Turning Lost Customers Into Gold: ...and the Art of Achieving Zero Defections

by Joan Koob Cannie

The average company loses 20% of its customers a year. But most managers don't realise that retaining a mere 5% of these defectors could boost profits enormously. Why? Because loyal customers spend more, refer new customers, and are less costly to deal with.

• Format: Hardcover
• Language: English
• ISBN: 0814451101
• ISBN13: 9780814451106
• Release Date: December 1993
• Publisher: Amacom
• Length: 208 Pages
• Weight: 0.90 lbs.
• Dimensions: 0.8" x 6.3" x 9.3"