Loyalty Solutions - The Griffin Group

Part One: How to win Back Lost Customers

1) Why customer win-Back Is Critical to Your Success

2) Managing the Big Three: Acquisition, Retention, and Win-Back

3) Winning Back a Lost Customer

4) How to Save a Customer on the Brink of Defection

5) Mobilizing and Managing a Win-Back Team

Part Two: Making Your Company Defection Proof

6) When You Think Your Customer Is Safe from Defection

7) Building a Customer Information System That Drives Loyalty

8) Targeting Prospects with Strong Loyalty Potential

9) Leveraging the Power of Customer-Focused Teams

10) How to Build a Fiercely Loyal Staff

Appendix A: The Customer Loyalty Compass: A Proven Process for Finding Customer Value

Appendix B: Estimation of Second Lifetime Value (SLTV) Investment and Profitability