Jolene Cunningham Marketing 710 Special Topic

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Jolene CunninghamMarketing 710Special Topic

• Winning Back the Lost Customer

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Winning Back the Lost Customer
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So youve lost a customer whats the big deal?
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Its not just someone walking out the door,
profits are walking out with them.
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How can you win them back?
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Investigate the problem
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Determine an appropriate course of action.

• Emphasis on customer service.
• Dont be tempted to make promises you cant
  keep.
• Accentuate the positive aspects of your product,
  service, and business.
• Follow up.

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For Example

• Cellular One
• Arthur Anderson
• Austin Business Journal

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Whats the Bottom Line?
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Dont make it easy for Customers to walk out your
door.

• Tell them you appreciate their business.
• Conduct customer surveys to get feedback on what
  is working and what is not.
• Enhance your strong points and work on strengthen
  your weak ones.
• Remember your chances of successfully selling to
  a former customer is 20 to 40
• Compare to selling to a new prospect 5 to 20.

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The End