This guide to winning back former customers shows how to reach people whose buying activity has tapered off or stopped, and convert them into the company's best customers. Each chapter contains practical tips, case studies, dos and don'ts, and an action plan that readers can apply themselves.
| ||||||||||||||||||
Book Description
Editorial Reviews
About the Author
George R. Walther is a professional speaker and president of Speaking From Experience, Inc., based near Seattle, Washington. His previous business books, "Phone Power" and "Power Talking," have sold more than 195,000 copies in the United States, and they have been translated into several lanuages. "Power Talking" has been recently updated and re-published as "What You Say is What You Get," also available at Amazon.com. Mr. Walther holds both the highest award for platform excellence (CPAE) and the Certified Speaking Professional (CSP) designation from the National Speakers Association. Fewer than 100 other speakers worldwide have been so honored. His presentations are in demand throughout North America, Europe, and the Pacific Rim.
--This text refers to an out of print or unavailable edition of this title.
Product Details
Would you like to update product info or give feedback on images?
|
More About the Author
Discover books, learn about writers, read author blogs, and more.
Customer Reviews
|
Share your thoughts with other customers:
|
||||||||||||||||||||||
|
Most Helpful Customer Reviews
5.0 out of 5 stars
New Mindsets and New Profits from Ex-Customers,
By
This review is from: Upside-Down Marketing: Turning Your Ex-Customers into Your Best Customers (Hardcover)
Businesses put high time allocation on obtaining new customers but drop the ball on keeping and reinstating customers. The author, George R. Walther, sheds a river of light on this untapped resource and goldmine. Mindsets need to be changed about complaining customers. They are not your enemy. They should be viewed as "partners" who are in trouble and need a friendly bit of attention. The benefits are astounding. A thoroughly satisfied complainer is nine times more likely to buy from you again than the average. The cost of obtaining a new prospect is much higher than satisfying a continual customer. Complainers not handled can destroy your market. Complainers can give you valuable research information that would otherwise cost thousands. Walther shares successful approaches in dealing with the unhappy customer. The reasons customers leave is another side to this equation. Most unhappy customers leave and don't say a word. Two thirds of these cite the reason as indifference showed by the company. Every effort should be made to re-assume this customer for a win-win situation. This book could have been more popular if it had an understandable title. Five Stars
Share your thoughts with other customers: Create your own review
|
|
Tag this product(What's this?)Think of a tag as a keyword or label you consider is strongly related to this product.
Tags will help all customers organize and find favorite items. |
Sell a Digital Version of This Book in the Kindle Store
If you are a publisher or author and hold the digital rights to a book, you can sell a digital version of it in our Kindle Store.
Learn more
