Winning Back a Lost Customer
28mAdvanced2019-08-12
Authors
Noah Fleming
Author, Speaker, President of Fleming Consulting & Co.
Course details
It can be frustrating to lose a customer, especially when you’ve spent a significant amount of time, money, and energy acquiring them. But lost customers are not lost causes. In fact, it’s often easier to win back a lost customer than seek out a new one. Join bestselling author and customer relationship consultant Noah Fleming, as he explains why customers leave—and how to get them back. Learn how to create an alarm system to lose fewer customers in the first place, and use Noah’s three-step system to earn back their business.
Skills covered
Customer Service SkillsCustomer ServiceDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - Getting a customer back
1. Understanding Lost Customers
- 02 - Knowing when a customer is lost
- 03 - Why customers leave
- 04 - Solving attrition problems
2. Mission Impossible
- 05 - Establishing contact patterns
- 06 - Building attrition alarm systems
3. Win Customers Back
- 07 - How to implement a reactivation system
- 08 - Rekindle relationships and craft your messaging
- 09 - How to deliver a reactivation campaign
- 10 - How to track a reactivation campaign
Conclusion
- 11 - Setting expectations for winning back lost customers
- 12 - Customer reactivation resources