Posts Tagged ‘retention’

This is by far the most dramatic book I’ve read on customer retention, but I really enjoyed it.

Even though the book is over 20 years old, the majority of content and principles are not only still relevant when it comes to customer service and customer experience for digital products, but also when collaborating with stakeholders as the book touches on the importance of telling people who have a problem to solve that you understand how they feel, empathising, listening…

I particularly enjoyed reading about Jeffrey Gitomer’s personal stories/learning experiences and the last chapter ‘Lessons you never learned in school (are the ones you need to succeed)’ is pure gold, full of practical tips on self-development which was totally unexpected.

“Satisfied customers will shop anyplace. Loyal customers will fight before they switch – and they proactively refer people to buy from you.”

“The CEO, or owner of your company does not pay you…the customer pays you.”

“No matter how much people pay, they expect a quality product. If you’re selling price and sacrificing quality, eventually you will lose the business to someone with opposite thinking.”

“The biggest reason that positive endings don’t happen is because employees are trained in policies and rules, rather than principles.”

“If you take ownership of the problems, you take ownership of the customer. If you let them go away, someone else is sure to take care of them that day – and for days beyond.”

On schooling..”I’m recommending we supplement the stuff that makes us excellent Trivial Pursuit and Jeopardy players (Geography, Literature, History), for the information and lessons we could really use (Attitude, Goals, Responsibility).”

“If these characteristics of successful people seem so simple, how come they’re so difficult to master? Answer: your lack of personal self-discipline and a dedication to life-long learning.”