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  • Never Lose a Customer Again

  • Turn Any Sale into Lifelong Loyalty in 100 Days
  • Written by: Joey Coleman
  • Narrated by: Joey Coleman
  • Length: 9 hrs and 28 mins
  • 4.7 out of 5 stars (86 ratings)

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Never Lose a Customer Again

Written by: Joey Coleman
Narrated by: Joey Coleman
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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.

©2018 Joey Coleman (P)2018 Penguin Audio

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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Learning to start over

This book has made our whole CS team rethink our customer experience from the ground up. after rating most of the 8 steps fairly low, we realized we needed to put many new steps into our process and also create more connections with the client starting with the sale. It won't be a short process to make these changes, but with all the insight we have been given, we have a good start to improving our process. We even sent out our first gifts to some select client and they all loved them!

The book is engaging and encourages you to take an honest look through your whole process and find places that you initially didn't think needed improving. I'd recommend this to any sales and CS team to start looking at how you should establish and maintain a relationship with all of your clients.

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A MUST FOR EVERY ENTREPRENEUR

I NEVER EVER LISTENED TO SUCH A HIGHLY INFORMATIVE ACTIONABLE ENJOYABLE BOOK
I already read many many books, and the first time I'm blown away, I went through the entire thing twice, and applying it.
I'm planning to review it once a year to raise the bar in my company.
THANKS JOEY FOR SHARING SUCH AN AMAZING WORK

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A Must read for any business owner

Own a business? This book is for you. It ties together all known concepts in an easy to read story.

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    5 out of 5 stars

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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Good information, but kind of a slog to listen through

Honestly, great material. But nothing so awe inspiring that I was excited to keep reading. There were moments of interesting insights and information though. Putting these learnings into practice will be the hard part.

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Great book

Such a good book! I learned so much on how to create a better customer experience!

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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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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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Joey C. changed the way we look at our customers

I don't really know where to begin! I was skeptical reading this book at first, solely because I thought we were already leaps and bounds above where we should be when it comes to customer satisfaction/retention. Unreal to find out how wrong I was (and not just be told I was wrong, but actually SEE the results when changes are made).

Joey has inspired our company to make some drastic, but exciting changes, in how we approach our customers. Every interaction has purpose and an emotional connection, and we have some great ways to say "Thanks for being awesome!" now instead of just an email.

If you think you're doing great, you're not. And if you're think you're not, it's time to read this book.

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not bad but still worth it

it was ok it is not for all the business but still worth the price

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