The average company loses 20% of its customers a year. But most managers don't realise that retaining a mere 5% of these defectors could boost profits enormously. Why? Because loyal customers spend more, refer new customers, and are less costly to deal with. This book spells out an exciting new approach to achieving zero defections. A follow-up to "Keeping Customers For Life" (also available from Management Books 2000) it focuses companies on their single greatest asset - loyal customers - and shows how they can: measure customer defections; interview defectors; use "recovery" strategies to bring customers back; listen to customers in order to prevent defections; use information gained from defectors to improve products or services. Joan Cannie is the author of "Keeping Customers For Life".
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Descripción Estado de conservación: Brand New. Book Condition: Brand New. Nº de ref. de la librería 97808144511061.0
Descripción AMACOM, 1993. Hardcover. Estado de conservación: New. New item. Nº de ref. de la librería QX-057-10-7938807
Descripción AMACOM, 1993. Hardcover. Estado de conservación: New. book. Nº de ref. de la librería 0814451101