Customer Service: Winning Back a Lost Customer (2016) – Jill Griffin

Lost customers are not lost causes. Statistics show that a firm has a higher probability of winning back a lost customer than prospecting a new one. In this course, customer relationship expert Jill Griffin provides a proven roadmap for winning back a lost customer. She proves the only thing worse than losing high-value customers is neglecting to win them back.

Jill shows that customers defect for one of five reasons: (1) intentionally pushed away, (2) unintentionally pushed away, (3) pulled away, (4) bought away, or (5) moved away. She also outlines which of these customers are the easiest to win back— and how to say "sorry" in a way that will resonate.

Topics include:

• Why winning back customers is crucial
• How customers say goodbye
• The five types of lost customers
• Running a lost customer campaign

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