Customer satisfaction is worthless, customer loyalty is priceless
Jeffrey Gitomer

Raving Fans
A Revolutionary Approach To
Customer Service
Ken Blanchard and
Sheldon Bowles
Total Customer Satisfaction
A Comprehensive Approach for Health Care Providers
Stephanie G. Sherman and V. Clayton Sherman
Firing On All Cylinders
The Service/Quality System for High-Powered Corporate Performance
Jim Clemmer

To longtime sales and customer-service pro Jeffrey Gitomer, boasting about a near-perfect customer-satisfaction rating of 97.5 percent is a major mistake. That means 2.5 percent of your customers are mad and they're telling everyone. And 97.5 percent of your customers will shop anyplace the next time they go to market for your product/service.

"If you really want a booming business, you have to create
Raving Fans."

This, in a nutshell, is the advice given to a new Area Manager on his first day-in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.

This book explains the best practices by which health care facilities have achieved extraordinary levels of customer satisfaction as well as ultra-high levels of patient and physician retention, price/cost control, service quality, market share growth, and relationship building. It will also include "18 Commandments of Customer Satisfaction" and "9 Eternal Truths of Customer Relations."

This authoritative, crisply written book outlines Zenger-Miller/Achieve's Service/Quality System that is used in dozens of public and private sector companies. At the heart of the book are 12 key service/quality improvement areas--or cylinders--that show how to signal commitment, listen to internal/external customers, improve processes, realign systems, and more.

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