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Never Lose a Customer Again
- Turn Any Sale into Lifelong Loyalty in 100 Days
- Narrated by: Joey Coleman
- Length: 9 hrs and 28 mins
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Never Lose a Customer Again
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Summary
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.
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Critic 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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Overall4 out of 5 stars
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Performance2 out of 5 stars
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Story4 out of 5 stars
- George Beirne
- 12-04-21
Keeps buffering
Unfortunately, the book keeps buffering which is a shame because the book is of real interest to me in helping me land my next sales job
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Overall5 out of 5 stars
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Story5 out of 5 stars
- Boris Veselov
- 02-03-19
Super book
Super book. I highly recommend it to anyone and everyone interested in better serving customers.
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Overall5 out of 5 stars
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- Anonymous User
- 04-09-23
Very useful
Useful tips, examples, questions, exercises Covers both services and products businesses. Recommend for business owners and marketing managers
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Overall5 out of 5 stars
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- Amz Shopper!
- 06-07-18
love this audiobook
such a great audiobook. helps build long-term customer relationships. highly recommend for any serious business owner who sees the value in long-term customer relationships. Joey give some great facts on how much more profitable it is to build long-term relationships with customers rather than continuously chasing after new customers.
will make you stand out in a world of people just chasing after the next customer
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Overall5 out of 5 stars
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- Anonymous User
- 09-10-19
Every business leader needs to hear this!
What a great book. If you are entrepreneur or decision maker in a business then you need to get this book and implement the practical steps this book outlines. I have no doubt this will grow my profit margins!
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Overall5 out of 5 stars
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- Daniel
- 03-02-20
highly recommended
Joey Coleman sets out a handheld approach to performing a CX audit and how to go about implementing it
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- mashariah
- 12-05-19
revolutionary look at customer service
loved the book and will have to relisten again and again .... I struggled with taking notes and answering questions at the end of chapters only because 90% of the time I was listening to the book I was driving, ironing, cooking etc ...
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Overall5 out of 5 stars
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- Anonymous User
- 18-10-18
Excellent book with actual instructions.
I highly recommend this book to any business owner or anyone interested in customer experience. The customer service game has changed and if you don't read this book you will be left behind. You may think your company currently provides good customer service but after reading this book you will realize that you actually don't.
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Overall5 out of 5 stars
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- Amazon Customer
- 17-10-19
Excellent and universal content
Most of this content and concepts can be used by small to medium sized firms whereas some is only for larger firms.
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Overall3 out of 5 stars
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- Edward
- 27-10-19
Some interesting ideas but...
Not enough to keep me coming back for more. I would have been asking for my money back if I had purchased the book rather than used a credit. The book offers a money back guarantee.
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2 people found this helpful