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Customer winback : how to recapture lost customers and keep them loyal / Jill Griffin and Michael W. Lowenstein ; foreword by Don Peppers and Martha Rogers.
- Format:
- Book
- Author/Creator:
- Griffin, Jill.
- Series:
- Jossey-Bass business & management series.
- The Jossey-Bass business & management series
- Language:
- English
- Subjects (All):
- Customer loyalty.
- Customer services.
- Customer relations.
- Physical Description:
- 1 online resource (337 p.)
- Edition:
- 1st ed.
- Place of Publication:
- San Francisco : Jossey-Bass, c2001.
- Language Note:
- English
- Summary:
- 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
- Contents:
- Customer WinBack; Contents; Foreword; Preface; Acknowledgments; The Authors; Part One: How to Win Back Lost Customers; 1 Why Customer Win-Back Is Critical to Your Success; 2 Managing the Big Three: Acquisition, Retention, and Win-Back; 3 Winning Back a Lost Customer; 4 How to Save a Customer on the Brink of Defection; 5 Mobilizing and Managing a Win-Back Team; Part Two: Making Your Company Defection Proof; 6 When You Think Your Customer Is Safe from Defection; 7 Building a Customer Information System That Drives Loyalty; 8 Targeting Prospects with Strong Loyalty Potential
- 9 Leveraging the Power of Customer-Focused Teams10 How to Build a Fiercely Loyal Staff; Appendix A: The Customer Loyalty Compass: A Proven Process for Finding Customer Value; Appendix B: Estimation of Second Lifetime Value (SLTV) Investment and Profitability; Notes; Subject Index; Company Index
- Notes:
- Description based upon print version of record.
- Includes bibliographical references (p. 291-301) and indexes.
- ISBN:
- 9786610350971
- 9781280350979
- 1280350970
- 9780787959449
- 0787959448
- OCLC:
- 49414831
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