Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless | Jeffrey Gitomer

Summary of: 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

Introduction

Step into the world of customer loyalty with Jeffrey Gitomer’s eye-opening book ‘Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless’. Discover the difference between mere satisfaction and deeply-rooted loyalty and learn why companies should strive to convert their customer base into lifelong advocates. This summary explores the critical aspects of building loyalty through exceptional customer service, understanding your customers’ needs, going the extra mile, and taking responsibility for resolving problems. Be prepared to challenge the status quo and transform your approach towards your customers.

Customer Loyalty

Companies should aim to develop loyal customers instead of simply measuring customer satisfaction. Loyalty is earned by providing exceptional customer service that meets customers’ needs and expectations. To achieve customer loyalty, companies must understand what their customers want, deliver memorable service consistently, and live up to their commitments. Positive surprises can also help build lasting, positive connections with customers. Large corporations often fail to offer exceptional service, giving smaller companies a unique opportunity to win over customers. Poor service occurs due to bad training provided by management or unhappy employees who act out their misery. Without earning customer loyalty, companies risk losing 3% of their customers who may be satisfied but are free agents in the marketplace.

The Power of Excellent Customer Service

Customers leave businesses for various reasons, including poor customer service. This breach of trust can lead to negative word-of-mouth and even horror stories. In fact, studies have shown that 91% of angry customers will never return. However, 80% of dissatisfied customers will return if their problem is corrected. The key to preventing such situations is to create a customer-focused environment where employees understand the guiding principles behind customer policies. This will give them the latitude to deal with any issues that arise professionally. When employees are poorly trained, management is out of touch with customers, or company policies become excuses for not helping customers, the quality of service suffers. It is therefore essential to establish a culture of excellent customer service, as ultimately, it is this that will turn customers into long-term friends of the company.

Deliver Outstanding Customer Service

Providing excellent customer service is essential for any business to thrive. To achieve this, businesses must recognize the importance of their customers and maintain a positive attitude towards them. Swift and adequate assistance, developing repeat customers, and focusing on customer loyalty are also crucial in building long-lasting relationships. Satisfied customers do not necessarily translate into loyal ones, so it’s vital to find out what customers are saying about your company and offer prompt, authentic responses. Being a friend and a resource, avoiding policies, offering solutions, and providing good service help customers have a positive reaction. Finally, the customer’s perception is always right, and it’s essential for businesses to test how their customers see them.

Creating Exceptional Customer Service

Providing great customer service requires more than just being friendly. It’s about creating “wow” moments that make customers feel exceptional. This can be achieved by hiring cordial and positive employees, developing a permanent attitude of friendliness, and going above and beyond to rectify negative experiences. When dealing with complaints, display empathy, take responsibility, and offer solutions. By providing valuable resources and experiences to customers, businesses can create a loyal following of happy customers.

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