Sales Trends corporate language. BUT to make it work, there has to be total senior-level support. If you concentrate on loyalty, satisfaction is no longer relevant. Start with attitude. You can’t teach loyalty, but you can teach and instill positive attitude among all the people in your company. Loyal action and great service STARTS with people who have a positive attitude.
Jeffrey Gitomer is the author of twelve best-selling books including The Sales Bible, The Little Red Book of Selling, and The Little Gold Book of Yes! Attitude. His real-world ideas and content are also available as online courses at www.GitomerLearningAcademy.com. For information about training and seminars visit www.Gitomer.com or www.GitomerCertifiedAdvisors.com, or email Jeffrey at email@example.com.
Measuring satisfaction? Waste of time, waste of money, waste of customer interaction. BUT it’s the PERFECT “c-y-a” vehicle for middle management to justify their job and existence. Here’s the real world measurement. Will they do business with me again? Will they refer someone to do business with me? Will they give a testimonial? Measure loyalty? Easy. Count the number of repeat customers. Count the number of referred customers. Count sales. And count profit. The rest is bogus.
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Published on Nov 7, 2017