Turning Lost Customers Into Gold
And the Art of Achieving Zero DefectionsBook - 1994
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.
Publisher: New York : AMACOM, c1994
Characteristics: ix, 131 p. : ill. ; 24 cm