Customer Satisfaction Is Worthless … Customer Loyalty Is Priceless!

customer-satisfaction-is-worthlessCustomer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
by Jeffrey Gitomer

While the title may be shocking at first glance, the concept is indeed profound! It may just be the decisive factor in determining the success of your organization.


All have heard about it, and most have experienced it at one time or another. What a wonderful feeling to have the unconditional love and affection that comes from loyalty. It is the highest form of friendship and the highest form of commitment. Loyal is unyielding, unrelenting, and ever faithful. True to the end.

It is with that understanding that this book is centered. So how do you get to “loyal” in the relationships with your customers? Simple—apply the principles that build loyalty in every other aspect of your life. Believe it or not, there are easy answers, but you have to work hard to achieve mastery of them. This book helps you discover those loyalty answers and the best ways to master them.

This book is an easy read laced with bullet points, lists, examples and stories from the viewpoint of cash-paying customers—some are hilarious—some will make you applaud—some will make you nauseous. All will enlighten and educate you in the fine art of creating customer loyalty. This is a must-read for every member of your organization!

(This book review was originally published in 1999 as one of the Top 10 Books – Edition 1.)

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

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