Outlines three key reasons to invest in winback The first is that you protect your reputation. The second is that it can be highly profitable for buiness to win back lost customers. Finally, win-back insights teach you how to improve your acquistion and retention strategies.
- We've already seen how profitable…it is to retain a customer, and in turn,…to woo that customer back, if he or she leaves.…Now it's time to look at three big reasons…your company should invest in winback.…The first reason is to protect your reputation.…A disgruntled customer who walks away…can, in a few keystrokes, create a nightmare…for you on social media and among her circle…of close friends and colleagues.…
Here's an example from my own experience.…I wanted to bundle all of my services;…internet, cell phone and landline…under one carrier.…I liked my cell phone carrier, but I noticed…that my smart TV programs were slow to load.…To switch carriers meant I would…temporarily lose my landline, which I…use for business and faxing.…I wasn't too concerned at first…because I still had my cell phone.…But when five weeks had passed without…a solution, I was displeased, to say the least.…
I reached out to the escalation…team, but got no results.…I decided to return to my original carrier…for the landline and internet,…and to my delight, they configured…
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.
- Why winning back customers is crucial
- How customers say goodbye
- The five types of lost customers
- Running a lost customer campaign