Customer Satisfaction is Worthless, Customer Loyalty is Priceless by Jeffrey Gitomer (ISBN: 188516730X) is one of the books required for this course. A timeless classic about the value of a loyal customer. Why measure satisfaction when all that counts is loyalty?
Building Great Customer Experiences by Colin Shaw and John Ivens (ISBN: 1403939497) is another book required for this course. The authors show that physical execution and emotional impact of customer experiences may ultimately determine customer satisfaction and loyalty, as well as the commercial success of companies and brands. With the use of compelling examples and cases the authors show that this is key for all companies and organizations. In this revised edition they demonstrate that the customer experience has now become central to the agenda for many companies and organizations.
Delivering Knock Your Socks Off Service By Performance Research Associates (ISBN: 0814417558) is the last book required for this course. Is the go-to guide on providing the kind of outstanding service that keeps customers coming back, the fifth edition combines powerful tools and techniques with real-world examples and all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.
All of these books are available at Amazon.com, Chapters, Barnes & Noble or your local bookstore. These are also available at most public libraries.
If you have not already, please feel free to download the CSMC study guide and syllabus with the links below:
If you have questions about the program please view our Frequently Asked Questions (FAQ) page, or call our friendly U.S. based team at (305) 503-9050.