Never Lose a Customer Again by Joey Coleman
Joey Coleman helps companies keep their customers. An award-winning speaker, he shares his First 100 Days® methodology for improving customer experience and retention with organizations around the world and his clients include Whirlpool, Volkswagen, and Zappos. Joey's Wall Street Journal best selling book 'Never Lose a Customer Again' shows how to turn any sale into a lifelong customer.
In this episode, we cover:
Never Lose a Customer Again
- 2:37 - Learning how to be persuasive
- 5:28 - Working the The Secret Service
- 7:27 - The Customer Experience lifecycle
- 9:39 - The First 100 Days
- 9:51 - The salesperson experience vs the customer experience
- 11:00 - Buyers remorse
- 14:57 - Mapping the customer journey
- 16:41 - Breaking down silos
- 18:13 - Customer experience KPI's
- 19:18 - The Handoff
- 22:40 - Rutherford Grill in Napa
- 34:37 - Going down the rabbit hole
Resources mentioned in this episode:
- joeycoleman.com
- Tools: Evernote
- Book: Pattern Recognition by William Gibson
- Album: First Touch by Dominic Miller
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