Customer Service Book Review: Customer Satisfaction is Worthless, Customer Loyalty is Priceless… by Jeff Gitomer
This book throws a lot at you. It’s pure Gitomer. And it’s extremely useful, once you get past his “in your face” style.
There are several things I like about this book. First, it’s action oriented. It’s full of tips and things you can do right now to improve customer service. And, they cost little to nothing so you really have no excuse to implementing (at least) some of them.
I find this book motivational. Gitomer clearly believes what he writes about. He is a fanatic for customer service and he doesn’t apologize for having high expectations. He believes great customer service should be the norm and he lets us know it.
Another thing I like about this book is, he stresses the importance of little things. Improving customer service is not about planning and executing a massive, company-transforming project. It’s about doing a lot of little things every day with every customer, to make their experience better.
An added bonus is that Gitomer offers self-evaluation tests so you can see how you’re doing. (That might give you a reason to improve.) Finally, I like this book because it’s readable. It’s not packed with theory and statistics. It’s full of useful ideas anyone can understand and put to work right away. It works.
Find more information about this book here.