Customer Winback: How to Recapture Lost Customers--And Keep Them Loyal

Voorkant
John Wiley & Sons, 28 feb. 2002 - 336 pagina's
Most firms consider the lost customer a lost cause. But in this ground breaking book, Jill Griffin and Michael Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof. Whether your business is small or large, product- or service-based, retail or wholesale, this book offers proven strategies for recognizing which lost customers have the highest win-back value and implementing a sure-fire plan to recover them. It includes the techniques of hundreds of innovative companies who are already working to recapture lost customers and keep them loyal. In today's hyper-competitive marketplace, no customer retention program can be entirely foolproof, but with this guide gives you today's best methods for winning back those customers you simply can't afford to let go.
 

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Inhoudsopgave

How to Win Back Lost Customers
1
Why Customer WinBack Is Critical to Your Success
3
Managing the Big Three Acquisition Retention and WinBack
22
Winning Back a Lost Customer
53
How to Save a Customer on the Brink of Defection
89
Mobilizing and Managing a WinBack Team
123
Making Your Company Defection Proof
139
When You Think Your Customer Is Safe from Defection
141
Targeting Prospects with Strong Loyalty Potential
204
Leveraging the Power of CustomerFocused Teams
227
How to Build a Fiercely Loyal Staff
251
The Customer Loyalty Compass A Proven Process for Finding Customer Value
283
Estimation of Second Lifetime Value SLTV Investment and Profitability
287
Notes
291
Subject Index
303
Company Index
311

Building a Customer Information System That Drives Loyalty
175

Overige edities - Alles weergeven

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Over de auteur (2002)

JILL GRIFFIN is president of The Griffin Group, an Austin, Texas, firm providing customer and staff loyalty research, keynote speaking, and loyalty and win-back program consulting. Her clients include Microsoft, Ford, Arthur Andersen, Hewlett-Packard, Marriott Hotels, and Advanced Micro Devices. Griffin is the author of the business best-seller Customer Loyalty: How to Earn It, How to Keep It (Jossey-Bass, 1997). MICHAEL LOWENSTEIN CPCM, is managing director of Customer Retention Associates, a customer and staff loyalty program development, research, and training firm located in Collingswood, New Jersey. His clients include Toyota, Prudential, Sygma, Westvaco, Charles Schwab, and Microsoft. Lowenstein is the author of two books, including The Customer Loyalty Pyramid (Quorum, 1997).

Bibliografische gegevens