滿額折
Customer Winback: How To Recapture Lost Customers--And Keep Them Loyal
商品資訊
ISBN13：9780787946678
出版社：John Wiley & Sons Inc
作者：Griffin
出版日：2001/02/15
裝訂／頁數：精裝／336頁
商品簡介
作者簡介
目次
商品簡介
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.
作者簡介
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).
目次
CUSTOMER RECOVERY: WINNING BACK LOST CUSTOMERS.
Why Aggressive Customer Recovery is Critical to Your Success.
A Closer Look at Customer Loss.
Making New Customers Defection Proof.@Preventing Loss When the Honeymoon is Over.
Early Intervention for Rocky Relationships. Saving Customers On the Brink of Defection.
Recovering Lost Customers.
CUSTOMER PROCOVERY: KEEPING REACTIVATED CUSTOMERS AND MINIMIZING DEFECTIONS.
Practicing Procovery: Why Recovery is Not Enough.
Happy Employees Equal Loyal Customers.
Complaints: Your Number One Customer Procovery Weapon.
The Real Role of Service in Customer Recovery.
Making Your Company Defection Proof.
Why Aggressive Customer Recovery is Critical to Your Success.
A Closer Look at Customer Loss.
Making New Customers Defection Proof.@Preventing Loss When the Honeymoon is Over.
Early Intervention for Rocky Relationships. Saving Customers On the Brink of Defection.
Recovering Lost Customers.
CUSTOMER PROCOVERY: KEEPING REACTIVATED CUSTOMERS AND MINIMIZING DEFECTIONS.
Practicing Procovery: Why Recovery is Not Enough.
Happy Employees Equal Loyal Customers.
Complaints: Your Number One Customer Procovery Weapon.
The Real Role of Service in Customer Recovery.
Making Your Company Defection Proof.
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