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

Griffin, Jill

 
9780787946678: Customer Winback: How to Recapture Lost Customers--And Keep Them Loyal
Couverture souple
ISBN 10 : 0787946672 ISBN 13 : 9780787946678
Editeur : Jossey-Bass, 2001

Synopsis

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.

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À propos de l?auteur

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).

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Jossey-Bass
Date d'édition
2001
Langue
anglais
ISBN 10 
0787946672
ISBN 13 
9780787946678
Reliure
Broché
Nombre de pages
340
Coordonnées du fabricant
non disponible
Personne responsable
non disponible