Never Lose a Customer Again: Turn Any Sale Into Lifelong Loyalty in 100 Days - Joey Coleman

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• Brand: Joey Coleman
• Categoria: Business & Economics
• Magazin: libris.ro
• Ultima actualizare: 15-12-2024 01:42:32

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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(R) 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 elit