Customer Winback

Beschreibung

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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Jill Griffin

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"Winning back lost customers is the marketing equivalent of findinghidden treasure. Griffin and Lowenstein provide an excellenttreasure map." (Dr. Leonard L. Berry, distinguished professor ofmarketing, Texas A&M University, and author of Discovering theSoul of Service) "Customer WinBack deals with one of the most overlooked dimensionsof managing customer loyalty-earning it back. I've personally seenthe power a focused win-back effort can achieve, and businessleaders would be well-advised to follow Griffin and Lowenstein'sformulas to regain lost revenue." (Jeanne Lombardo, generalmanager, Worldwide Satisfaction & Loyalty, MicrosoftCorporation) "Griffin and Lowenstein know that in order to win back lostcustomers you must know why they left. Customer WinBack providessound examples that illustrate ways to recapture lost customersthat can be applied to any business." (Stephen P. Campbell,director of franchise marketing, Sprint)"Winning back lost customers is the marketing equivalent of findinghidden treasure. Griffin and Lowenstein provide an excellenttreasure map".-- Dr. Leonard L. Berry, distinguishedprofessor of marketing, Texas A&M University and author,Discovering the Soul of Service "Customer Winback deals with one of the most overlookeddimensions of managing customer loyalty earning it back. I'vepersonally seen the power a focused win back effort can achieve,and business leaders would be well-advised to follow Griffin andLowenstein's formulas to regain lost revenue."--JeanneLombardo, General Manager, Worldwide Satisfaction & Loyalty,Microsoft Corporation "Griffin and Lowenstein know that in order to win back lostcustomers you must know why they left. Customer Winbackprovides sound examples that illustrate ways to recapture lostcustomers that can be applied to any business."--Stephen P.Campbell, Director of Franchise Marketing, Sprint
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