<p>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.</p>

Customer Winback: How to Recapture Lost Customers--And Keep Them Loyal

Business & Money

Griffin, Jill

Lowenstein, Michael W.

Marketing & Sales

Jossey-Bass

<p>Businesses are finding that offering the best products, services, or prices isn't always enough to keep their customers. This volume explores issues including: the differences between customer satisfaction and customer retention; generating hidden customer complaints and knowing how to act on them; and creating proactive measurement systems that generate action-oriented models for keeping customers. Annotation copyright Book News, Inc. Portland, Or.</p>

Customer Retention : An Integrated Process for Keeping Your Best Customers

Management & Leadership

Irwin Professional_Pub

Over the past several years, leading companies have entered a period of major marketing and operational adjustment and convergence, or intersection. It's a reaction to a critical fact of life: Customers--not organizations-- now control the decision-making dynamics and how organizations are perceived. We are witnessing significant multichannel media application (and resultant omnichannel access by consumers), along with more effective and pervasive customer data gathering, analysis, and modeling. If you're observing these major shifts in your own organization, you'll need this book. Inside, you'll learn how to build proactive customer communication, improve relationships, drive positive brand perception, optimize channel selection and message personalization, and enhance employee-related factors (hiring, training, reward, recognition), all leading to superior customer experience and a customercentric culture. In addition, the author has incorporated content on 'Big Data' generation and analytics, which you'll master while scoring a direct hit to the moving target--your continuously changing, and increasingly independent, customer base.

Customers Inside, Customers Outside: Designing and Succeeding With Enterprise Customer-Centricity Concepts, Practices, and Applications (Marketing Strategy Collection)

Business Expert Press

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