I can't believe this book has been out since 1998 and so many companies aren't taking advantage of the great advice offered by Jeffrey Gitomer. If companies are happy with keeping customers "satisfied" then they aren't getting it. Customer loyalty is where it's at and that should be the goal of all companies.This should be a must read for all companies and anyone working in customer service. Learn how to "wow" customers at every interaction. Stop satisfying your customers and learn how to keep them loyal and providing referrals non-stop!