Customer winback : how to recapture lost customers and keep them loyal / Jill Griffin and Michael W. Lowenstein ; foreword by Don Peppers and Martha Rogers.

By:

Griffin, Jill

Contributor(s):

Lowenstein, Michael W, 1942-

Material type: Text

TextSeries: The Jossey-Bass business & management seriesPublication details: San Francisco : Jossey-Bass, c2001.Edition: 1st edDescription: xxii, 314 p. : ill. ; 24 cmISBN:

0787946672

Subject(s):

DDC classification:

658.812 GRI

Holdings
Item type	Current library	Call number	Copy number	Status	Date due	Barcode
Standard Loan	Moylish Library Main Collection	658.812 GRI (Browse shelf(Opens below))	1	Available		39002000230392

Enhanced descriptions from Syndetics:

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.

Includes bibliographical references (p. 291-301) and indexes.

Table of contents provided by Syndetics

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

Author notes provided by Syndetics

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).