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
Since the founding of Paul Cameron’s recruiting firm DriveStaff, Inc., in June of 2002, every single recruiter, administrative assistant, and everyone in between was required to read this book before their first day, on which, there was a quiz on this book to ensure they actually did read it.
Out of all books Paul recommends, this is his favorite!
One of our key metrics at DriveStaff and SpeedUpMyJobSearch.com are the number of unsolicited “Wow” comments each person receives when going above and beyond the service they expected.
As a job seeker, taking that same approach to everyone with whom you network will yield unprecedented results for you. How many Wows did YOU get this month??
In this book, Jeffrey Gitomer presents many examples of Wow service, which naturally generates word-of-mouth advertising about you. The most important determinant of providing WOW! Service is attitude and self-motivation, and Gitomer talks throughout the book about how to improve one’s knowledge and positive attitude about the business they are in.
The book is a very quick and easy read, with lots of great examples and stories. He provides useful checklists and reminder cards you can actually rip out and place on your desk, or mirror, or anywhere! Gitomer’s style is very open and user-friendly, with interesting variations in the typeface to enhance reader interest and curiosity. Throughout, he presents quizzes and self-evaluation questionnaires to help the reader evaluate their own levels of service.
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