Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless
by Jeffrey Gitomer
Gitomer argues satisfied customers leave; loyal ones stay and refer. Tactics for memorable service in his punchy style.
Read it if…
you want to move from satisfied to loyal customers.
See the book →
Skip it if…
you want research-based CX.
Try instead: Blue Ocean Strategy →
Three things you will actually use
- Satisfied is not loyal.
- Memorable beats adequate.
- Loyalty is earned repeatedly.
Do this first
Do one memorable thing for a customer today.
Our verdict
Loyalty over satisfaction.
See the book →
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