I was looking for something to give me a kick in the as*, to give me some motivation to make some changes.
I was a Barnes and Noble last night, looking through the Marketing section and came across
“Customer Satisfaction is Worthless, Customer Loyalty is Priceless”
http://www.amazon.com/Customer-Satisfac … roduct_top
Maybe I’m late to the game with this, as it was published in 1998 - and you might already know about it.
It is by far the most important book I’ve read since I’ve been in business. Everything in it is so obvious.
I’m only about 1/2 way through and I’m totally re-energized. Now to get our people on board, and get rid of the ones that won’t.
There is a huge difference between a satisfied customer and a loyal one.