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Never Lose a Customer Again

Turn Any Sale into Lifelong Loyalty in 100 Days

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Never Lose a Customer Again

Auteur(s): Joey Coleman
Narrateur(s): Joey Coleman
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À propos de cet audio

 Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer.

Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences.

While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding.

In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship.

Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle.

In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone.

In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display).

In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals.

Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%.

Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries.

His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention. Comportement des consommateurs et étude de marché Marketing Marketing et ventes Réussite personnelle Service à la clientèle Carrière Entreprise Consultation

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Les plus pertinents
Every business owner should listen to this book!

I would consider it mandatory for entrepreneurs.

Every business owner should listen to this book!

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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

Lots of golden nuggets

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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.

A must read for any business

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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.

Already Applying NLACA's Framework to Enhance CX

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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👍🙌

Business Changer

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