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
Skill Level Intermediate
- Hello, I'm Jill Griffin. I'm here today to dispel a big myth. That the lost customer is a lost cause. Truth is winning back a lost customer can be a rich source of renewed revenue and customer loyalty for your business. Are you feeling a bit skeptical? Because a lot of people are. My mission today is to help you understand that winning back lost customers is the equivalent to finding hidden treasure.
So, consider this course your treasure map. I'll start by explaining why customer winback really matters, but also why customer loss usually goes unmanaged in nearly every company. I'll then share with you key winback principles and give you a quick case study about a firm that has successfully applied it. It's a true joy for me to share with you that a lost customer is not a lost cause.
Let's get going!