Business & Marketing

Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days

Name: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days
Rating: 4.8 (1000 reviews)
Author: Joey Coleman

Joey Coleman

24 minAudio9 insights

What you'll learn

•Understand the eight phases of the customer experience journey.
•How to create emotional connections with customers through human-to-human interactions.
•Identify common structural and cultural challenges that cause customer defection.
•Effective use of multiple communication tools to enhance customer experience.
•Implement a systematic process to investigate, observe, personalize, and surprise customers.
•Engage employees and secure leadership buy-in for customer experience initiatives.
•How remarkable customer experiences can boost retention, loyalty, and profitability.

Who should read this

✓Business leaders seeking to improve customer retention
✓Marketing and sales professionals wanting to enhance customer experience
✓Customer service managers aiming to reduce defection
✓Entrepreneurs and small business owners focused on growth

About this book

A strategic roadmap to turn new customers into lifelong loyal advocates by mastering the first 100 days of the customer journey.

Did You Know?

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Joey Coleman’s concept of the 'First 100 Days' is inspired by the critical period in customer onboarding when most defections occur.

Audio Summary

Section 1

The Human-to-Human Connection: Beyond B2B and B2C

3:45

8 Sections

Preview: The Human-to-Human Connection: Beyond B2B and B2C

Imagine a world where every business interaction is seen not as a cold transaction, but as a warm, human connection. Business is not just about products or services; it's about people. This simple yet profound shift in mindset is the foundation of transforming customer relationships. The traditional labels of B2B and B2C often obscure the reality that behind every purchase decision is a human being with hopes, fears, and expectations.

Consider a large corporation purchasing software. While the procurement manager signs the contract, many others within the organization will use, evaluate, and be affected by that software. Each one has their own experience and emotional response. Recognizing this multiplicity of stakeholders allows businesses to design experiences that resonate on a deeper level.

On the flip side, think about buying a shirt at the store. It might seem straightforward, but the buyer's experience is influenced by how the shirt makes them feel, how others perceive it on them, and even how it fits into their lifestyle. The emotional journey is complex and nuanced.

By embracing the human-to-human (H2H) philosophy, businesses unlock the power to connect authentically. This connection is the bedrock of loyalty, advocacy, and sustainable growth. When customers feel seen, heard, and valued as people, not just revenue sources, they respond with trust and commitment.

As you move forward, keep in mind that every phase of the customer journey is an opportunity to deepen this human connection. It's not enough to sell a product; you must engage the heart and mind of your customer. This understanding will guide us as we explore the phases of the customer experience in the next section.