book time after time, I finally gave in and bought it, and am I sure glad I did! This book is so straight forward in its approach yet provides the information necessary to really improve and notice what companies are doing to keep your loyalty or those who are doing their best to just keep you satisfied. He goes through the process of helping you discover what you're doing right and what needs improvement. This book also points out the importance of the individual in business for promoting or hurting future sales. Being on the road frequently with business, his travel stories related to similar experiences I've had with airlines, restaurants, and hotels at numerous locations across the country. I recommend this book to anyone wanting to improve their customer loyalty skills and increase their referral business.