16. Create A Great Customer Experience and Retention Strategy with Joey Coleman
MAKE YOUR MARKeting
You might know how you acquired your customers, but do you know why they left? After making huge investments of time, money, and energy to acquire new customers, most companies see between 20 percent and 70 percent of those customers disappear in less than one hundred days. They break contracts, cancel memberships, stop using your product, or simply never come back.Today on the show I have the great pleasure of talking with Joey Coleman. Joey helps companies and organizations create a comprehensive customer experience strategy. As he explains, by creating remarkable customer experiences, you can stop your customers from leaving and keep them coming back for more.Joey is the author of the fantastic book, Never Lose A Customer Again (you should read this!) and during this episode, he outlines the eight different states or phases a customer goes through during their experience with a business. And if you meet your customer at the state they are in during their journey with you, they will stick with you and come back. If you drop the ball along the way, you will likely lose them.Listen to this one, it's chock-full of goodness and powerful takeaways! ~ PiaGet all links, resources and show notes at https://makeyourmarketingpodcast.comAbout Joey ColemanJoey Coleman helps companies keep their customers. An award-winning, international speaker, he works with organizations around the world ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His Wall Street Journal #2 best-selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers. When not speaking to audiences around the globe (both virtually and in person), Joey enjoys spending time with his amazing wife and two young sons building LEGO sets (Star Wars and Harry Potter are family favorites) and playing board games like Sequence (his younger son is a force to be reckoned with) and Ticket to Ride (his older son is a future train baron).Web/Social LinksWebsiteJoey's PodcastLinkedInEmailHighlights from the ConversationIf you can "Wow!" your customer within the first 100 days, they will stick around for up to five years!20 to 70 percent of your new customers will decide to stop doing business with you within the first 100 days of their experience. Most businesses don't know why their customers are leaving or checking out.Businesses often focus on acquiring customers, but don't put their best effort into retention (they should!).Joey walks us through the eight phases of a customer journey and why it's important to meet them at each.If you can get them through all eight phases and do it right, they become an advocate and come back for more!You have about a 5 to 10 percent chance of closing a cold client.But, you have a 60 to 70 percent chance of selling to an existing customer!Building your relationship and a wonderful customer experience is critical.A combination of automated and non-automated activities is optimal. You can't just set it and forget it.Prepare for mistakes with your automated stuff, because they will happen.It's not B2B or B2C... it's H2H. Human to human. Some of our most loyal customers may be anxious about coming back right now.Businesses can overwhelm customers by trying to provide so much value right away.The best way to ask for referrals.Joey's new book coming out soon: Never Lose An Employee AgainWhat Joey is reading now: The Experience Maker by Dan GingissJoey heads to... Antarctica?!?Resources Discussed/LinksJoey's Free Resource mentioned in the show - https://joeycoleman.com/fingerprintJoey's book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days - https://amzn.to/3leRr5FThe book Joey is reading now, Experience Maker by Dan Gingiss - https://amzn.to/3j5eRrq
Joey Coleman - Author, Never Lose A Customer Again [Customer Service]
Press 1 For Nick
Joey talks about: Why do companies lose customers The cost of losing a customer Why companies don't spend more time, money, or energy trying to retain customers. The person who has influenced Joey the most in the past year: · Dan Gingiss: Co-Host of the Experience This! Podcast. His note to all CX professionals: “Lead with empathy, then give them some more empathy, then solve the problem.” Transcript:https://press1fornick.com/joey-coleman *** ABOUT NICK GLIMSDAHLSubscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** LISTENER SUPPORT Support this show through Buy Me A Coffee BOOK RECOMMENDATIONS: Learn about all the guest's book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY: VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ ★ Support this podcast on Patreon ★
Life Hacks To A Happy Marriage And Parenting with Joey Coleman
18 Summers: Candid Conversations About Family
In this episode, Joey shares the secrets to a happy marriage and talks about teaching your kids about the consequences of the choices they make. Tune in and find out the two things you will want to experiment within your family life. Key takeaways to listen for The 90/10 rule for improving your marriage Doing the best we can Best, worst, and weirdest part of the day The stitches vs. band-aids phase Having daily failures About Joey Coleman For almost twenty years, Joey has helped organizations like Whirlpool, Volkswagen Australia, and Zappos retain their best customers and turn them into raving fans using his First 100 Days® methodology. He has a long history of energizing and motivating audiences to enhance their customers’ experiences. He is also the author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again, which shows how to turn any sale into a lifelong customer. Connect with Joey Website: www.joeycoleman.com Twitter: @thejoeycoleman Connect with Us To learn more about us, visit our website at www.18summers.com or email us at email@example.com. To get a copy of our book “The Family Board Meeting”, click here. Subscribe to 18 Summers Podcast and leave a rating and written review! Social Media Channels Facebook Group: 18 Summers LinkedIn: Jimmy Sheils Instagram: @18summerstribe
Turning Your Clients into Raving Fans through Retention with Joey Coleman!
None Of Your Business Podcast
Author of "Never Lose A Customer Again" joins Shawn to talk about how to increase retention in your service based business. Joey outlines several practical ways to maximize the lifetime value of your clients and turn them into advocates of your services. Great listen!Check out Joey's Book: "Never Lose A Customer Again" https://www.amazon.com/Never-Lose-Customer-Again-Lifelong/dp/0735220034
In this episode, Joey shares his expert advice on improving customer retention, as well as the 8 stages a customer goes through from his book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. Listen to learn why focusing on existing customers is so important and how to turn them into your biggest fan in just a few months. For almost twenty years, Joey has helped organizations retain their best customers and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers’ experiences. He is an award-winning speaker (yes – they do have speaking contests) at both national and international conferences – competing against New York Times bestselling authors, business leaders, and internet sensations/celebrities. #2 Wall Street Journal bestseller, Never Lose a Customer Again.
Customer Experience Radio Welcomes: Author and Customer Retention Expert Joey Coleman
Customer Experience Radio
When organizations like Whirlpool, Deloitte, Volkswagen Australia, Principal Financial, and Zappos need to boost their customers’ experience, they call on Joey Coleman for assistance. He is the creator of The First 100 Days® – a system that is designed to dramatically increase your customer retention and as a result, your bottom line. Joey is a recognized expert in customer experience design […]The post Customer Experience Radio Welcomes: Author and Customer Retention Expert Joey Coleman appeared first on Business RadioX ®.
How To Never Lose a Patient Again with Joey Coleman
The Business of Hearing
Joey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations around the world ranging from small start-ups to major brands such as Deloitte, Hyatt Hotels, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His Wall Street Journal #2 best-selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers. In this ‘Expert Interview’ – Joey shared with Phil and Inner Circle members how following his 8 steps for creating remarkable experiences helps you to never lose a patient again. Highlights: “We’re really good at the chase. We’re kind of good at the moment of catch. But the idea of keeping long term, we fall apart.” “The tops of most organizations have this over-appreciation if you will of growing the business through more new customers as opposed to growing the business through deeper relationships with existing customers.” “I’ve never seen anyone go on social media and go “oh my gosh, just got my new hearing aids today, I’m super excited about it, you should go to the same place I went to”.” “The first fitting is then the Activate phase and the reason it’s the Activate phase is they walk out of your office hearing differently.” “We’ve got this window where we really want to capitalize on the relationship and that’s the Acclimate phase.” Visit Joey’s website: http://www.joeycoleman.com Buy Joey’s book: https://www.amazon.com/Never-Lose-Customer-Again-Lifelong/dp/0735220034/ If you’d like to read the full highlights, check out this article on the Orange & Gray website: https://orange-gray.com/joey-colemans-advice-on-how-to-never-lose-a-patient-again/ Find out more about how “Inner Circle” members are transforming their hearing care practice with the help of the Orange & Gray team: https://orange-gray.com/inner-circle/
EP217: Joey Coleman - What You Need To Know About Customer Retention
The Successful Bookkeeper Podcast
Customer retention. If you get the first 100 days right, you'll have a client for life. That's the successful and proven mantra of our guest today. Joey Coleman is a speaker, consultant, mentor and the author of the bestselling book, Never Lose a Customer Again. While most business owners focus on marketing or closing the sale, Joey believes that relationships, customer experiences and interactions in the first 100 days after the sale is the most important ingredient to earning a loyal lifetime customer. During this interview, you'll discover... The importance of having a clear understanding of your current client's journey “How do I get more” versus “How do I get deeper” Tips on how to create remarkable experiences during the customer lifecycle To find out more about Joey, visit https://www.thesuccessfulbookkeeper.com.
In this 7-Figure Fundraising episode, Trevor interviews Joey Coleman, the award-winning speaker and author of the #2 Wall Street Journal bestseller, Never Lose A Customer Again. During this episode, Joey speaks directly to nonprofit leaders on how to improve their donor retention strategies to achieve lifelong loyalty.
89. Joey Coleman Shares How To Bring Back Your Clients In Our Covid-19 World
Has your business returned back to normal pre-COVID-19? If you are like most lash artists, things have changed at least a little if not a lot. Being a business owner has never been more difficult and keeping your clients has never been more important. This is why we are fortunate to have Joey Colmen, a best selling author and customer service guru, join us in this episode and give us some practical tips on how to get clients back in the room.We have all been forced to rethink our business and when this pandemic is over, we are hopeful for how our industry is going to bounce back. Just think in a short time, your business will be more inventive and resilient than it has ever been. With some hard work, all of us are going to get through this and get our industry back on track. This episode was originally a free webinar we hosted with Joey, so you'll notice this episode format is a little different. Enjoy!ANNOUNCEMENTS:DEADLINE TO BUY STANDARD AND VIP TICKETS IS OCTOBER 14TH.THE VIRTUAL LASHCONFERENCE IS HERE - November 15-16, 2020 We're on a mission here at The VIRTUAL LashConference (LashCon) to make every lash artist profitable and professional. First, we want to help lash artists become profitable. There are so many lash artists just squeaking out a living. We know we can all do better. Second, we want to see lash artists like you be more professional and as a result more respected. We want to equip lash artists with the best information regarding lashes, adhesives, techniques, and customer service. The better educated we are, the more confident we'll be and the more respected we'll be. With these two ideas in mind, we are working hard to make sure The VIRTUAL LashConference helps you to become more profitable and professional. We have invited world-class speakers (many from outside the lash industry) to come and share their wisdom with us. If you want to be profitable and professional, sign up for the con today. You can come for as low as $209.We also have a payment plan where you only need to pay 50% now. Go to www.thelashconference.com to sign up today!GUEST ANNOUNCER LASCAST OPENING SCRIPTHere is our script that you can use to record the opening to our show:"Hi I’m (name) and I work at (name of biz) in (city, state) and I’m today’s guest announcer. You can find me on Instagram at (IG handle)! Cue the music…In an industry where most of us spend the majority of our time working alone in a room, this podcast was created so you can learn, be encouraged, and find a connection with other lash and beauty professionals. This is the LashCast Podcast and here’s your host, Paul Luebbers."PLEASE FOLLOW US!IG: @firstname.lastname@example.orgFacebook: www.facebook.com/groups/lashcastpodcast/Contact Paul Luebbers: email@example.com