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.
- ISBN10 1280350970
- ISBN13 9781280350979
- Publish Date 1 January 2002 (first published 26 March 2001)
- Publish Status Active
- Out of Print 4 March 2015
- Publish Country US
- Imprint Jossey-Bass
- Format eBook
- Pages 314
- Language English