Never Lose a Customer Again
At the heart of this book is Coleman’s eight-phase customer journey framework, which provides a step-by-step process to craft a seamless, engaging, and memorable experience for customers. These phases guide businesses in creating emotional connections with customers, ensuring they feel valued and supported at every stage. Coleman’s approach is grounded in empathy, personalization, and proactive communication, encouraging businesses to view their interactions through the customer’s eyes.
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Brief Summary
Small businesses and startups that often struggle with customer retention due to limited resources, professionals who work closely with clients, and anyone who wants to go beyond transactional relationships and create lasting, impactful connections with their customers.
Topics
Summary of 5 Key Ideas
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Key ideas in
- How to design a structured 100-day customer onboarding process with proactive communication, personalized touchpoints, and consistent follow-up
- How to map your customer journey, identify gaps in your process, and implement targeted improvements for each phase
- Real-world examples of businesses that have successfully implemented Coleman’s strategies, showcasing how they achieved remarkable results
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