Download E-books Turning Lost Customers into Gold: ...and the Art of Achieving Zero Defections PDF

By Joan Koob Cannie

The typical corporation loses 20% of its shoppers a 12 months. yet so much managers do not realize that holding an insignificant five% of those defectors may perhaps increase earnings greatly. Why? simply because dependable shoppers spend extra, refer new clients, and are less expensive to house. This ebook spells out an exhilarating new method of reaching 0 defections. A follow-up to "Keeping shoppers for all times" (also to be had from administration Books 2000) it focuses businesses on their unmarried maximum asset - unswerving shoppers - and exhibits how they could: degree patron defections; interview defectors; use "recovery" innovations to carry shoppers again; hearken to shoppers so that it will hinder defections; use details won from defectors to enhance service or product. Joan Cannie is the writer of "Keeping shoppers For Life".

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