Podcasts about chief experience composer

QFF: Quick Fire Friday – Your 20-Minute Growth Powerhouse!   Welcome to Quick Fire Friday, the Grow A Small Business podcast series that is designed to deliver simple, focused and actionable insights and key takeaways in less than 20 minutes a week.   Every Friday, we bring you business owners and experts who share their top strategies for growing yourself, your team and your small business. Get ready for a dose of inspiration, one action you can implement and quotable quotes that will stick with you long after the episode ends!   In this episode of Quick Fire Friday host Michael Denehey interviews Joey Coleman, Chief Experience Composer at Design Symphony, shares his insights on turning customer experiences into long-term business success. He dives into strategies for reducing buyer's remorse and increasing customer retention. Joey emphasizes the importance of creating memorable first impressions and cultivating loyal relationships. He also highlights how businesses can leverage referrals as a powerful growth tool. With his expertise in customer experience, Joey provides actionable tips for any business looking to stand out in a competitive market. Joey Coleman gives insights from his book “Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days By Joey Coleman”, revealing powerful strategies to turn new customers into passionate, lifelong advocates. He shares actionable insights on creating unforgettable experiences that reduce churn and build lasting loyalty.   Key Takeaways for Small Business Owners: Focus on The First 100 Days®: Joey emphasizes the importance of the initial 100 days of a customer's journey. By making this time memorable, businesses can establish long-term loyalty and prevent customer churn.   Craft Personalized Experiences: Personalization is key to making customers feel valued. Tailoring experiences based on their preferences and feedback strengthens the emotional connection to your brand.   Proactive Customer Communication: Joey stresses that proactively reaching out and anticipating customer needs can help prevent problems before they arise, improving the overall experience. Our hero crafts outstanding reviews following the experience of listening to our special guests. Are you the one we've been waiting for?   Turn Problems into Opportunities: Mistakes and challenges are inevitable, but how you handle them is critical. Addressing customer issues quickly and thoughtfully can increase trust and loyalty.   Delivering Consistency in Service: Consistency across all interactions is crucial. Customers need to know they will receive the same high-quality experience each time they engage with your brand.   Create a Customer-Centric Culture: Ensuring that your entire team is committed to delivering exceptional experiences will foster an environment where customer success is the priority, not just customer satisfaction.   One action small business owners can take: One small action Joey Coleman suggests for business owners is to create a simple, personalized welcome experience for new customers. This could be as easy as sending a thoughtful thank-you note or a personalized email after the first purchase. It's a small gesture that can go a long way in building a lasting relationship and making customers feel valued from the start. Do you have 2 minutes every Friday? Sign up to the Weekly Leadership Email. It's free and we can help you to maximise your time. Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.

In this Greatest Hits episode, Lauren welcomes customer experience expert Joey Coleman to the podcast. Joey is the Chief Experience Composer for Design Symphony, a customer experience consultancy that helps companies create memorable and lasting experiences for their customers. In this episode, Lauren and Joey cover everything from pattern recognition in customer experience and how to turn your customers into advocates for your brand, to the eight phases of customer experience and why Taylor Swift might be the most brilliant marketer of our generation.

In less than 20 minutes a week, we'll introduce you to an expert or business owner with deep experience in what they do. Grow you, grow your team, grow a small business. In this episode of the Grow Small Business podcast, host Michael Denehey interviews Joey Coleman, Chief Experience Composer at Design Symphony. Joey explores the critical first 100 days of the employee experience, detailing the eight key phases and offering actionable strategies for enhancing retention and engagement. He also introduces a thoughtful approach for expressing gratitude to current team members. Additionally, Joey Coleman discusses his new book, "Never Lose an Employee Again: The Simple Path to Remarkable Retention," published on June 27, 2023, provides a thorough guide for businesses aiming to enhance employee retention and engagement. It presents a structured approach that covers the entire employee experience, from recruitment to long-term involvement. Coleman, an authority on employee experience, shares practical strategies for each stage of the employee journey, ensuring employees feel appreciated and connected from their first day. Key Takeaways for Small Business Owners: Focus on the First 100 Days: Pay close attention to the employee's experience in the first 100 days. This period is critical for setting the tone and ensuring long-term engagement.   The Eight Phases of Employee Experience: Break down the employee experience into eight phases: assess, accept, affirm, activate, acclimate, accomplish, adopt, and advocate. Each phase is crucial for different aspects of employee engagement and retention.   Assessment Phase: During the assessment phase, prospective employees are evaluating whether they want to join your team. Make sure your website and job listings showcase your company culture and values. Our hero crafts outstanding reviews following the experience of listening to our special guests. Are you the one we've been waiting for? Onboarding is Key: Spend more than just a few days on onboarding. Slow down the process and invest time in teaching new hires the ropes. This initial investment can lead to long-term engagement and productivity.   Invest in Training for Managers: Many managers are promoted for their technical skills, not their people management skills. Invest in training for managers, especially in remote management, to ensure they can effectively lead and retain team members.   Appreciate Your Team: Show appreciation to your current team members. Consider sending personalized video messages highlighting their contributions and value to the team. This simple gesture can have a significant impact on morale and retention. One action small business owners can take:   One action small business owners can take, as suggested by Joey Coleman, is to send personalized video messages to their team members, highlighting their contributions and expressing appreciation for their work. This simple gesture can have a significant impact on employee morale and retention.   Do you have 2 minutes every Friday? Sign up to the Weekly Leadership Email. It's free and we can help you to maximise your time. Enjoyed the podcast? Please leave a review on iTunes or your preferred platform. Your feedback helps more small business owners discover our podcast and embark on their business growth journey.

On this episode, Joey Coleman, Chief Experience Composer at Design Symphony, dissects the connection between employee experience (EX) and customer experience (CX). Joey highlights the importance of understanding the emotional journey of both customers and employees and how it impacts their experience. Plus, he emphasizes the need for organizations to prioritize both EX and CX and create a culture where everyone is responsible for creating a great human experience. Key Takeaways:The emotional journey of both customers and employees is crucial in shaping their experience.Organizations should prioritize both employee experience (EX) and customer experience (CX) to improve retention and profitability.Building personal relationships in the workplace is essential for creating a positive employee experience.Leaders should provide training on managing remote teams and invest in bringing employees together for in-person interactions. In-person interactions are crucial for building personal bonds and strengthening emotional connections within teams and with customers.The first 100 days of a customer's journey are critical for fostering long-term loyalty.Investing in customer experience has a significant impact on profitability and revenue.Empowering employees to create great experiences is essential for delivering exceptional customer service.Mistakes can be turned into marketing opportunities by responding in a remarkable way.–How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more. Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.

Joey Coleman is the founder and Chief Experience Composer of Design Symphony – a customer and employee experience branding firm that assists corporations, non-profits, and small businesses in creating breathtaking interactions for the people they serve. He is also an award-winning speaker at both national and international conferences and is the author of the Wall Street Journal bestseller “Never Lose a Customer Again” and the recently released “Never Lose an Employee Again.” In this episode, we talked about employee retention & appreciation, customer experiences, engagement strategies…

Joey Coleman, Chief Experience Composer of Design Symphony and author of Never Lose and Employee Again: The Simple Path to Remarkable Retention, shares how to use business storytelling to attract and keep the top talent you seek. Improve your storytelling immediately with my The ABTs of Agile Communications™ quick online course to learn the agile narrative framework that all influential business communication is built.  Grab your copy of The Narrative Gym for Business, a short guide on crafting ABTs for all of your communications. Read Brand Bewitchery: How to Wield the Story Cycle System™ to Craft Spellbinding Stories for Your Brand.  #StoryOn! ≈Park

In this episode of The Lazy CEO Podcast, host Jim Schleckser welcomes Joey Coleman, Chief Experience Composer of Design Symphony, as his guest. Joey is a renowned speaker and influencer in the areas of customer and employee experience. They discuss Joey's first book, "Never Lose a Customer Again," which emphasizes the importance of paying attention to customers after they become clients. He explains that 20 to 70% of new customers may leave before their 100-day anniversary, highlighting the need for a strong customer experience. Joey then introduces his latest book, focusing on employee experience. He believes that a great customer experience is only possible with a great employee experience, as employees are the ones delivering the service. The conversation delves into the challenges of employee disengagement, which Gallup's recent research reveals to be as high as 77%. The key focus of the discussion is on the first 100 days of an employee's journey in an organization. Joey emphasizes the importance of creating a positive and engaging experience during this period to improve retention rates. He outlines an eight-phase employee journey framework, starting with the "Assess" phase, where prospective employees decide whether to join an organization and the organization determines the fit. The subsequent "Accept" phase involves extending the job offer in a way that makes candidates feel excited about their future with the company. The conversation touches on the critical "Affirm" phase, addressing new hires' remorse and the doubts that can arise after accepting a job offer. Joey stresses the need for continuous communication and support during this stage to alleviate any uncertainty and make the employees feel valued. The remaining phases of the employee journey involve "Activate" (onboarding), "Adapt" (helping employees acclimate to the culture), "Accomplish" (setting employees up for success), "Advocate" (encouraging them to become advocates for the company), and finally, "Ambassador" (creating raving fan employees who spread positive word-of-mouth). Joey highlights that employee experience should be an ongoing focus, with leaders continuously striving to improve and engage their workforce. They discuss the importance of aligning employee and customer experiences and how embracing the true nature of the modern workforce, which is often temporary or short-term, can lead to better hiring decisions and stronger employee commitment. The episode concludes with insights into how emotions play a crucial role in interactions with customers, employees, and all relationships in general. They agree that prioritizing personal and emotional connection in all interactions is key to building successful and meaningful relationships.

Joey Coleman is the founder and Chief Experience Composer of Design Symphony – a customer experience branding firm and also the author of Wall Street Journal bestseller, Never Lose a Customer Again. Joey has a new book that very appropriate for our current times where we've had a Great Resignation and people are demanding better leaders and better work experiences, Never Lose an Employee Again: The Simple Path to Remarkable Retention. Whether you are an owner looking to hire your first few employees, an organization hoping to redefine an industry, or an enterprise that needs to keep growing on a global scale, on this podcast, Joey will reshape the way you think about recruiting, hiring, onboarding, and retaining quality team members.

This time on Retain, Lauren welcomes customer experience expert Joey Coleman to the podcast. Joey is the Chief Experience Composer for Design Symphony, a customer experience consultancy that helps companies create memorable and lasting experiences for their customers. In this episode, Lauren and Joey cover everything from pattern recognition in customer experience and how to turn your customers into advocates for your brand, to the eight phases of customer experience and why Taylor Swift might be the most brilliant marketer of our generation.

Episode 4.19: Hiring is tough – in the current climate, that's a given. And while there are strategies upon strategies on how to win this “war for talent”, not nearly enough is said on the absolute best way to win that war: which is simply to avoid job vacancies in the first place. Every employee you retain is a new hire you won't have to find – not to mention onboard, train and socially integrate into your team. Joining us today to help us better understand this challenge is Joey Coleman, the Founder and Chief Experience Composer for Design Symphony, perhaps best known for his Wall Street Journal Bestseller Never Lose a Customer Again. His latest book, Never Lose An Employee Again: The Simple Path to Remarkable Retention will be released later this summer. Here, he explains: The importance of retention, with regard to customers and employees; How loyalty interacts with retention - and what organizations commonly get wrong about loyalty; The eight phases of the journey to improve employee retention; and What you can do right now to improve employee retention in your own workplace!         If you prefer to read along while you listen, we've done all the hard work for you! We listened back to this episode and took notes below, and access is free!   Why Study Customer and Employee Retention? Retention is a prominent theme in Mr. Coleman's writing because of a human being's biological imperative of being predisposed towards “the chase, not the catch and retain.” Retention is also important to Mr. Coleman because he believes businesses focus too much on marketing and sales. His first book, Never Lose A Customer Again, provides a framework and methodology for enhancing customer retention for companies. Its cover uses the symbolism of a balloon, to illustrate a lack of retention in an organization. If customers aren't retained, they usually don't storm in and fire the business aggressively. It's instead like a balloon – a slow, quiet drift away. The same goes for employees, despite often having more notice. Employers can still be surprised or caught off-guard by an employee giving two weeks with (seemingly) no cues or signs. Examining retention allows individuals to think strategically, systematically, and intentionally about keeping customers and employees. UNLOCK THE FULL EPISODE COMPANION GUIDE Get all the notes, links, tips, tricks and most important content from this episode - for free! Show me! By signing up you agree to our terms How Loyalty Interacts With Employee Retention Loyalty and retention work hand in hand. Loyalty is the aspirational goal of retention. The organization will likely retain employees who feel loyal to the organization. What organizations get wrong about loyalty is that there is an expectation that it should be given instantly. There is no other situation or environment where individuals expect this to be the case. Mr. Coleman gives an example of a bad first date due to assumptions about loyalty. “We're sitting at the first date, and the waiter or waitress comes over to take our order. And before they've even taken our order, we're asking the other person, ‘so when do I get to meet your parents? I'm thinking this is going really well.' We wouldn't do that in our dating lives. And yet, when we bring on a new customer, or we bring on a new employee, our perspective is, ‘well, now they're in, right? They're going to stay unless something goes wrong.'” Understanding Never Lose An Employee Again Writing on Never Lose An Employee Again: The Simple Path to Remarkable Retention began before the pandemic. When the COVID-19 pandemic disrupted many lives in the United States, he asked his publisher to pump the brakes on writing his book. While Mr. Coleman wasn't afraid it would change the frameworks he built in his book, he knew it would likely change employee expectations of office c...

Enhancing Experiences: Key to Customer and Employee Retention Many entrepreneurs focus on books, frameworks, and methodologies when scaling a business. However, the delivery of experience is often overlooked, even though it can significantly impact customer and employee retention. In this episode of We Are Podcast, Joey Coleman, the Chief Experience Composer at Design Symphony and author of the #2 Wall Street Journal Bestseller 'Never Lose A Customer Again,' shares his insights on how to keep your customers and employees while scaling your business through his unique frameworks and methodologies. Joey Coleman emphasizes the importance of enhancing experiences for both customers and employees. He shares his expertise in helping companies keep their customers and employees happy by making conscious and intentional decisions. Coleman also discusses the foundation of business partnership and how doing a podcast can solidify your thinking. Additionally, the episode addresses the logic of tight emotional bands of business owners. Key takeaways: Experience is the most powerful motivator in the human condition. Making conscious and intentional decisions is crucial in enhancing experiences. Enhancing employee experience is just as important as enhancing customer experience. Doing a podcast can help solidify your thinking and enhance your partnerships. Tight emotional bands of business owners can sometimes hinder logical decision-making. All this and more, on this week's episode of We Are Podcast. Don't miss out on next week's episode of the We Are Podcast. We'll be delving into the keys to success, motivation, and mastering oneself with special guest Amira Alvarez. Discover valuable insights on motivating yourself to achieve your goals and much more. So, don't forget to subscribe to the show to get that episode as soon it gets released. Until then, much love. Links: https://joeycoleman.com/

Many companies spend so much time and money bringing in new customers, but overlook how quickly they're losing them. And the reason? They've lost the human touch in favor of automation. I speak with Joey Coleman, Chief Experience Composer at Design Symphony, about retaining your customers and where businesses go wrong. Join us as we discuss: - The inspiration behind Joey's first book - Taking a human to human approach to growth - The difference between customer experience & customer service - How to never lose a customer again - The next best step for the audience Check out these resources mentioned during the episode: - Never Lose a Customer Again by Joey Coleman - Joeycoleman.com - Experiencethisshow.com You can find this interview and many more by subscribing to Banking on Digital Growth onApple Podcasts , onSpotify , orhere. Listening on a desktop & can't see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Chief Experience Composer and Best-Selling Author Joey Coleman joins David to talk about how to “Never Lose a Customer Again.”  In this episode, Joey breaks down the 8 phases of the customer and employee experience from his book: Assess, Admit, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate.  Organizations often focus on a couple, but paying attention to all eight sequentially leads to retention, additional sales and referrals.  Show Notes4:01    Get Straight As from Your Customers - the 8 Phases11:50   Applying the 8 Phases to Different Customer Journeys14:23   Fostering the Experience for the First Time Customer18:41   Use Your CRM Tools to Tailor Your Communication22:53   Investigate, Observe and Ask 27:30   Peel Back the Curtain and Share Survey Data33:11   Ignite Relationships with Current Customers38:23   Get Straight As from Your Employees48:32   Joey's Savannah Bananas Experience----For more insights from Joey, check out:JoeyColeman.comNever Lose a Customer AgainListen to Joey's podcast with fellow FTS guest Dan Gingiss - Experience This!Connect with Joey on LinkedIn | Twitter Bonus: Notre Dame and National Signing Day 2021Learn more about the Savannah Bananas' experience from owner Jesse Cole:Ep. 14 - Fans First Ep. 44 - A Culture of Experimentation and Innovation 

Marc Bernstein and Joey Coleman discuss acquisition Vs. retention, the harmony of a contact center, and human to human interaction in a contact center. Joey Coleman is the author of "Never Lose A Customer Again" and Chief Experience Composer at Design Symphony. --- Send in a voice message: https://anchor.fm/marcbernstein/message

Joey Coleman is the founder and “Chief Experience Composer” of Design Symphony, a customer experience branding firm, a renowned speaker, and the author of the best-selling book “Never Lose A Customer Again.” Joey has over 20 years of experience and a lot of hands-on knowledge due to an insane career path —his words. On today's Now to Next episode, Joey shares his insights on his “First 100 Days® Methodology” in regards to keeping customers, the 8 phases of the customer experience, the eclectic career path that led to where he is today...and even some tips on the best time of day to use a four-wheeler to tow your brother (who is, of course, attached to a hang glider). This is one you won't want to miss. Timestamps:2:22: Joey discusses his background 8:52: Creativity In Business 13:23: Joey's "Creativity In Business" course 19:30: Customer acquisition vs. customer retention 22:39: Joey's method, "The First 100 Days" 25:33: Why all business exchanges are, at their core, "Human to Human" 30:27: Customer experience vs. customer service 33:20: 8 Phases of the Customer Experience 33:45: Phase 1 - Assess 45:37: Phase 2 - Admit 46:50: Phase 3 - Affirm 50:51: Phase 4 - Activate 53:24: Phase 5 - Acclimate 54:40: Phase 6 - Accomplish 55:29: Phase 7 - Adopt 55:40: Phase 8 - Advocate Resources:https://www.joeycoleman.com (joeycoleman.com) https://www.amazon.com/Never-Lose-Customer-Again-Lifelong-ebook/dp/B074LT3LT5 (Never Lose A Customer Again) https://twitter.com/thejoeycoleman?lang=en (Joey On Twitter) Connect With Nick Nanton:http://www.nicknanton.com/ (Website) https://www.facebook.com/Nicknanton (Facebook) http://twitter.com/nicknanton (Twitter) https://www.linkedin.com/in/nicknanton (LinkedIn) https://www.youtube.com/channel/UCWOvnpNMTX4pKVIi234pOTg (YouTube)

Do you ever wonder why customers who get sold on your sales pitch just leave after a few months? Most businesses focus their effort on attracting new customers and advancing their marketing strategies, but never really make an extra effort in taking care of the existing ones. At the end of the day, in whatever market you are building your business in, we still end up dealing with humans. And sometimes, entrepreneurs get side-tracked on the technical side of the trade that they often forget the human side of it. In today's podcast episode, we will learn about how to take care of our existing customers and how to better the customer experience with Joey Coleman. Today, he will give us incredible insight into customer retention and what it means to your business. Stop losing customers and start becoming a customer retention genius by listening to this episode now! What We Talked About in This Episode: The Three Different Speakers There's No Such Thing As B2B or B2C; There's Only H2H Falling Into The Trap of Corporate Speak The Challenge in Customer Handoffs Why Businesses Don't Focus on Customer Retention Changing a Company's Mindset on Customer Retention Silos are Incredible in a Farm But Horrible on a Business How to Get It Right in the First 100 Days Through 8 Phases The Six Tools for Customer Communication Humans Are Dying For Proof That They Matter Book Recommendation and Daily Rituals About Our Guest: Joey Coleman is the Chief Experience Composer at Design Symphony and author of the #2 Wall Street Journal Bestseller ‘Never Lose A Customer Again.' His excellent customer experience and retention strategies have helped big names in several industries such as Zappos and Whirlpool improve their retention rates. You can reach Joey Coleman through his website: https://joeycoleman.com/ Connect with John Murphy: YouTube https://www.youtube.com/channel/UCbrt7tIPwUhdKrG8BuX6_Rg Facebook https://www.facebook.com/JohnMurphyInternational LinkedIn https://www.linkedin.com/in/johnmurphyinternational/ Twitter https://twitter.com/jmicoaching Resource Links: John Murphy International Website (http://www.johnmurphyinternational.com/) A Life and A Living Podcast (http://www.johnmurphyinternational.com/category/podcast/) “10 Key Traits Of Top Business Leaders” (https://www.amazon.com/Key-Traits-Top-Business-Leaders/dp/151969822) Other Resources: Never Lose A Customer Again by Joey Coleman (https://www.amazon.com/Never-Lose-Customer-Again-Lifelong/dp/0735220034) The Art of Making Memories by Meik Wiking (https://www.amazon.com/Art-Making-Memories-Happiness-Institute/dp/0062943383) If you liked this episode, please don't forget to subscribe, tune in, and share this podcast. Thanks for tuning in!

Newer isn't always better. Take your flashy new car which is like 90% computer at this point. It's great...  Until it breaks down and you need to hire Bill Gates to fix it. Anyone with a little skill could maintain an old car and fix it when there was a problem.  Yet, in our pursuit of flashy new prospects, too many of us neglect to maintain our existing buyers, leaving them unhappy with their service and chasing them away. Joey Coleman says this is unnecessary and easy to avoid — and he should know, he literally wrote the book on the subject, Never Lose a Customer Again. He's also the Chief Experience Composer at Design Symphony, a customer experience branding firm. And he came on the #FlipMyFunnel Podcast to let us know how we can stop hemorrhaging customers.  Here's what we're unpacking today: Why VCs care about retention (and you should too) Why retention is just as important as acquisition The difference between customer experience and customer service Why retention is about performing for an audience 46 examples you can learn from This post is based on a podcast with Joey Coleman. If you'd like to listen to the full episode, you can check it out here and below. ----------- Join Sangram's "Becoming Intentional" newsletter for a 1 min read on how to lead professionally, grow personally, and live fully. Only available on LinkedIn.

Joey Coleman is the Chief Experience Composer at Design Symphony, a customer experience branding firm that specializes in creating unique, attention-grabbing customer experiences.

In our pursuit of conversion rates, we've often missed customer retention. Our thrill of the chase has left many of our prospects dissatisfied with their level of service once they become buyers. It's an unnecessary evil, says Joey Coleman. He came on our #FlipMyFunnel Podcast to share some mind-blowing thoughts on customer service and how to never lose another customer. You'll love this guy. He's the Chief Experience Composer (real title) at Design Symphony, which is a customer experience branding firm. He wrote a book called Never Lose a Customer Again, he speaks around the world, loves the mountains, oh, and here's something fascinating: He sang in front of the pope.   Trust us, this will be an experience.

In our pursuit of conversion rates, we've often missed customer retention. Our thrill of the chase has left many of our prospects disasatisfited with their level of service once they become buyers. It's an unnecessary evil, says Joey Coleman. He came on our #FlipMyFunnel Podcast to share some mind-blowing thoughts on customer service and how to never lose another customer. You'll love this guy. He's the Chief Experience Composer (real title) at Design Symphony, which is a customer experience branding firm. He wrote a book called Never Lose a Customer Again, he speaks around the world, loves the mountains, oh, and here's something fascinating: He sang in front of the pope. Trust us, this will be an experience.

Joey Coleman, our guest on this episode of Elevate with Robert Glazer, specializes in helping companies retain their customers with a unique and rewarding experience. Joey is the founder and Chief Experience Composer of Design Symphony and recently published his first book, Never Lose a Customer Again. His bestselling book explains how creating a good customer experience can generate an army of raving fans who will stay with you for years to come and spread the word about your company to other prospective customers. Show Notes How Joey came up with the name “Chief Experience Composer” for his title Where Joey’s idea for his First 100 Days program came from The realization Joey had that led him on a multi-year journey to look at customer retention and help companies improve their first 100 days with a customer Why the first 100 days are so critical to the long-term success of a company What customers are “dying for” from company reps they work with Something that Joey was expected to do while working in the White House that surprised him and stayed with him as a valuable customer relationship strategy A recent mistake that Joey’s made that he’s learned a lot from

Joey Coleman is the Chief Experience Composer at Design Symphony, a customer experience branding firm that specializes in creating unique, attention-grabbing customer experiences. Joey specializes in creating unique, attention-grabbing customer experiences During this episode, Joey will talk about what it really takes to deliver a world-class customer experience. He’ll discuss the pressure he’s felt to keep all clients including ways to recover from a bad customer experience. You’ll learn how relationships connect every aspect of your life and why you should seek fulfillment over anything. Expect to get personal with Joey by hearing what he’s most scared of and how he deals with stress.   Links: JoeyColeman.com Never Lose a Customer Again Book Experience This! Podcast Time Stamps: 00:51 - Losing customers in the first 100 days 06:59 - Traveling and working with your family 08:52 - “How are you making the next set of experiences more remarkable than the last one”? - Joey Coleman 10:37 - The pressure to keep all your clients 11:02 - Recovering from a bad customer experience 17:38 - “Relationships connects every aspect of our life” - Joey Coleman 23:12 - Finding fulfillment in your life 25:09 - Lightning round questions to get to know Joey 35:16 - What Joey is most scared of 37:09 - The power of sleep and dealing with stress 44:32 - What has surprised Ben from doing this podcast   Want more? Visit Fromwithinthepodcast.com  

Our guest on this episode of Outperform is Joey Coleman, founder and Chief Experience Composer of Design Symphony and author of, Never Lose a Customer Again. His bestselling book explains how to simply but intentionally create a customer experience that will generate an army of raving fans who will want to tell everyone about your company. Tune in to this episode to hear: Where Joey got the idea for his First 100 Days program  The realization Joey had that led him on a multi-year journey to look at customer retention and help companies improve their first 100 days with a customer Percentage of companies who will decide to stop doing business with you in the first 100 days Why the first 100 days are so critical to the long-term success of a company Why incentives to sales teams are misaligned with customer retention What customers are “dying for” from company reps they work with How Joey learned about Acceleration Partners and why he decided to feature our company in his book Notable things other companies are doing for clients within the first 100 days Something that Joey was expected to do while working in the White House that surprised him and stayed with him as a valuable customer relationship strategy How the best companies should commission their sales teams and account managers to encourage customer retention Hear more Outperform podcast episodes at http://www.accelerationpartners.com/resource-center/our-podcasts/.   

Joey Coleman, Chief Experience Composer at Design Symphony, joins the Social Pros Podcast to discuss ways to drastically improve customer retention through social media.   Special thanks to our sponsors: Salesforce Marketing Cloud (Magic Moments: How to Create Inspired Marketing to Amaze Your Customers: candc.dl/amazecustomers) Convince & Convert (Experience This! Show: experiencethisshow.com) Yext (The Everywhere Brand: http://offers.yext.com/everywherebrand)   In This Episode Why most businesses focus more on customer acquisition rather than retention Why modern customers are seemingly less loyal than in the past Why the human touch is so crucial How to use social to improve customer retention   Resources The Complete Guide to Social Media for B2B Marketers HYP3R Never Lose a Customer Again: Turn Any Sale Into Lifelong Loyalty in 100 Days   Visit SocialPros.com for more insights from your favorite social media marketers.  

The Learning Leader Show With Ryan Hawk Episode 251: Joey Coleman - How To Never Lose A Customer Again Joey Coleman is the Chief Experience Composer at Design Symphony - a customer experience branding firm that specializes in creating unique, attention-grabbing customer experiences. His clients include individual entrepreneurs, start-ups, small businesses, non-profits, government entities, and Fortune 500 companies. For over a decade he's worked with clients that include NASA, Network for Good, Hyatt Hotels, Zappos, the Save Darfur Coalition, and the World Bank. Joey is a recognized expert in customer experience design, an award-winning speaker at national and international conferences, and has taught business and creativity courses at both the college and graduate school level. Past appearances include presentations at the M.I.T. Sloan School of Management, Google, the Georgetown University School of Business, Stanford University, Zappos, YouTube.  Joey's first book is titled Never Lose A Customer Again: Turn Any Sale Into Lifelong Loyalty In 100 Days. Subscribe on iTunes  or Stitcher Radio The Learning Leader Show "The best way to say thank you to someone is to show love to the people they love." Show Notes: The 3 things a great keynote speaker does: Change how you think Change how you feel Change how you act The 60 second SPEED pitch from Joey (this is something Joey has never done before and it was incredible!) He speed talks what happens following a purchase you make and how you can secure a customer for life The stages: Assess, Admit, Affirm, Activate, Acclimate, Accomplish, Adopt, Advocate The importance of your messaging within the first 100 days Research and science back -- From Harvard, Bain, Stanford "People who get promoted most and fastest are those who positively impact the business." "People we like get promoted" Why write this book? -- Needed to work out all the kinks, document the 46 case studies and the people/companies who have implemented "the first 100 days" strategy Why do companies lose customers? Selling to human beings - people are skeptical and get buyers remorse Fear, uncertainty, and doubt The new business sales people are not aligned with the account managers More energy spent on getting new clients instead of taking care of the current ones "For a marriage, it requires a lot of work, continually building, communicating, growing." A client should be treated in the same manner Why are the first 100 days so important? Must be on-boarded properly If your customer gets to day 101, they will be with you for at least 5 years The Garrett Gunderson experience "When I showed up, he had a 6 pack of root beer for me and said, 'I wanted you to feel like you are home." -- A preview of what it would be like to be a customer of theirs The $35,000 golf ball -- Pebble Beach Pay attention Record small details that could help you later "When you talk, I listen" Strategic appreciation -- How to say thank you.  The use of gifts, presents, and pictures The best way to say thank you to Joey -- "Do amazing things for my wife and kids."  -- Delta did this for Joey and he is a customer for life As John Ruhlin would say, "The best way to say thank you to someone is to show love to the people they love." Don't send gifts for the holidays when everyone else does.  It's about timing "If you're going to host someone, welcome them at the door... Offer them a glass of water." "A great speaker can: change how you think, change how you feel, and change how you act." Social Media: Follow Joey on Twitter: @thejoeycoleman Read: Never Lose A Customer Again Connect with me on LinkedIn Join our Facebook Group: The Learning Leader Community To Follow Me on Twitter: @RyanHawk12

Joey Coleman, Chief Experience Composer for Design Symphony, joins the Social Pros Podcast to discuss his new Experience This! Show and why a positive customer experience is the ultimate game changer in a competitive market. Special thanks to our sponsors: Salesforce Marketing Cloud (Magic Moments: How to Create Inspired Marketing to Amaze Your Customers: candc.dl/amazecustomers) Convince & Convert (Experience This! Show: experiencethisshow.com) Yext (The Everywhere Brand: http://offers.yext.com/everywherebrand) In This Episode How a focus on sales and prospects has led to a decreased focus on customer retention and experience Why improving the customer experience doesn't mean a huge dollar investment in fancy tools or expensive trainings. How carefully integrated AI leads to happier customers and happier sales. Why a successful customer experience means embedding CX-minded staff at every level of your organization Resources Joey Coleman on Twitter: @thejoeycoleman Experience This! Show SpeakPipe Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days Visit SocialPros.com for more insights from your favorite social media marketers.

Joey Coleman (http://joeycoleman.com/about/) is the founder and Chief Experience Composer of Design Symphony – a customer experience branding firm that assists corporations, non-profits, small businesses, and associations in creating breath-taking interactions for their customers. In short, their team works to get all of the pieces of your business on the same sheet of music, playing in harmony – hence the name Design Symphony. Joey specializes in helping you to better understand your audience, determine what will get their attention, and develop strategies to wow them again and again – especially in the crucial, First 100 Days of the customer lifecycle. Company’s like Zappos and Hyatt Hotels call Joey when they need help! You guys will love Joey, here’s just a tiny sample of what we cover: • Want to know what it’s like to interview for a job w/ the CIA??? Joey tells us as he actually had “Top Secret” security clearance when he worked there under the Clinton administration • The do’s and don’ts of public speaking… Joey shares how he preps for his big speeches, what most audience members DON’T do that they should, and common mistakes Joey’s seen others make from stage • Then we get into The First 100 Days® which is Joey’s framework for “WOWING” your clients to such a level in their first 100 days that they’ll never leave! Great examples shared in our conversation, including a cool story involving how he personally pulled this off with Darren Hardy (with the help of his friend John Ruhlin) • Then it’s on to some rapid fire questions which include Joey’s most gifted books, the advice he’d give his younger self…and much more! • One last thing - Don’t miss the FREE TOOL found on the podcast page from Joey for all of our listeners, his "The First 100 Days Starter Kit" to help you implement this game changer into your own business!!! Check out the show notes at http://bradleyjohnson.com/joey-coleman-podcast

Episode 068: Joey Coleman – What Is Your Personal Brand? This is a special episode for me as I’ve been fortunate to get to know Joey over the last month and he’s become a great friend.  I had the distinct pleasure of attending a professional development workshop recently where Joey was the facilitator/speaker/lead engager.  It was the best 2 and a half day training event I have ever been to in my life.  And Joey is the best presenter I’ve ever seen.  This conversation was incredible and I really appreciate how honest, transparent, and truly helpful Joey is.  A huge thank you to Jayson Gaignard (from episode 001) for introducing me to Joey. Joey Coleman is the Chief Experience Composer at Design Symphony - a customer experience branding firm that specializes in creating unique, attention-grabbing customer experiences. His clients include individual entrepreneurs, start-ups, small businesses, non-profits, government entities, and Fortune 500 companies. For over a decade he's worked with clients that include NASA, Network for Good, Hyatt Hotels, Zappos, the Save Darfur Coalition, and the World Bank - not to mention dozens of regional and local organizations around the world. Episode 068: Joey Coleman – What Is Your Personal Brand? Subscribe on iTunes  or Stitcher Radio The Learning Leader Show “There is no better investment than an investment in yourself and your personal development.” Some Questions I Ask: What are the common characteristics of high achievers? How would you define “personal brand?” How can you improve your personal brand? Why is it important to leap outside your comfort zone? What made you invest over $100,000 for Tony Robbins Platinum Partners Group? What did the conversation sound like with your wife when you broached this topic? What is your morning routine? What does being a learning leader mean to you? In This Episode, You Will Learn: The importance of being full of gratitude mixed with a growth mindset, yet still being gentle on yourself How Tony Robbins and President Bill Clinton have achieved so much The importance of having an extremely high level of optimism Gaining life experiences and the importance of getting exposure to different cultures and people The 3 boxes we are all put into and how to manage it The mindset needed prior to giving a keynote to thousands of people The power and the importance on having a true partner as your spouse who supports you 100% Viewing life with the eyes of a child… Being curious.  How that can help us all “We are the sum of our life experiences.” Continue Learning: Go To Joey’s website: com Joey’s company website: com Watch Joey’s award winning speech from Mastermind Talks: Joey Coleman - Mastermind Talks You may also like these episodes: Episode 001: How To Become A Master Connector With Jayson Gaignard From MasterMind Talks Episode 034: Jimmy Hatch – Shot While Searching For Bowe Bergdahl And Sky Diving With Gabby Giffords Episode 004: How Todd Wagner (and Mark Cuban) Sold Broadcast.com To Yahoo! For $5.7 Billion Episode 010: Shane Snow – How To Accelerate Success Using Smart Cuts Did you enjoy the podcast? This was a jam packed episode full of great content.  Joey Coleman is leader who is constantly learning in order to help us all live a better life. Who do you know that needs to hear this?  Send them to The Learning Leader Show! Episode edited by the great J Scott Donnell   Bio From CreativeLive.com    Joey Coleman is the Chief Experience Composer at Design Symphony - a customer experience branding firm that specializes in creating unique, attention-grabbing customer experiences. His clients include individual entrepreneurs, start-ups, small businesses, non-profits, government entities, and Fortune 500 companies. For over a decade he's worked with clients that include NASA, Network for Good, Hyatt Hotels, Zappos, the Save Darfur Coalition, and the World Bank - not to mention dozens of regional and local organizations around the world. Joey is a recognized expert in customer experience design, an award-winning speaker at national and international conferences, and has taught business and creativity courses at both the college and graduate school level. Past appearances include presentations at the M.I.T. Sloan School of Management, Google, the Georgetown University School of Business, Stanford University, Zappos, YouTube, and numerous undergraduate, Private Corporation, and non-profit events. Prior to founding Design Symphony, Joey held positions with the Corporate Executive Board (NASDAQ: EXBD), the White House (Office of Counsel to the President during the Clinton Administration), the United States Secret Service, and the Central Intelligence Agency. He holds degrees from the University of Notre Dame and the George Washington University Law School. An avid reader and experiencer of life, when not traveling the world (44 countries and counting) for speaking and consulting engagements, he enjoys time at home with his family in the mountains of Colorado.

Joey Coleman is the Chief Experience Composer at Design Symphony - a customer experience branding firm that specializes in creating unique, attention-grabbing customer experiences.   His clients include individual entrepreneurs, start-ups, small businesses, non-profits, government entities, and Fortune 500 companies.   For over a decade he's worked with clients that include NASA, Network for Good, Hyatt Hotels, Zappos, the Save Darfur Coalition, and the World Bank - not to mention dozens of regional and local organizations around the world.   Read the entire show notes, key takeaways and find business-boosting resources at www.aesnation.com/37