Customer Service Resources
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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. Customer-service pro Jeffrey Gitomer does not believe that a near-perfect customer-satisfaction rating of 97.5 percent is good enough. "That means 2.5 percent of your customers are mad and they're telling everyone. Based on a philosophy that's been developed through his syndicated business columns and more than 150 seminars he gives each year to major companies the book outlines his formula for making customers so faithful they "will fight before they switch--and they will proactively refer people to buy from you."
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How to Become a Rainmaker: The Rules for Getting and Keeping Customers and Clients by Jeffrey J. Fox. This is an afternoon read, pure and simple. And chances are good that once readers accept Fox's hard-hitting yet commonsense approaches, they'll accept his sales process, which applies, by the way, to selling widgets, promoting intangible services, or selling yourself. Every one of the author's 50 two-page to four-page chapters contains just one nugget of information more than the preceding section, enough to keep the momentum and the attention.
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What Clients Love: A Field Guide to Growing Your Business by Harry Beckwith. Marketing guru Harry Beckoffers valuable lessons about capturing and keeping clients. Using examples from Absolut Vodka, Kinkos, Starbucks, and Ian Schragers boutique hotels, he organizes his advice by describing four significant social trends that shape client needs and loyalty. Beckwiths strategies for coping with information overload focus on getting to the point--using a shorter sell and fewer superlatives |
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