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

Rating:
Summary: A Great Book!
Review: We have utilized Customer Winback as a tool in taking our organization to the next level of service recovery. As a healthcare organization renowned for service excellence, we found that this book assisted us in developing new approaches through the case studies and examples offered by the authors. The information provided is clear, straightforward and easy to translate to any industry. It is refreshing to read a book that focuses of the value of keeping existing customers rather than constant recruitment of new customers. I would highly recommend Customer Winback.

Rating:
Summary: A Great Book!
Review: We have utilized Customer Winback as a tool in taking our organization to the next level of service recovery. As a healthcare organization renowned for service excellence, we found that this book assisted us in developing new approaches through the case studies and examples offered by the authors. The information provided is clear, straightforward and easy to translate to any industry. It is refreshing to read a book that focuses of the value of keeping existing customers rather than constant recruitment of new customers. I would highly recommend Customer Winback.

Rating:
Summary: Loss and WinBack is the Next Frontier for Customer Loyalty
Review: With annual churn rates for most companies in the range of 10% to 40%, and staff turnover an equal problem, customer loss has become a major priority and cause for concern. Yet, few companies have programs to save or recover at-risk and lost customers. Customer loss and win-back is not only a critical challenge, it is a significant revenue opportunity. My colleague, Jill Griffin, and I have explored the dynamics and treatment of customer loss, the sales and profit represented by winning back customers, how to regain attractive former customers, and how to make your company defection-proof in the first place. We've included the results of groundbreaking original research, for instance, which uncovered the relationship and value disconnect that often exists between suppliers and their customers. The book provides scores of powerful how-to's and examples of the ways successful companies have included win-back in their CRM programs. For every individual, manager, group, or company wanting to understand customer lifetime value, customer life cycles, and the full spectrum of customer loyalty, this is a must read!