Customer Winback      How to Recapture Lost Customers - And Keep Them Loyal   by Jill Griffin, Michael W Lowenstein   Hardback book, 1st Edition 288 pages   First impression February 2001 ISBN: 0787946672   Cover Price: US$28.95 or UK£20.95 Note: this is the price printed on the cover, and does not necessarily represent the actual price you will pay for this item. Click here to tell a friend Buy it online at Amazon.co.uk   Buy it online at Amazon.com
What's it all about? Use the Power of Customer WinBack to Bring Back Lost Customers, Save Customers on the Brink of Defection, and Make Your Company Defection Proof High-value customers are the lifeblood of any business-so what can a company do when they lose them? Customer WinBack shows you how to identify at-risk customers, win back those who have left, and change how business is done to prevent future customer loss. This pragmatic guide is brimming with savvy methods and detailed case studies that show you in real-world detail how to turn lost customers into gold. Most firms consider the lost customer a lost cause. In this ground-breaking book, Jill Griffin and Michael Lowenstein dispel the myth and prove that winning back lost customers can be a rich source of renewed revenue and customer loyalty for any firm. With the average company losing 20 to 40 percent of its customers every year (for Web-based companies, defection rates are substantially higher), it is imperative that firms create hard-working strategies, not only for acquisition and retention but also for win-back. Griffin and 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. The authors offer proven strategies for recognizing which lost customers have the highest win-back value and implementing a sure-fire plan to recover them. Whether your business is small or large, product-or service-based, retail or wholesale, your success depends on keeping high-value customers. Customer WinBack shares the techniques of hundreds of innovative companies, from e-commerce start-ups to corporations such as U.S. Cellular, MCI, Doubleday Direct, and First Union who are already working to recapture lost customers and keep them loyal. In today's hyper-competitive marketplace, no customer retention program can be 100 percent foolproof. With this landmark book, Griffin and Lowenstein blaze a fresh, new trail and show you how to win back those lost customers you simply can't afford to let go.
Biography... 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).

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