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Never Lose a Customer Again

Turn Any Sale into Lifelong Loyalty in 100 Days
Auteur(s): Joey Coleman
Narrateur(s): Joey Coleman
Durée: 9 h et 28 min
5 out of 5 stars (34 évaluations)

CDN$ 14,95 par mois; les 30 premiers jours sont gratuits. Annulable en tout temps.

Description

Popular speaker and consultant Joey Coleman talks to companies all over the country about how to turn a one-time purchase into a lifelong customer.

Coleman's theory of customer loyalty is that it's not about getting the sale: It's about the 100 days after the sale. During that brief window, as quickly as the customer experiences joy, euphoria, and excitement, buyer's remorse sets in. Twenty to 70 percent of newly acquired customers won't make another purchase because a company neglected them at the exact moment they needed affirmation.

Coleman offers a system designed to dramatically increase customer retention and as a result, the bottom line. He identifies eight distinct emotional needs customers undergo during the 100 days following a purchase, whether it's as small as a new drink at Starbucks or as big as a house. If you can understand and anticipate these phases, you can use a myriad of techniques - in-person, email, mail, and video - to cement a long and valuable partnership. For instance:

  • In the "Acclimate" stage, customers need language or totems that make them feel like part of a tribe. Take the software group that had to teach nontechnical users a fairly complex installation process. They turned the installation manual into beautiful puzzle that could be displayed when completed.
  • In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognition. For instance, Sephora's VIB Rogue member welcome gift is a metallic card (private recognition) and a members-only shade of lipstick (for public display).
  • By the final stage, "Advocate", customers have embraced tribal membership and are primed to offer powerful referrals. That's why Dropbox waits until a free trial has expired before offering hefty bonuses for referrals.

Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies to increase customer loyalty that listeners can customize based on industry and company size. His methodology has been incorporated by Hyatt Hotels, Zappos, and NASA to huge success. It requires minimal financial investment and will be fun for teams to implement. This audiobook is required listening for managers as well as for sales and marketing teams looking for nuts-and-bolts direction.

©2018 Joey Coleman (P)2018 Penguin Audio

Ce que les membres d'Audible en pensent

Moyenne des évaluations de clients

Au global

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  • Au global
    5 out of 5 stars
  • PT
  • 2019-04-10

Exceptional and must listen to experience!

-easy to listen to

-engaging

-step by step guide to understanding customer experience

i bought the physical book as well to reffer and study both at the same time.

  • Au global
    5 out of 5 stars
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A must read for any business

Step up your client experience game! The book information was laid out in an easy format and had tons of practical suggestions. Not just “pie in the sky” topics / suggestions. When finished, you have a step by step guide on how you can improve your customer experience.

  • Au global
    5 out of 5 stars
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    5 out of 5 stars

Lots of golden nuggets

I picked up a few million dollar ideas. I run gyms and retention is always a problem with gyms. This is a way to not only get, keep by have lifelong members. This is a must read

  • Au global
    5 out of 5 stars
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What a gem!

Super actionable and really applicable to any business. The ideas are easy to implement and don’t have to cost much or anything. The narration by the book author is another nice touch. Once you read this book, you’ll look at your own business and those around you in an entirely different way.

  • Au global
    5 out of 5 stars
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Business Changer

You had me at “Never Lose...” this book is a top shelf winner. A multiple time read for those wanting to build a better business. Thank you Joey👍🙌

  • Au global
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Excellent insights

Brings together essential ideas in an almost "game plan" way. Social and organizational psychology and some neuro science simply and entertainingly explained.

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  • Gerald F.
  • 2018-04-17

Packed with great tools.

Joey Coleman, not surprisingly, exceeds my expectations for a book on customer retention. From start to finish there is a wealth of information and tools provided. It’s the uncommon common sense and Joey distills it so clearly. I am excited to go through the book again, engage my team and use the tools that Joey has shared.

4 personnes sur 4 ont trouvé cette évaluation pertinente

  • Au global
    5 out of 5 stars
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  • Honorée Corder (Author, You Must Write a Book, Prosperity for Writers and The Nifty 15)
  • 2018-04-12

I could’ve listened for 5 more years!

Mr. Coleman’s book is my new favorite go-to (and recommendation) for customer interaction and service. Well done! Highly recommend.

2 personnes sur 2 ont trouvé cette évaluation pertinente

  • Au global
    5 out of 5 stars
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  • The Audience
  • 2018-04-04

Customer Experience Scales Startups

I bought the audio and 3 hardcover editions off Amazon to give to Startups I advise and invest in.

Finally, a definitive guide that s User-Centric, with no BS, and tons of wicked case studies and remarkable examples.

The author nailed it.

2 personnes sur 2 ont trouvé cette évaluation pertinente

  • Au global
    5 out of 5 stars
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  • Rob
  • 2018-04-17

Insightful, actionable, practical! LOVE!

Would you consider the audio edition of Never Lose a Customer Again to be better than the print version?

No but I listened on 2x and finished it super fast

What was one of the most memorable moments of Never Lose a Customer Again?

realizing there are 8 phases. The moment I put myself in the customers mind for the 3rd phase after they just purchased. Light bulb went off.

What about Joey Coleman’s performance did you like?

Humor and passion

Was there a moment in the book that particularly moved you?

Seeing how I can turn a customer into a forever customer and upsell!

Any additional comments?

Packed with gems every few minutes. This is great for B2C and B2B businesses.

4 personnes sur 5 ont trouvé cette évaluation pertinente

  • Au global
    1 out of 5 stars
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  • Cullen
  • 2019-03-02

JS

“Your message wasn't delivered to refundfromjoey@joeycoleman.com because the address couldn't be found, or is unable to receive mail.”

1 personnes sur 1 ont trouvé cette évaluation pertinente

  • Au global
    4 out of 5 stars
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    5 out of 5 stars
  • Anonymous User
  • 2019-01-31

Needs to have a downloadable PDF for the exercises

Skip the audio book. The lack of a pdf to do the exercises means that you have to listen to the audio book in such a mannner that you have the sufficient time and location to do the exercises as you read the book. Just buy the book so you can do the exercises.

1 personnes sur 1 ont trouvé cette évaluation pertinente

  • Au global
    3 out of 5 stars
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  • Beaux
  • 2018-11-26

Toooooo long!

The principals in the book are great. Just book is just too long. Should be at least half as long.

1 personnes sur 1 ont trouvé cette évaluation pertinente

  • Au global
    5 out of 5 stars
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  • allison
  • 2018-10-02

Dr. Jason Jones

I thoroughly enjoyed this book. We plan to implement this into our business. Joey laydown simple yet strategic and very thoughtful steps on how to create an amazing customer experience an incredible relationships.

1 personnes sur 1 ont trouvé cette évaluation pertinente

  • Au global
    5 out of 5 stars
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  • J & M
  • 2018-08-29

Every business owner should read this book!

An in depth guide about how all businesses should treat their customers! If you are looking for ideas and examples of ways to create a customer experience that is above and beyond, read this book!

1 personnes sur 1 ont trouvé cette évaluation pertinente

  • Au global
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  • unkown
  • 2018-08-23

great book and lots of useful info

Facebook will get you thinking on how to make the experience for your customers better.

1 personnes sur 1 ont trouvé cette évaluation pertinente