The Saturn Difference: Creating Customer Loyalty in Your Company

By Vicki Lenz

Many people across the country claim they have been "Saturnized," thanks to the company's renowned style of conducting business that keeps their customers happy and coming back to purchase again and again. Marketing expert Vicki Lenz explores how Saturn built its exceptional customer service reputation, using their successful methods as a role model to demonstrate how any company can create positive relationships with their customers, fulfill their needs, and turn one-time buyers into repeat-purchasing, loyal clients. Lenz, a satisfied Saturn customer, focuses on why Saturn buyers are so loyal, letting the reader hear directly from the customers themselves and extrapolating lessons from their feedback that are useful in any industry. She covers the steps companies can take to gain customer loyalty, including how to create interest, how to help customers feel welcome, how to solve problems, and how to communicate after the sale. In the spirit of The Nordstrom Way, Lenz offers managers, owners, and entrepreneurs alike sound advice that will show them how to stay ahead in the all-important race to catch, and keep, the customer.

• Format: Hardcover
• Language: English
• ISBN: 0471314498
• ISBN13: 9780471314493
• Release Date: February 1999
• Publisher: Wiley
• Length: 274 Pages
• Weight: 1.10 lbs.
• Dimensions: 8.8" x 0.9" x 5.8"

Customer Reviews

The certain way to succeed in business!

What a magnificent book! What a great example is the story of Saturn. It proves what we all know, but what so few do - that a genuine love of a product with a genuine care for a customer is the certain way to succeed in business. I'll take 200 copies please for all our real estate offices!

A mmust read for anyone in business

This book gives valuable insight in how to retain customers. It goes way beyond customer satisfaction and brings us back to the simple values that make businesses truly successful.