Jill Griffin, Michael W. Lowenstein Books
Jill Griffin is an internationally recognized expert on customer loyalty and retention, and the author of several books on customer relationship management. Michael W.
Known for: Customer WinBack: How to Recapture Lost Customers—and Keep Them Loyal
Books by Jill Griffin, Michael W. Lowenstein
Customer WinBack: How to Recapture Lost Customers—and Keep Them Loyal
Customer WinBack provides a comprehensive guide to regaining lost customers and rebuilding profitable relationships. The authors outline strategies for identifying why customers leave, how to re-engage them effectively, and how to create systems that prevent future losses. Drawing on real-world case studies, the book emphasizes the financial and strategic value of customer recovery as a key component of long-term business success.
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Understanding Customer Defection
The first step in mastering win-back is to understand why customers leave. Defection doesn’t occur suddenly; it unfolds through a series of disappointments, unmet expectations, and sometimes invisible cues that go unnoticed by the organization. In our research, we identified recurring patterns behin...
From Customer WinBack: How to Recapture Lost Customers—and Keep Them Loyal
Customer Value Assessment
Not all lost customers are equal, and this is a reality often overlooked by companies desperate to win back everyone. An effective win-back strategy begins with prioritization — identifying which customers offer the greatest potential for profitable recovery. In this section, we present methods for...
From Customer WinBack: How to Recapture Lost Customers—and Keep Them Loyal
About Jill Griffin, Michael W. Lowenstein
Jill Griffin is an internationally recognized expert on customer loyalty and retention, and the author of several books on customer relationship management. Michael W. Lowenstein is a consultant and author specializing in customer experience and loyalty strategies.
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Jill Griffin is an internationally recognized expert on customer loyalty and retention, and the author of several books on customer relationship management. Michael W.
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