Why Return: The Surprising New Science of Win-Back Conversations

A talk by Doug Hutton
EVP, Customer Experience, Corporate Visions

07 June 2022, 06:15 PM

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About this talk

Whether it was due to a service failure, supply chain challenges, or they were lured away by a better price; your formerly loyal customer decided to leave.

But does that mean it’s over for good? Or could there be a way to win them back?

A new behavioral study from B2B DecisionLabs tested that question in a real-world sales situation. Over 300 sellers approached 1,350 former customers using several possible win-back messages.

Find out which approach drives the best response (and which ones fall flat) in this webcast with Doug Hutton, EVP Customer Experience at Corporate Visions and B2B DecisionLabs.

Tune in to get research-backed answers to questions like:

  • What’s the most effective approach to re-engage lost customers?

  • Should you treat lost customers more like new logos or existing accounts?

  • Does their reason for leaving affect their chances to return?

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