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Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- Narrated by: Joey Coleman
- Length: 9 hrs and 28 mins
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Publisher's Summary
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.
What the critics say
“Joey's fanatical commitment to sales and customer experience has impressed me for many years. In this book, he spills his secrets and promises to create a massive shift in your company’s bottom line - and he even guarantees it!” (Chris Guillebeau, New York Times best-selling author of Side Hustle and The $100 Startup)
“Joey offers a balanced approach for forming incredible customer relationships without sacrificing the bottom line. Never Lose A Customer Again is the best (and most useful) book I've read in years.” (Michael Port, New York Times and Wall Street Journal best-selling author of Steal the Show)
“Gift this to every business owner you know; it's the detailed, how-to guide for today's customer relationships. Recommended!” (Jay Baer, founder of Convince & Convert and author of Hug Your Haters)
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What listeners say about Never Lose a Customer Again
Average Customer RatingsReviews - Please select the tabs below to change the source of reviews.
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Overall
- JP Levesque
- 2019-06-24
Every business owner should listen to this book!
Every business owner should listen to this book!
I would consider it mandatory for entrepreneurs.
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- Jimmy Cox
- 2019-01-06
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.
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- Jasper G
- 2021-01-27
Already Applying NLACA's Framework to Enhance CX
Joey Coleman's book has been a tremendous resource for my Customer Success team to lean on and learn from. With data-backed use cases and stories, NLACA provides extremely insightful knowledge, best practices, and the framework to transition any average customer into a loyal advocate.
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- R.J. Padua
- 2018-10-31
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
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- T
- 2018-07-23
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👍🙌
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- Amazon Customer
- 2018-04-24
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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- Anonymous User
- 2019-07-13
Excellent
This book was a great buy, great info and presentation from beginning to end. Would definitely recommend.
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- 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.
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- Shoppin’ for stuff
- 2018-10-24
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.
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- Matt Lessard
- 2021-10-22
Great even for an ex « not a fan of customer service » person
Just finished the audiobook and wow! Can’t wait to start the process of what I just learned… this is the kind of book that can truly make your business rise!
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