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Jill Griffin

Customer Winback

How to Recapture Lost Customers--And Keep Them Loyal

Ebook (PDF Format)

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 d… Mehr

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Produktdetails


Weitere Autoren: Lowenstein, Michael W.
  • ISBN: 978-0-7879-5944-9
  • EAN: 9780787959449
  • Produktnummer: 16673221
  • Verlag: Wiley
  • Sprache: Englisch
  • Erscheinungsjahr: 2002
  • Seitenangabe: 336 S.
  • Plattform: PDF
  • Masse: 2'663 KB

Über den Autor


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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