Customer WinBack Audio Walkthrough
Most businesses focus on acquiring new customers while overlooking those they've already lost. Learn how to identify valuable win-back opportunities, rebuild customer trust, and prevent profitable relationships from disappearing.
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In Customer WinBack, Jill Griffin and Michael W. Lowenstein challenge the assumption that lost customers are permanently lost opportunities. The book explains why customer acquisition, retention, and win-back must work together to protect long-term profitability. Through real business examples, it explores how to identify customer defection, understand why buyers leave, calculate customer lifetime value, and determine which former customers are worth recovering. The win-back decision map provides a structured approach to evaluating lost relationships and planning recovery efforts.
The book also examines how to recognize early warning signs of defection, rebuild damaged trust, and prevent future customer losses. It introduces the CPR process for saving at-risk customers and explains how customer information systems, targeted marketing, customer-focused teams, and employee loyalty contribute to stronger retention. Business owners, marketers, and salespeople will learn to approach customer recovery as a deliberate, measurable business process rather than relying exclusively on acquiring replacements.
Customer WinBack Audio Walkthrough
Most businesses focus on acquiring new customers while overlooking those they've already lost. Learn how to identify valuable win-back opportunities, rebuild customer trust, and prevent profitable relationships from disappearing.
In Customer WinBack, Jill Griffin and Michael W. Lowenstein challenge the assumption that lost customers are permanently lost opportunities. The book explains why customer acquisition, retention, and win-back must work together to protect long-term profitability. Through real business examples, it explores how to identify customer defection, understand why buyers leave, calculate customer lifetime value, and determine which former customers are worth recovering. The win-back decision map provides a structured approach to evaluating lost relationships and planning recovery efforts.
The book also examines how to recognize early warning signs of defection, rebuild damaged trust, and prevent future customer losses. It introduces the CPR process for saving at-risk customers and explains how customer information systems, targeted marketing, customer-focused teams, and employee loyalty contribute to stronger retention. Business owners, marketers, and salespeople will learn to approach customer recovery as a deliberate, measurable business process rather than relying exclusively on acquiring replacements.
What You Get With the Full Audio
A complete, chapter-by-chapter Audio Walkthrough built to help you understand the book in depth and get more from every idea.
Complete Chapter-by-Chapter Coverage
Follow the book from beginning to end, with every chapter explained in sequence so important ideas are not lost along the way.
The Reasoning Behind the Ideas
Understand the context, logic, examples, and explanations behind the author’s ideas instead of only hearing isolated conclusions.
Built Specifically for Listening
Long-form audio designed to be easy to follow while walking, driving, training, commuting, or handling routine work.
Understand Ideas Well Enough to Use Them
Spend enough time with the concepts to see how they connect, what they mean, and where they can become useful in practice.
Hours of Focused Learning
Get the depth needed to properly explore the book instead of compressing its strongest ideas into just a few minutes.