CUSTOMER WINBACK is a comprehensive approach to recovery and what the authors call “procovery” – proactive efforts that prevent customer loss.
Book Details:
- Author: Jill Griffin
- ISBN: 9780470237830
- Year Published: 2001
- Pages: 336
- BISAC: BUS043000, BUSINESS & ECONOMICS/Marketing / General
About the Book and Topic:
CUSTOMER WINBACK is a comprehensive approach to recovery and what the authors call “procovery” – proactive efforts that prevent customer loss.
Customers are the lifeblood of any business, and a satisfied customer is a highly valuable asset. What can a company do when they lose a customer? Customer Winback shows companies how to win back lost customers. It also shows companies how to spot problems that might lead to lost customers and change how business is done in ways that prevent customer loss.
Customer Winback shows both service- and product-oriented companies how to win back lost customers and how to spot problems and change business procedures before customers leave. The authors cover training, staffing, team development and other issues critical to creating the structures necessary to regain and retain customers.
About the Author
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).