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

Jill G. Griffin · Michael W. Lowenstein

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Customer churn and segmentation Customer Service Quality and Loyalty Consumer Market Behavior and Pricing

Abstract

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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2008An empirical analysis of the components of retailer customer loyalty programs 2007A proposed multi‐dimensional approach to evaluating service recovery 2017Hotel Service Recovery and Service Quality: Influences of Corporate Image and Generational Differences in the Relationship between Customer Satisfaction and Loyalty 2007How to get lost customers back?2018The importance of self‐efficacy and educational aspirations for academic achievement in resource‐limited countries: Evidence from Ghana 2015Customer win-back: the role of attributions and perceptions in customers’ willingness to return 2002Consumer demand for online food retailing: is it really a supply side issue?2011Complex service recovery processes: how to avoid triple deviation

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