Never Lose a Customer Again

Turn Any Sale into Lifelong Loyalty in 100 Days

By: Joey Coleman

Narrated by: Joey Coleman

Length: 9 hrs and 28 mins

Publisher's 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.

©2018 Joey Coleman (P)2018 Penguin Audio

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)

Loved it!

Lots of great, actionable items to use for your clients and client retention. This is definitely one of those books to listen to a few times because there is a lot here. And as you would probably expect, lots of surprise bonuses. Some audio books are better than others when listening but Joey made it a great and interesting experience!

Truly insightful

As a customer experience and product professional, I found this book truly insightful and eye opening, it obviously helps that Joey Colman is very engaging in his narration. Strongly recommend

A great book and study guide .

This is a book that is helpful from so many different angles and keeps you engaged in the process of improving customer service.

Insightful and Actionable

The insights Joey shares help make the next steps obvious and achievable for a business of any size.

Business Changer. Life Changer.

I wish I had this book when I first started our company! There are so many useful nuggets and valuable insights that I would have no idea where to start if it wasn't so clearly articulated in this book. Thank you so much Joey! SignMaster.com will never be the same.

Quick and valuable listen

This was an eye opening book. Maybe a tad bit repetitive but I the author wanted fo these lessons to go to practice. We will be implementing these throughout our company and, boy, there is some work to be done. :)

Informative and Engaging

Joey’s book was chock full of knowledge nuggets and kept the content engaging through storytelling. I also appreciate how he took great care to record the book himself and found it easy to listen to.

Required reading.

This book is now required reading for anyone with whom I partner in business.
The ideas and concepts discussed here are the fulcrum upon which the remainder of my career shall rest.
Read this book & do the work laid out in it... period.

Money Maker!

If you're into small business this has so many great ideas. I have implemented so many great ideas from just this book. I probably got 3x as much useful information than compared to other books in same category of reading.

Loved it

This is a great book for any business. The homework and questions helped me get my business back on track.