Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know. This item is unavailable.Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless: How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know

Gitomer, who conducts more than 150 sales seminars each year, is the author of The Sales Bible (1994) and a weekly column in more than 60 regional business newspapers. The first half of his title makes the unconventional assertion to make a point. Although a customer who is not satisfied is not as likely to return, companies should focus on building repeat business rather than just pleasing customers. The two efforts are obviously not mutually exclusive, but building customer loyalty is a separate and different process. Gitomer uses lists, anecdotes, observations, and aphorisms to demonstrate his point and his sales technique. Like his Sales Bible, this book, too, is laid out in a frenetic style: exclamation points abound and boldfaced, oversize motivational exhortations practically jump from the page. David Rouse