Turning Lost Customers Into Gold

The average company loses 20% of its customers a year. But most managers don't realize that retaining a mere 5% of these defectors could boost profits by 25% to 100%--because loyal customers spend more, refer new customers, and are less costly to do business with. This follow-up to Keeping Customers for Life spells out an exciting new approach to understanding customer expectations and providing products and services they truly value.Cannie, Joan K. is the author of 'Turning Lost Customers Into Gold' with ISBN 9780814451106 and ISBN 0814451101.