brandchannel.com says: Anybody who has ever stood at a counter waiting to buy something while the service person answers the telephone knows full well that companies neglect their current customers in the mad-dash search for new ones. Consider this: customer retention is a tricky task but actually winning them back once they’ve left is even more difficult. Griffin and Lowenstein urge us not to give up on those who walk. This book tells you how to turn that customer around and welcome him back for good. (RR, May-01)