The Resource Turning lost customers into gold : --and the art of achieving zero defections, Joan Koob Cannie

Turning lost customers into gold : --and the art of achieving zero defections, Joan Koob Cannie

Label
Turning lost customers into gold : --and the art of achieving zero defections
Title
Turning lost customers into gold
Title remainder
--and the art of achieving zero defections
Statement of responsibility
Joan Koob Cannie
Creator
Subject
Language
eng
Summary
  • Do you know how many customers your organization loses each year, fully or partially? Do you know the average cost of each defection? Can you calculate the profit-value of steady customers? Do you have an effective system for recovering lost customers? If you're in the dark about customer retention and recovery, as most companies are, this is the book that will blaze the way to new heights of customer loyalty and renewed revenue for you. Joan Koob Cannie, author of the
  • Groundbreaking Keeping Customers for Life, shows you how to cover all the bases that add up to zero defections and profit increases of 100 percent or more. Here, in immensely readable form, are step-by-step "road maps" for both strands of the recovery/retention process: Regaining lost customers shows how to calculate the lifetime value of customers, establish an information system, benchmark, collect customer data, gather feedback, analyze defections, and interview
  • Defectors. Keeping customers loyal shows how to set 100 percent customer satisfaction as a goal, listen to your customers, remove barriers to customer loyalty, resolve complaints, build teams, and promote the zero defections culture. Your rewards will truly be golden. Loyal customers spend more, cost less to serve, bring in new customers (good word-of-mouth is your most potent advertising), and are your best source of ideas for new products and services. Research shows
  • That these benefits accrue when you regain as little as five percent of lost business. So begin mining your company's greatest single asset. Use this pathfinding book to prevent customers from leaving in the first place, and to turn lost customers into gold
Cataloging source
DLC
http://library.link/vocab/creatorName
Cannie, Joan Koob
Illustrations
illustrations
Index
index present
LC call number
HF5415.5
LC item number
.C363 1994
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/subjectName
  • Consumer satisfaction
  • Customer services
  • Customer relations
  • Consumer satisfaction
  • Customer relations
  • Customer services
  • Kundenmanagement
  • Verbraucherzufriedenheit
Label
Turning lost customers into gold : --and the art of achieving zero defections, Joan Koob Cannie
Instantiates
Publication
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Dimensions
24 cm
Extent
ix, 131 pages
Isbn
9780814451106
Lccn
93023362
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
  • (OCoLC)28722398
  • (OCoLC)ocm28722398
Label
Turning lost customers into gold : --and the art of achieving zero defections, Joan Koob Cannie
Publication
Bibliography note
Includes bibliographical references and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Dimensions
24 cm
Extent
ix, 131 pages
Isbn
9780814451106
Lccn
93023362
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
  • (OCoLC)28722398
  • (OCoLC)ocm28722398

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