0 of 2 people found the following review helpful:
Marketing Breakthrough, 2005-12-01
This book is packed with ideas on winning back customers. It takes CRM to a new level. The authors have a great understanding of what motivates the customers' decisions.
0 of 0 people found the following review helpful:
A Great Book!, 2001-11-21
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.
1 of 1 people found the following review helpful:
Customer Winback, 2001-11-17
This book deals with the often neglected area of bringing customers back once you have lost them. Griffin and Lowenstein give the reader numerouse specific strategies and tools for winning back lost customers, saving customer before they defect and "making your company defection-proof." As I have stated in my review for "The Journal of Consumer Marketing",each chapter summarizes the points succinctly in a method that allows the reader to digest the material for long-term memory.
This book is right for people who have,had, or hope to have customers. It is one of the most comprehensive books on getting,keeping and getting back customers that I have encountered. It is for people who teach marketing and for people who do marketing.
1 of 1 people found the following review helpful:
Packed full of great, do-able ideas, 2001-06-24
Customer Winback has great information and wonderful examples (presented in depth) of what companies can do to address a much-neglected area of customer service--winning back lost customers. It shows how this concept is just as important as emphasizing customer loyalty and customer satisfaction in not only maintaining customers, but keeping them delighted and coming back to buy more.
It is very well organized, well-written and covers a wide range of material. It also gives you many ideas to implement at your own company. Just one chapter provides you with more substance than many entire books. This is an excellent customer service book and a must for customer service managers. I recommend it highly.
1 of 1 people found the following review helpful:
Packed full of great, do-able ideas, 2001-06-24
Customer Winback has great information and wonderful examples (presented in depth) of what companies can do to address a much-neglected area of customer service--winning back lost customers. It shows how this concept is just as important as emphasizing customer loyalty and customer satisfaction in not only maintaining customers, but keeping them delighted and coming back to buy more.
It is very well organized, well-written and covers a wide range of material. It also gives you many ideas to implement at your own company. Just one chapter provides you with more substance than many entire books. This is an excellent customer service book and a must for customer service managers. I recommend it highly.