Publisher's Synopsis
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".
