Never Lose a Customer Again
Stop losing customers the moment they sign on! Discover how to transform the critical first 100 days into a journey of loyalty. Joey Coleman reveals a powerful 8-phase framework to turn one-time buyers into lifelong fans through personalized, human-to-human experiences.
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Who it is for
Perfect for business leaders, entrepreneurs, and sales professionals eager to boost retention and turn every customer into a passionate advocate.
About the Author
He is a renowned speaker, advisor, and best-selling author known for his expertise in creating unforgettable customer and employee experiences. His books, “Never Lose a Customer Again” (#2 Wall Street Journal bestseller) and “Never Lose an Employee Again,” have become essential guides for businesses seeking to turn one-time interactions into lifelong relationships. With nearly two decades of experience, Joey has worked with organizations like NASA, Zappos, and Deloitte, delivering actionable insights through keynotes, workshops, and consulting. Beyond his professional achievements, Joey is a world traveler, artist, and dedicated family man, living in Colorado with his wife and two sons.
View author profileLessons
- Shift your focus from "making the sale" to nurturing the relationship after the transaction.
- Address "buyer's remorse" early by affirming the customer's choice with reassurance.
- Deliver instant gratification during the "Activate" phase to maintain post-purchase excitement.
- Don't assume customers know how to use your product; guide them through the "Acclimate" phase.
- True loyalty leads to "Advocacy," where happy customers become your unofficial sales force.
Key Takeaways
- The first 100 days after a sale are critical for determining long-term customer loyalty.
- Customer experience is proactive and emotional, whereas customer service is reactive.
- An eight-phase framework guides customers from initial assessment to becoming brand advocates.
- Businesses must actively combat buyer's remorse immediately after a purchase is made.
- Personalized communication across multiple channels builds strong, lasting emotional bonds.
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