Customer Winback: How to Recapture Lost Customers and Keep Them Loyal

Research suggests that recovered customers can be worth 10 times more than new customers. Yet, most firms have no processes or programs for winning back lost customers. Adapted from Jill’s award-winning co-authored book by the same name, your custom-tailored presentation can address a wide range of win back learning objectives, including:

  • Recognizing the real reasons why your firm lacks a win back system
  • Quantifying the rewards of win back—both short term and long term
  • Building a business case that substantiates the practicality of win back investment
  • How to identify customers worth saving and avoid investing in those who are not
  • The proven process for winning back a lost customer
  • Creating a win-back communication plan that reinstates customer trust
  • The three-step CPR to save at-risk customers before they leave
  • Uncovering a customer’s real reason(s) for leaving
  • Real world lessons on tackling customer win back and measuring success
  • How to mobilize and manage win back teams—temporary and permanent
  • Crafting your win-back decision map—your direction finder for recovering lost customers and saving at-risk customers

Other Programs Jill Offers
Customer Loyalty: How to Earn It, How to Keep It
Taming the Search-And-Switch Customer
Customer Winback: How to Recapture Lost Customers and Keep Them Loyal
Inside the Loyalty Laboratory: Building Customer Relationships that Last
Turning Call Center Agents Into Loyalty Makers
Escaping The Commodity Trap: Earning Customer Loyalty in a Low-Bid World
Earning Customer Referrals: How to Turn Customers Into Advocates
Selling By Serving
Delivering the ‘Wow’ Customer Experience
Heart, Hustle and Heroes: Getting Top Performance From Your Customer Team