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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.

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Available copies

  • 1 of 1 copy available at Evergreen Indiana.

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0 current holds with 1 total copy.

Location Call Number / Copy Notes Barcode Shelving Location Status Due Date
Garrett PL - Garrett 658.812 GIT (Text) 30010170554276 Nonfiction Available -

Record details

  • ISBN: 188516730X
  • Physical Description: 288 pages ; 24 cm
  • Publisher: Austin, Tex. : Bard Press, [1998]

Content descriptions

General Note:
Includes index.
Subject: Customer loyalty.
Consumer satisfaction.
Customer services.
Customer relations.
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Part I Customers, the Source of Your Paycheck 021(44)
01 Introducing the Most Important Person in the World
023(12)
An "important" discovery
024(1)
The fortune being made in service -- and the fortune being lost
025(1)
What's in this book for you? Lots!
026(2)
How do you want to be served? (the diamond rule of service)
028(4)
Good News!
032(1)
We will disagree once
033(2)
02 Introducing the Customer (HELP!)
035(14)
These days customers are
036(1)
HELP! Why do customers call us? (What do they want?)
037(1)
Shouldn't it really be called "Customer Helping"?
038(1)
What else would customers like?
039(2)
Define your customer
041(3)
What's one customer worth?
044(1)
The 21st century customer service challenge
045(3)
Treat them like
048(1)
03 The Reality of Service -- Lousy, Satisfactory, or Memorable?
049(8)
The "Ladder" of Customer Service
050(1)
Lousy Service -- all our representatives are busy now, get in line
051(2)
Loyalty. What is it? How do you get it?
053(1)
Satisfied or loyal -- which are your customers?
054(3)
04 Who's Wrong? What's Wrong?
057(8)
The customer is always wrong! -- and you're just about as perfect
058(1)
You're fired! By the real boss -- your customer
059(2)
What's wrong with (your) customer service?
061(4)
Part II The Right Principles Create the Right Words 065(92)
05 Principles, NOT policy
067(22)
"It's our policy to..."
068(1)
The BIG DUH File -- "I wish I could help, but our company policy clearly states..."
069(2)
The New Approach to Customer Service -- Principles before Policy
071(1)
The 12.5 Principles of Customer Service
072(17)
06 Three BIG Factors: 1. Get Real, 2. Get Friendly, 3. Get WOW!
089(14)
The "Get Real" factor -- Your service builds or destroys your business
090(1)
I have no reservations about friendly service
091(2)
The "Friendly Factor" -- How full of it are you?
093(2)
Memorable customer service -- Where's the washcloth?
095(1)
Are you using the WOW! Factor?
096(2)
The WOW! report card
098(2)
The WOW! factor -- SELF TEST
100(3)
07 What's the Word Out on You?
103(6)
"Jeffrey, I'm going to buy some tires today!"
104(2)
Word of Mouth advertising -- Free Money?
106(2)
Mouth-to-Mouth advertising
108(1)
08 The (SECRET) Service Success Formula
109(4)
The Formula for Successful Customer Service -- SELF TEST
110(3)
09 If You Talk Stupid, They'll Get Angry (and uncovering secrets to keep them happy forever)
113(14)
A funny and pathetic phrase
114(1)
It's all in the first few words -- or not!
115(2)
The Secret Words
117(1)
More Secret Words
118(1)
"It's our policy." Forbidden Phrases that your competition hopes you'll tell your best customer -- and other "never" words
119(4)
The BIG Secret -- Put "Grandma" at the end of it
123(1)
The Secret Formula -- React, Respond, Recover +1
124(3)
10 It's NOT the Apology That Matters... It's the Recovery That Counts
127(10)
When something goes wrong, what do you say?
128(3)
From Complaint to Recovery
131(1)
The Personal Touch Method -- How to handle an angry customer
132(2)
Angry customers: How they get that way and how to calm them down
134(2)
Customers talk
136(1)
11 Benchmarks Set the Standards... for Best Performance!
137(6)
Benchmarking Best Practices -- The Best Path to Loyalty
138(2)
Raymond Takes a Risk and Sets the Standard
140(3)
12 Put Your Job Skills to the Test
143(14)
The Customer Service Test -- SELF TEST
144(11)
A daily report card is yours for the listening
155(2)
Part III Lessons from the Real World 157(92)
13 Lessons I Learned Sleeping in Someone Else's Bed
159(18)
All I wanted was an ironing board
160(3)
"Sorry, no rooms tonight"
163(3)
Upping the standards and WOW!ing the customer
166(5)
A NIGHTMARE -- Exceeding my expectations -- Not!
171(3)
A FANTASY -- Creating plenty of room for error
174(1)
You can earn forgiveness BEFORE the error -- or not
175(2)
14 Lessons I Learned Shopping in Someone Else's Store
177(14)
Go Away!
178(1)
Re-sign Your Greetings
179(1)
No shoes, no shirt, no service, no customers
180(3)
Bagel, bagel on the wall
183(3)
You don't have to buy it, just try it on (sizing up customer service)
186(5)
15 Lessons I Learned Flying in Someone Else's Airplane
191(14)
Late Flight Delight. Happiness at 30,000 feet
192(2)
The "Get Real" and "Un-real" of airlines
194(2)
It was just an ordinary flight from Ft. Lauderdale
196(2)
The Three-Option Opportunity
198(3)
Trying to escape Boston with a smile. No luck
201(4)
16 Lessons You Never Learned in School (are the ones you need to succeed)
205(38)
The Great Jim Rohn says
207(2)
Positive attitude is everything -- how's yours? -- SELF TEST
209(2)
Could the Problem Be You? Take the "YOU" SELF TEST and Find Out!
211(6)
Good, better, best. Which one are you?
217(6)
Post-it Note Goals -- A Miracle of Achievement
223(2)
What does the local news have to do with great customer service? NOTHING!
225(3)
Don't worry, college will prepare you for the real world -- The difference between earning a living and earning a fortune
228(3)
The winds. The tides. The career. They all change
231(3)
10.5 ways to adapt change and incorporate it naturally in your life, and your life's work
234(1)
I wanna be a success! I wanna be a success! -- SELF TEST
235(4)
12.5 Principles of life-long learning -- SELF TEST
239(1)
Three principle that lead to success and wealth
240(3)
17 Loyalty Lessons from the Real World (lessons you can convert into your success)
243(6)
Converting satisfied customers to loyal customers
244(2)
The chef would like you to try some of this
246(1)
Creating and documenting your own success stories
247(2)
Part IV Loyalty -- The Final Frontier 249(22)
18 The Loyalty Answers for The Company and You
251(14)
Loyalty is the breed and you are the stud
252(3)
Make one customer ecstatic -- one mind-boggle a day
255(1)
Take a few short leaps and you're at loyalty
256(2)
The Loyalty Solution
258(1)
The Measurement for Loyalty
259(2)
A measuring device: Be your own customer
261(4)
18.5 The Loyalty Mission: The End of Satisfaction
265(6)
Your Mission Statement is wrong
266(1)
Your Mission Statement is wrong and sending the wrong message
267(1)
The Universal Mission Statement
268(1)
The End of Satisfaction is the Beginning of Loyalty
269(1)
The only perspective that matters
270(1)
Epilogue 271(8)
Thank You, Angels 272(4)
About Jeffrey Gitomer 276(2)
About Buy/Gitomer 278(1)
Index 279
Order form 287


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