Cover image for The Saturn difference : creating customer loyalty in your company
The Saturn difference : creating customer loyalty in your company
Lenz, Vicki.
Personal Author:
Publication Information:
New York : J. Wiley, 1999.
Physical Description:
xiii, 274 pages : illustrations ; 23 cm
Corporate Subject:
Format :


Call Number
Material Type
Home Location
Item Holds
HF5415.5 .L46 1999 Adult Non-Fiction Central Closed Stacks

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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.

Author Notes

Vicki Lenz spent more than twenty years in sales and marketing, and in 1993 she started her own marketing, consulting, and training business. Her clients include a mix of small and large businesses and organizations, from retail companies to industrial and professional firms. She speaks to business and professional audiences. Vicki lives in Louisville, Kentucky. For more information, visit her Web site at She is a loyal Saturn customer.

Table of Contents

About Saturn and Customer Loyalty
A Brief History of Saturn
Creating Customer Loyalty: Where to Begin
Building on Core Values
Before, During, and After The Purchase
Create Interest
Help Customers Feel Welcome
Make the Buying Process Easy
Communicate AFTER the Sale
Solve Problems
Keep Customers Coming Back!
The Rest of The Story
Q's & A's with a Saturn Big Wheel
Get Saturnized!Notes