Orell Fussli

4. for any dissatisfaction, the customer immediately thinking about a change. “So prevention dissatisfaction before by focusing question, something like this: If there’s one thing, Dear customer, we can do a little better for you in the future, what would be the most important for you?” Develop an early warning system with the typical signs for migration readiness. 5. go to with complaints professionally. Bad or not processed complaints are a main cause of customer turnover. Think not only of the compensation of actual damage, but give also an emotional compensation. Because the customer had anger and stress, and this is a personal injury.

Five tips to recover of lost customers filing bodies ‘ not disposed of, but revive. You determine the immigrant out or sleeping ‘ customers who you have back want and that are recovered from your point of view. Search for the true causes of migration. These are often in the emotional area. 2.

the faster the response, the higher is the recovery rate. Respond immediately, for example, on layoffs. Not immediately confirm a termination, but first make a return attempt. 3. you consider a return bait. This may be material, financial or emotional nature. A money value candy is always good. Say the emigrants but also you how important it is, to get him back as customers. 4. think about what speech is most target leading. A personal conversation opened the largest return opportunities if you know to do well. In a larger action, a clever mailing with a connected phone action can be useful. Prepare everything professionally before a third chance there isn’t. 5. the first transactions must run perfectly after the return. Worry about each Detail, inform all stakeholders and remain in this phase with the customer in close contact. Hold a small, surprising comeback welcome gift ready. Thank you for the return. The author Anne M. Schuller is a management consultant and considered to be the leading expert for loyalty marketing. She has worked over 20 years in senior sales and marketing positions of various service sectors and several awards. The diploma in business administration and eight-time book author is one of the best business speakers in the German-speaking. She works as consultant and trainer and has taught at several universities. The elite of the business is among its clientele. Contact: recommended reading by Anne M. Schuller Come back! As you win back lost customers, Orell Fussli, Zurich 2007, 26.50 Euro / 44.00 CHF 226 pages, ISBN 978-3-280-05242-6 more info: