Customer Reviews

The Saturn Difference: Creating Customer Loyalty in Your Company

5 star:		(2)
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2 star:		(1)
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What a magnificent book! What a great example is the story of Saturn. It proves what we all know, but what so few do - that a genuine love of a product with a genuine care for a customer is the certain way to succeed in business. I'll take 200 copies please for all our real estate offices!

This book gives valuable insight in how to retain customers. It goes way beyond customer satisfaction and brings us back to the simple values that make businesses truly successful.

Vicki Lenz has written a thoughtful, but out of date rendition of how Saturn currently conducts business. Because of lower sales numbers, many of the dealerships have reverted to the old way of selling cars. Long gone are the barbeques and the customer information seminars, proactive recalls, and friendly cost effective customer service. Policy now calls for "touching the desk", the typical car sales approach for the sales person to get the manager before the customer leaves the premises as a last ditch effort. Saturn is no longer rated as the number 1 car in sales satisfaction and the JD Powers ranking is sinking annually. Ms. Lenz needs to seriously update her material. The techniques she describes haven't been used by Saturn for quite awhile.