Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless

The title of this book says it all: measuring customer satisfaction is not enough, customer loyalty is what it’s all about. Ratio (intention to behave) is not important, emotions are. These form the motives of people, which lead to real behavior. In this book you will find a lot of practical tips and nice examples, although a clear vision is missing. Even so, nice to read through and maybe select some points for inspiration.