Customer Satisfaction is Worthless, Customer Loyalty is Priceless

In this influential book, Jeffrey Gitomer argues that achieving customer satisfaction is not enough because satisfied customers often shop elsewhere.

Instead, businesses should focus on creating deep customer loyalty, which leads to repeat business and proactive referrals.

Gitomer shares his philosophy developed through extensive experience and seminars, offering practical advice, real-world examples, and self-assessment tools to help companies deliver exceptional service, exceed customer expectations, and turn customers into enthusiastic advocates.

The book stresses consistent dedication to outstanding service as the key to unlocking the true value of loyal customers.