Never Lose a Customer Again
Turn Any Sale into Lifelong Loyalty in 100 Days
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Never Lose a Customer Again
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Narrated by:
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Joey Coleman
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By:
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Joey Coleman
About this listen
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 AudioCritic Reviews
“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)
What listeners say about Never Lose a Customer Again
Average Customer RatingsReviews - Please select the tabs below to change the source of reviews.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Kindle Customer
- 29-12-2022
Excellent Experience.... the book is spot on.....
Joey is spot on!
A customer can pay anything for an excellent experience.
I am a dentist, I see it every day.
Well done, Joey.
I recommend this book for everyone..... cheers
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Overall5 out of 5 stars
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- Ryan Curwen-Walker
- 01-12-2021
Must read for every business owner
I love how the author describes every business as a “human to human business”. No salesy, corporate lingo. We’re about serving people. If you get that right you’ll do well.
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Overall5 out of 5 stars
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- Anonymous User
- 20-12-2021
Inspiring and practical
Really loved this book. Joey breakdown improving part of your customer experience brilliantly. Not just helpful and practical. It’s inspiring and keeps you think about what small steps make a huge impact for customers.
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Overall5 out of 5 stars
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- Stephen k.
- 03-10-2019
Great book and very easy to implement
Entertaining and extremely useful. Very structured to make it easy to implement. I Highly recommend.
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Overall5 out of 5 stars
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- Anonymous User
- 15-11-2022
Lots of really great ideas
Takes while to get into it at the start by going on about why you need to do it, but stick with it as he eventually gets into lots of great practical examples.
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Overall5 out of 5 stars
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- Anonymous User
- 09-05-2018
I never had this kind of book. Seriously!
English is my second language but his explanations are very simple and easy to understand. I had learned a lot of things from Joey. Personally thanks to him to wrote such a beautiful book like this.
;)
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1 person found this helpful
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Overall5 out of 5 stars
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Performance4 out of 5 stars
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- Steven Hui
- 01-01-2020
Loved the concepts in this book
Now the key is to implement and execute these great ideas. But it has already fired me up as I now know how I can use these techniques to significantly level up my business impact with my clients.
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1 person found this helpful
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- caleb
- 09-05-2018
Best business book
I’ve read a lot of business books - this is my favourite so far, it is a step by step of what to do. I LOVE it.
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- W*BvK
- 10-11-2018
Must Listen for Any Business Owner
Must listen to the book. Easy listening, friendly and inspiring. It is helping me greatly.
I'd rate this along with How to Make Friends and Influence People in The Digital Age. Simple little ideas that make a difference.
10/10 W*BvK
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- Sarah k
- 11-02-2019
Truly loved it!!
What a great listen! every chapter has endless nuggets of gold and Joeys delivery, experience, insights, customer stories, and practical guides are so powerful and I've already reused with some of my own customers. Really enjoyed Joeys energy in narrative... thanks Joey for writing this!
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