315: Joey Coleman, Never Lose a Customer

Jeannie and Adam interview award winning speaker and author Joey Coleman to discuss how the first 100 days is critical to increase customer retention and ultimately, lifetime profit. The untold truth about customer retention You may know that just a 5% increase in customer retention leads to a 25% - 100% increase in profits, but did you know the first 100 days of a customer’s lifecycle is when the magic really happens? Unfortunately, this first 100 days is typically filled with paperwork, payments, and other boring, company-focused “onboarding” experiences. “It’s the most important time period of the entire relationship.” –Joey Coleman If this phase in the customer lifecycle is so critical, then there’s got to be a better way. And there is! In fact, we know there are at least 46. Meet Joey Coleman, whose latest book is packed with 46 case studies and loads of research about companies who have turned onboarding (yawn) into a customer-centric “welcoming” experience, leading to amazing, measurable results. “If we can get them to day 101, in the typical business, they’ll stay for 5 years.” –Joey Coleman In this episode, Joey shares highlights from his most memorable case studies, so you can get a better idea of how to make the first 100 days more memorable for your customers. From web development firms to pop singers, anyone can turn this typically boring phase into an invaluable opportunity to build solid relationships, create loyal fans, and inspire advocates. “I get it…you want me to feel. But how do I explain that to our #CFO when we need a check?” –Joey Coleman What’s the first 100 days of your customer’s lifecycle like? Onboarding customers is expensive, so why not get more measurable ROI from the resources you put into it? Listen in for great tips, exciting stories, and compelling facts to get you started. Interview Highlights Why is the first 100 days of a customer relationship so important? [3: 00] Onboarding is typically a dull process, but Joey turns it into an “invitation.” [5:35] How do you make those first 100 days more meaningful? [8:30] Joey shares some of his favorite case studies, including Taylor Swift! [14:50] But what’s the real ROI of enhancing the first 100 days? [21:00] About our guest Joey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as Deloitte, Hyatt Hotels, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. In his upcoming book, Never Lose a Customer Again, (scheduled for publication April 2018) he shares strategies and tactics for turning one-time purchasers into lifelong customers. When not speaking to audiences around the globe, Joey enjoys spending time with his amazing wife and two young sons in the mountains of Colorado. Connect with Joey LinkedIn Twitter Website Download 3 free chapters of Joey’s Book, Never Lose a Customer Again Related Content 360Connext® post, 3 Rules for Investing in Good Relationships with Customers Customers That Stick® post, 3 Examples of How to Easily WOW Customers Episode 263: Merit Gest, Sales Engagement Episode 286: Anthony Iannarino, Commitments Are for Closers We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Start creating a successful CX strategy Are you ready to build a customer experience strategy on a solid foundation for the long term? We’re shattering the top 5 CX strategy myths in our latest evergreen webinar. You will learn: How to avoid the 5 so-called “Customer Experience Strategies” that aren’t strategies at all What drives a winning customer experience strategy and examples of companies that “get it” How to create a foundation for a customer experience strategy that works for the long term Join Jeannie at a time that works for you for some serious mythbusting and a head start on creating a customer experience strategy that works!  Sign Me Up!     Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices