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Mohrbooks Literary Agency
Sebastian Ritscher |
| Original language | |
| English | |
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NEVER LOSE A CUSTOMER AGAIN
Turn Any Sale into Lifelong Loyalty in 100 Days
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.
Joey Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale. It's about the First 100 Days after the sale and the interactions the customer experiences.
While new customers initially 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 within 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 your customers' emotions, you can apply a myriad of tools and techniquesin-person, email, phone, mail, video, and presentsto cement a long and valuable relationship.
Joey Coleman is the Chief Experience Composer at Design Symphony, a customer experience branding firm that specializes in creating unique, attention-grabbing customer experiences. His clients include individual entrepreneurs, start-ups, small businesses, non-profits, government entities, and Fortune 500 companies.
While new customers initially 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 within 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 your customers' emotions, you can apply a myriad of tools and techniquesin-person, email, phone, mail, video, and presentsto cement a long and valuable relationship.
Joey Coleman is the Chief Experience Composer at Design Symphony, a customer experience branding firm that specializes in creating unique, attention-grabbing customer experiences. His clients include individual entrepreneurs, start-ups, small businesses, non-profits, government entities, and Fortune 500 companies.
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Book
Published 2018-04-03 by Portfolio |
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Book
Published 2018-04-03 by Portfolio |