Never Lose A Customer Again: Turn Any Sale Into Lifelong Loyalty in 100 Days by

Description: Never Lose A Customer Again by Joey Coleman 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.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.Colemans theory of building customer loyalty isnt about focusing on marketing or closing the sale- Its 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 buyers 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.Colemans 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. Theyre often too embarrassed to admit theyre 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, Sephoras 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. Thats 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, Colemans 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. FORMAT Hardcover LANGUAGE English CONDITION Brand New Author Biography Joey Coleman is the Chief Experience Composer at Design Symphony, a customer experience branding firm that specializes in creating unique, attention-grabbing customer experiences. His clients include individual entrepreneurs, start-ups, small businesses, non-profits, government entities, and Fortune 500 companies. When not traveling the world for speaking and consulting engagements, he enjoys time at home with his family in the mountains of Colorado. Review "Joeys 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 companys bottom line—and he even guarantees it!" - Chris Guillebeau, New York Times bestselling 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 Ive read in years." - Michael Port, New York Times and Wall Street Journal bestselling author of Steal the Show "Gift this to every business owner you know; its the detailed, how-to guide for todays customer relationships. Recommended!" - Jay Baer, founder of Convince & Convert and author of Hug Your Haters "Joeys explanation of customer experience is genius. It completely reframed our business and led us to become the leader in our field. I dont just recommend Joey or his book - thats not a strong enough statement. If you dont implement these ideas in your business, youre going to lose to someone who does." - Tucker Max, 3x #1 New York Times bestselling author and co-founder of Book in a Box "Joey is top of the field when it comes to customer experience design. It usually takes years to develop world class customer service - but this process can get a company there in weeks." - Robbe (Robert) Richman, Former Culture Strategist at Zappos and author of The Culture Blueprint "This book is essential for everyone who has any interaction with your customers! Never Lose a Customer Again goes beyond customer service and experience. Its about validation that the customer made the right decision to do business with you. Everyone in your organization must understand this. - Shep Hyken, customer service expert and New York Times bestselling author of The Amazement Revolution "Never Lose a Customer Again is the roadmap for the most practical marketing strategy you can employ: creating an exceptional customer experience." - John Jantsch, author of Duct Tape Marketing and The Referral Engine "Never Lose a Customer Again is a landmark work on the least talked about, yet most important, part of a successful business – keeping your customers. If you only read one book on this critical subject, make it this one." - Marcus Sheridan, author of They Ask You Answer"Joey Coleman reminds us that the true, lasting path to profitability is building customer relationships for life - and in this book, he shows exactly how to do it." - Dorie Clark, author of Stand Out and Entrepreneurial You; adjunct professor, Duke University Fuqua School of Business "Joeys work and expertise in the customer space are bleeding edge. Never Lose a Customer Again is a must-read for anyone growing a company, or wanting to grow in their role inside a company." - Cameron Herold, Founder COO Alliance, author of Double Double and Meetings Suck "Whether youre a solo entrepreneur or a Fortune 100 enterprise, this book is the ultimate road map for making your brand stand out. Its guaranteed to become a classic - not only in the genre of customer experience, but among business books in general. Implementing these revolutionary techniques is the best gift you can give your customers, your business, and yourself!" - John Ruhlin, founder of Ruhlin Group and author of Giftology "The techniques outlined in this book are the absolute best way I know to keep your customers. Never Lose a Customer Again is directly applicable, funny to read, and filled with great examples. By learning how to better care for your customers you will dramatically improve your bottom line. Read this book!" - UJ Ramdas, Co-Founder at Intelligent Change "If you believe as I do that customer experience is the last true brand differentiator, and youre wondering how you can differentiate your business in a sustainable, competitor-proof way, then you have picked up the perfect book. There is no one on Earth more passionate about the customer experience than Joey Coleman (trust me, Ive tried to match his passion!), and he translates that passion into an actionable guide to treating your customers right and taking your business to the next level. So many companies make the mistake of focusing all of their resources on acquiring new customers; instead, Joeys approach is to focus on keeping the customers you already have. And when you treat your customers and clients with the respect and consideration they deserve, they will pay you back with loyalty and a willingness to share their great experience with the world." - Dan Gingiss, Senior Director of Global Social Media at McDonalds Corporation and Author of Winning at Social Customer Care "Joeys step-by-step guide will show you how to wow your customers so that youll never lose one again." - Vanessa Van Edwards, bestselling author of Captivate "Never Lose a Customer Again provides a goldmine of ideas, examples, and ready-to-implement action steps designed to hook your customers early in the relationship and turn them into lifelong fans!" - Nir Eyal, bestselling author of Hooked "I was in the audience at the conference where Joey first tried out his First 100 Days philosophy and watched it ripple through the crowd of seasoned entrepreneurs and business executives. He received a standing ovation. Since then, Joey has become an incredibly in-demand speaker and writer. Never Lose a Customer Again is the next step in that journey." - Ryan Holiday, bestselling author of The Obstacle is the Way and Ego is the Enemy Promotional 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. Review Quote "Joeys 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 companys bottom line --and he even guarantees it!" - Chris Guillebeau, New York Times bestselling 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 Ive read in years ." - Michael Port, New York Times and Wall Street Journal bestselling author of Steal the Show "Gift this to every business owner you know; its the detailed, how-to guide for todays customer relationships . Recommended!" - Jay Baer, founder of Convince & Convert and author of Hug Your Haters "Joeys explanation of customer experience is genius. It completely reframed our business and led us to become the leader in our field. I dont just recommend Joey or his book - thats not a strong enough statement. If you dont implement these ideas in your business, youre going to lose to someone who does. " - Tucker Max, 3x #1 New York Times bestselling author and co-founder of Book in a Box "Joey is top of the field when it comes to customer experience design. It usually takes years to develop world class customer service - but this process can get a company there in weeks ." - Robbe (Robert) Richman, Former Culture Strategist at Zappos and author of The Culture Blueprint "This book is essential for everyone who has any interaction with your customers ! Never Lose a Customer Again goes beyond customer service and experience. Its about validation that the customer made the right decision to do business with you. Everyone in your organization must understand this . - Shep Hyken, customer service expert and New York Times bestselling author of The Amazement Revolution " Never Lose a Customer Again is the roadmap for the most practical marketing strategy you can employ : creating an exceptional customer experience." - John Jantsch, author of Duct Tape Marketing and The Referral Engine " Never Lose a Customer Again is a landmark work on the least talked about, yet most important, part of a successful business - keeping your customers. If you only read one book on this critical subject, make it this one. " - Marcus Sheridan, author of They Ask You Answer "Joey Coleman reminds us that the true, lasting path to profitability is building customer relationships for life - and in this book, he shows exactly how to do it." - Dorie Clark, author of Stand Out and Entrepreneurial You ; adjunct professor, Duke University Fuqua School of Business "Joeys work and expertise in the customer space are bleeding edge . Never Lose a Customer Again is a must-read for anyone growing a company, or wanting to grow in their role inside a company." - Cameron Herold, Founder COO Alliance, author of Double Double and Meetings Suck "Whether youre a solo entrepreneur or a Fortune 100 enterprise, this book is the ultimate road map for making your brand stand out . Its guaranteed to become a classic - not only in the genre of customer experience, but among business books in general. Implementing these revolutionary techniques is the best gift you can give your customers, your business, and yourself!" - John Ruhlin, founder of Ruhlin Group and author of Giftology "The techniques outlined in this book are the absolute best way I know to keep your customers . Never Lose a Customer Again is directly applicable, funny to read, and filled with great examples . By learning how to better care for your customers you will dramatically improve your bottom line. Read this book!" - UJ Ramdas, Co-Founder at Intelligent Change "If you believe as I do that customer experience is the last true brand differentiator, and youre wondering how you can differentiate your business in a sustainable, competitor-proof way, then you have picked up the perfect book. There is no one on Earth more passionate about the customer experience than Joey Coleman (trust me, Ive tried to match his passion!), and he translates that passion into an actionable guide to treating your customers right and taking your business to the next level. So many companies make the mistake of focusing all of their resources on acquiring new customers; instead, Joeys approach is to focus on keeping the customers you already have. And when you treat your customers and clients with the respect and consideration they deserve, they will pay you back with loyalty and a willingness to share their great experience with the world." - Dan Gingiss, Senior Director of Global Social Media at McDonalds Corporation and Author of Winning at Social Customer Care "Joeys step-by-step guide will show you how to wow your customers so that youll never lose one again." - Vanessa Van Edwards, bestselling author of Captivate " Never Lose a Customer Again provides a goldmine of ideas, examples, and ready-to-implement action steps designed to hook your customers early in the relationship and turn them into lifelong fans!" - Nir Eyal, bestselling author of Hooked "I was in the audience at the conference where Joey first tried out his First 100 Days philosophy and watched it ripple through the crowd of seasoned entrepreneurs and business executives. He received a standing ovation . Since then, Joey has become an incredibly in-demand speaker and writer . Never Lose a Customer Again is the next step in that journey." - Ryan Holiday, bestselling author of The Obstacle is the Way and Ego is the Enemy Promotional "Headline" 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. Excerpt from Book chapter One A Letter from the Author: The Future of Business Is H2H Dear Reader: Thanks so much for purchasing Never Lose a Customer Again! Or picking it up at the bookstore and reading this first chapter-trust me, you should save time and go buy this now as I offer a 100 percent refund guarantee at the end of this letter, so no need to worry! Its time to stop thinking B2B or B2C-the future of business is H2H. There is a natural human tendency to learn about a new way of doing business and immediately jump to excuses about why it wont work for you. "I could never do that in my business, because [insert reason here]." "That sounds good in theory, but it would never actually work in practice." "Maybe he can do this, but real people cant. Its unrealistic." Please do me a favor. . . . Do not approach this book with that mindset! The philosophy, methodology, and processes I describe in this book have radically changed both B2B and B2C businesses. The examples highlighted in this book run the gamut of size, scope, and industry. This approach has succeeded in small, medium, and large businesses. Nearly every type of product and/or service offering you can imagine has implemented this process: international and domestic-based operations; small, medium, and large customer bases; high- to low-dollar items. The ideas in this book are not my theories. They come from real-world experiences-both my own and those of companies I have worked with over the last twenty-plus years. These companies range from internationally renowned brands like Zappos, Deloitte, Hyatt Hotels, NASA, and the World Bank to small, local, mom-and-pop businesses. You might be concerned about the size of your company and whether you can implement these ideas. Dont worry-you can. You may wonder, "What if my business has only two employees?" The techniques in this book will still work for you. "What if my business has more than five hundred employees?" These approches still apply. In fact, Ive included case studies of companies that range in size from one employee to more than 340,000 employees! You may worry about whether you can afford to implement the strategies and techniques discussed in this book. Again, you neednt fear, because you can. If your business has less than $100,000 in revenue, you can afford the techniques described in this book. If your business is making billions of dollars, youre more than covered. Ive included case studies of companies where the annual revenue ranges from $50,000 to more than $220 billion. Whether you sell products, services, or some combination of both, this book has examples for you. Whether you operate within the domestic United States or around the world, this book has examples for you. Whether you consider yourself an online business, a brick-and-mortar business, or some combination of both, this book has examples for you. My point is very simple: Yes, this works, and yes, it applies to YOUR business. One of the biggest myths in business is the supposed difference between B2B and B2C. I get comments like this all the time: "Joey, I loved your example, but it was a B2C business. Do you have an example that is B2B?" or "Joey, you talked about a large B2B operation. Were a small, B2C company-what should we do?" These questions are based on the premise that there is a huge difference between the two types of customers (businesses and consumers). There is not. While there are certainly differences between B2C and B2B operations, they are less significant than most people imagine. All business is ultimately the same, because all business boils down to humans dealing with humans. I like to focus on a human-to-human (H2H) equation, because that is what matters most. When we think about the typical B2C environment, we know were selling to a single buyer and our focus is on that individual. Without an H2H approach, we fail to think about the other people who will interact with the purchased item. Imagine a male customer who purchases a new shirt. We forget to consider the girlfriend who appreciates the way he looks in the shirt, the roommate who borrows the shirt, the parents who think he "looks sharp" in the shirt, etc. In contrast, when we think about an H2H interaction in a B2B setting, we have to recognize that every business is an organization comprised of people, and therefore your product or service is interacting with humans-and many of them. The person who made the purchasing decision probably isnt going to be the only person using the product. In fact, they may not be the person using it at all. With an H2H approach, we must think of all the people who arent involved in the sales conversation but will be using the service, and about the constraints operating on the person who is making the purchasing decision. With H2H thinking, we consider all of the people who interact with and experience the product. When you shift to H2H thinking, you find more commonalities between yourself and your customer or client. You can then take what you know about human nature and infuse it into your business operations. To never lose a customer again, you must meet your customers (whoever they are) where they are in their emotional journey. If you can meet your customers where they are, you can avoid missing the opportunity to take them out of the sterile B2B environment or single-minded B2C environment and into the more emotionally resonant H2H environment. The next time you find yourself thinking in terms of B2B or B2C, remind yourself that you are selling something to people that will be used by people. If you always keep that in mind, you will move your customer through the phases of the ideal journey, and you will make every customer a customer for life, regardless of your business or industry. In essence, youll never lose a customer again. Some consider this idea-that all business is about human-to-human interaction-controversial. Not everyone agrees with this approach to business. Thats fine. If you find yourself disagreeing with this mentality, I encourage you to put the book down and if you purchased it, to email me directly so I can give you a full refund of the price you paid for the book. The entire philosophy I describe in this book is based on this human-to-human concept, and if you disagree with it, I dont want you to waste your time reading any further. I am very serious about the refund offer. Email me at , and I will arrange for you to receive a full refund. Thats how serious I am about this philosophy and approach to life. I wrote this book because I genuinely believe that business is ultimately about solving problems to help human beings. You dont have to agree with me, but if you dont, this book probably wont help you, and I would rather reimburse you than bear your disappointment. Lets get started! P.S. If you have any questions, want to make any comments, or just want to share how youre going to implement these systems to never lose a customer again, send me an email at . Id love to hear from you! chapter two If a Dentist Can Do It, Why Cant You? As I bit into the purple SweeTART Details ISBN0735220034 ISBN-10 0735220034 ISBN-13 9780735220034 Format Hardcover Subtitle Turn Any Sale Into Lifelong Loyalty in 100 Days Country of Publication United States Pages 368 DEWEY 658.812 Illustrations Illustrations, unspecified Place of Publication New York Short Title Never Lose a Customer Again Language English Year 2018 Publication Date 2018-04-03 US Release Date 2018-04-03 UK Release Date 2018-04-03 Author Joey Coleman Audience General NZ Release Date 2018-04-14 AU Release Date 2018-04-14 Publisher Prentice Hall Press Imprint Prentice Hall Press We've got this At The Nile, if you're looking for it, we've got it. 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