Podcasts about customer again turn any sale

As we celebrate five years of The Game Changing Attorney Podcast, this Business Titans edition honors the visionary leaders who've built powerhouse brands, navigated high-stakes decisions, and proven that excellence, adaptability, and bold thinking aren't just values — they're strategies. In this episode, we spotlight the builders: entrepreneurs and executives who scaled with purpose, led through adversity, and never settled for average. From world-class customer service and employee empowerment to the raw realities of risk, reinvention, and rapid growth, their insights are a masterclass in what it takes to lead at the highest level. This episode features: Horst Schulze: On why excellence is a non-negotiable standard, and how empowering employees drives loyalty and brand equity. Marcus Lemonis: On the power of owning your mistakes, building on people-process-product, and leading with transparency. Alex Hormozi: On why pain is a more powerful motivator than passion — and how humility and long-term thinking shape real success. Joey Coleman: On transforming employees into advocates by designing every phase of their journey with intention and care. Kara Goldin: On recovering from failure, staying scrappy, and building a brand by staying relentlessly curious and open to reinvention. If you're building a business that aims to stand the test of time, this episode is packed with hard-earned wisdom, leadership strategy, and the relentless mindset it takes to succeed. ---- Show Notes: 00:00 – Introduction: Celebrating 5 Years with Visionary Business Titans 02:17 – Horst Schulze: Why Excellence Is a Decision (Not a Perk) 05:50 – The $2,000 Rule: Empowering Employees to Create Loyalty 11:08 – Marcus Lemonis: The 3 P's of Business (People, Process, Product) 17:30 – Why Accountability & Mistake Ownership Drive Sustainable Growth 23:31 – Alex Hormozi: Using Pain as Fuel & Reframing Entrepreneurial Mindset 31:47 – Time as a Founder's Most Valuable Asset 40:01 – Joey Coleman: Creating Remarkable Employee Experiences 48:46 – Kara Goldin: Navigating Setbacks, Brand Building & Thinking Differently ---- Links & Resources: Horst Schulze Marcus Lemonis Alex Hormozi $100M Offers: How To Make Offers So Good People Feel Stupid Saying No $100M Leads: How to Get Strangers To Want To Buy Your Stuff Joey Coleman Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days Never Lose an Employee Again: The Simple Path to Remarkable Retention Kara Goldin Undaunted: Overcoming Doubts and Doubters ---- Do you love this podcast and want to see more game changing content? Subscribe to our YouTube channel. ---- Past guests on The Game Changing Attorney Podcast include David Goggins, John Morgan, Alex Hormozi, Randi McGinn, Kim Scott, Chris Voss, Kevin O'Leary, Laura Wasser, John Maxwell, Mark Lanier, Robert Greene, and many more. ---- If you enjoyed this episode, you may also like: 358. Your Competitors Don't Want You to Know These Game Changing Marketing Strategies 356. Warning: These Industry Titans' Insights Might Change How You Run Your Firm 360.  The Hidden Formula for Unstoppable Motivation and Achievement

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.

Each week I recap the implementable ideas from this week's full-length podcast.  Consider me the accountability partner you didn't ask for, but always needed!Here are the Action Items to Tuesday's podcast: How to Design an On-Boarding Process to Increase the Life of Your Client Relationships--------------------------------------------------Links from Today's EpisodeNever Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman - Here!Download the Family Tree Template HereEnroll in The Perfect RIA Masterclass HereConnect with Libby on LinkedIn Here!Get on the Systems to Scale Group Coaching Waitlist HereSuccessful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.Check out more FREE resources and our FREE video library at http://www.theefficientadvisor.comLooking for all the resources from this episode? Check out this episode's webpage for show notes, transcripts, downloads and more!

You've heard it before…you only get ONE chance to make a good first impression. And research shows that your new client's experience in the first 100 days determines the longevity of their relationship with you!Long story short---your On-Boarding Process is CRITICAL.What you do during this time frame really really really matters. You need to demonstrate your professionalism, your organization, your commitment to customer service, and set the tone for how they will engage with you and your team.This sets the stage for what it will be like to work with your practice. Get this right…and you'll have happy clients that turn into referral-generating machines.In today's episode, we're doing a deep dive into:Why the first 100 days matter mostWhat is an on-boarding processHow to systematize and delegate parts of this processHow to lay down the law of working with you (kindly)How to surprise & delight your clients on any budgetWhy every advisor isn't doing thisThe onboarding process we used in my practice--------------------------------------------------Links from Today's EpisodeNever Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman - Here!Make More with Matt HeslinExplore strategies to thrive financially, build legacy, and enhance life experiences.Listen on: Apple Podcasts SpotifyDownload the Family Tree Template HereEnroll in The Perfect RIA Masterclass HereConnect with Libby on LinkedIn Here!Get on the Systems to Scale Group Coaching Waitlist HereSuccessful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.Check out more FREE resources and our FREE video library at http://www.theefficientadvisor.comLooking for all the resources from this episode? Check out this episode's webpage for show notes, transcripts, downloads and more!

“I don't get on the airplane—and definitely not the stage—unless all invoices are paid in full.” When my friend and fellow keynote speaker Joey Coleman said this to me over coffee, I started drilling him for details: Really?! How do you have the nerve to say that to a speaking client?! How do you avoid caving in to make sure their event doesn't fall apart if they haven't paid in time? What about clients who work for highly bureaucratic companies that insist on their “standard” net-120 terms? In this illuminating conversation, Joey shares his best practices for getting paid on time—every time by setting, stating, and upholding better boundaries (and contracts) with clients. More About Joey: As an award-winning speaker for over twenty years, Joey Coleman works with organizations around the world ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits.

In this episode, host Gayla Scrivener had the pleasure of speaking with Macy Robison, the Director of Certified Guides for StoryBrand. Macy Robison is responsible for equipping hundreds of StoryBrand marketing guides and agencies worldwide with the necessary tools and training to build their dream businesses. With a master's degree in education, over 5 years of experience as a StoryBrand marketing guide, and more than 20 years as a teacher and branding coach, Macy has assisted numerous clients in creating marketing collateral that tells a story and converts customers. As a marketing and personal brand strategist, she has played a key role in helping clients launch New York Times best-selling books, reach millions of followers on social media and email lists, and produce podcasts with a combined 4.5 million downloads. During the conversation, Macy shared her insights and experiences in helping marketing guides and agencies build successful businesses using the StoryBrand framework. Here are the highlights: Macy discusses the importance of the StoryBrand framework in creating compelling marketing messages for businesses. She emphasizes the significance of nurturing existing customers and cultivating long-term relationships to boost sales and generate repeat business. Macy shares her thoughts on lead generation and the value of providing valuable content that addresses potential customers' problems. She explains the process of becoming a StoryBrand guide, which includes training, onboarding, and ongoing support from the program. Macy highlights the collaborative and supportive nature of the StoryBrand community, where guides receive guidance and advice from experienced professionals. To learn more about the StoryBrand certification program and access additional resources, visit storybrand.com. Continue the conversation. Join the Live Full Work Fun Facebook group and share your biggest takeaway from this episode. Additional Resources: StoryBrand Marketing Livestream | Affiliate Link Small Business Flight School | Affiliate Link Building a StoryBrand: Clarify Your Message So Customers Will Listen | Donald Miller $100M Leads: How to Get Strangers To Want To Buy Your Stuff | Alex Hormozi Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days | Joey Coleman Connect with Macy Robison: Instagram: https://www.instagram.com/macyrobison LinkedIn: https://www.linkedin.com/in/macyrobison/ Connect with Gayla: Website: https://www.gaylascrivener.com/ LinkedIn: https://www.linkedin.com/in/gaylascrivener/ Facebook: https://www.facebook.com/GaylaScrivenerWorkFromAnywhere/ Instagram: https://www.instagram.com/gscrivener/ This episode is brought to you by Scrivener Social. The easy-to-use social scheduling platform built for the busy solopreneur. Go to ScrivenerSocial.com and schedule a demo today!

If you find it difficult to retain top talent, you're not alone. Studies show that somewhere between 20% and 60% of new hires quit in the first 100 days!That's why I'm excited to speak with Joey Coleman. When organizations like Whirlpool, NASA, Volkswagen, and Zappos need to boost employee satisfaction, Joey's the guy they turn to. He's the author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days, and the recently released Never Lose an Employee Again: The Simple Path to Remarkable Retention. In this episode, Joey's going to teach you his proven framework for recruiting an all-star team, successfully onboarding them, and keeping them engaged while producing remarkable results for your business for years to come. 3 of the biggest insights from Joey Coleman… Replacing an existing team member can cost an employer 100%-300% of that person's salary. Joey shares ideas for fostering an environment that team members want to return to from day 1. The 8 phases of the team member journey and how each one can help improve employee retention, performance and satisfaction. Data from Glassdoor shows that companies with a strong onboarding program see an 82% increase in productivity and a 70% increase in retention. Hear tips for making onboarding an effective experience — not just a process.JOIN THE DBDL INSIDER CREWTo become a DBDL Insider and get VIP access to free resources and exclusive content, text "DBDL" to 785-800-3235. *Message and data rates may apply. Reply STOP at any time to opt-out of receiving text messages.SHOW NOTEShttps://bradleyjohnson.com/27FOLLOW BRAD JOHNSON ON SOCIALTwitterInstagramLinkedInFOLLOW DBDL ON SOCIAL:YouTube - Full InterviewsYouTube - Clips from the ShowTwitterInstagramLinkedInFacebookDISCLOSURE These conversations are intended to provide financial advisors with ideas, strategies, concepts and tools that could be incorporated into the advisory practice, advisors are responsible for ensuring implementation of anything discussed is in accordance with any and all regulatory and compliance responsibilities and obligations.

Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he shares his first 100 Days® methodology for improving customer and employee retention with organizations around the world, for example, Whirlpool, Volkswagen Australia and Zappos.   His Wall Street Journal #2 best-selling book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days, shows how to turn any sale into a lifelong customer. And his upcoming book, Never Lose an Employee Again: The Simple Path to Remarkable Rention, details a framework companies around the world can use to reduce turnover and increase employee engagement.   Questions •  Could you tell us a little bit about that book – (Never Lose a Customer Again)? And then we can go into the new one that you recently launched. •  And your book (Never Lose an Employee Again) focuses on the phases that you should use to try and retain these employees. And those phases are Assess, Accept, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate. So, can you just give us maybe a brief summary on each of those and why it's relevant?  •  Could you share with us what are some of your favourite things you've seen brands do to create the kind of culture that you're talking about where employees are advocates? •  What is the one online resource, tool, website or app that you absolutely cannot live without in your business? •  Can you also share with us maybe one or two books that you have read, could be books that you read like a long time ago, or even ones that you've read recently, but they have had a great impact on you. •  Now can you also share with us what's the one thing that's going on in your life right now that you're really excited about? Either something you're working on to develop yourself or your people. •  Where can listeners find you online? •  Now, Joey, before we wrap our episodes up, we always like to ask our guests, do you have a quote or saying that during times of adversity or challenge, you will tend to revert to this quote if for any reason you got derailed or demotivated, it kind of helps to get you back on track.   Highlights   About Joey's Books – Never Lose a Customer Again & Never Lose an Employee Again  Me: So, let's start off with a little bit about your first book, Never Lose a Customer Again, for those of our listeners that may have just recently started listening to our podcasts and unfortunately weren't able to tap into that awesome episode. Could you tell us a little bit about that book? And then we can go into the new one that you recently launched.   Joey shared that so about 5 years ago, he wrote a book called Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. And the premise of this book is that we spend so much time trying to find new customers that we forget to pay attention to the customers that we've already acquired, people who have already raised their hand and said, “I want to do business with you.” The premise of that book is based on some staggering research that they both did, and came across that showed that somewhere between 20% and 70% of new customers will decide to stop doing business with you before the 100 day anniversary of becoming a customer.  So, as quickly as you're bringing customers in the front door, they're running out the back door. And the book outlines a framework that's based on 20 plus years of his experience as a consultant and speaker and agency owner. And it outlines a framework for how do we navigate our customer through eight phases of a journey, where we're creating the kind of remarkable experiences that will keep them coming back for more.    Me: Alright, so before we actually started the official recording, you and I were kind of having an informal discussion as it relates to employee experience and your new book, Never Lose an Employee Again: The Simple Path to Remarkable Rention, really focuses on what are some strategies, what are some tools, you've provided us with a great framework as to how it is that organizations can keep talent that is really impactful to the organization and they won't leave, because at the end of the day, the employees grow, the company grows. So, can you tell us a little bit about this book? And then I have some more specific questions I want to ask you based on my own reading as well.   Joey shared that he often thinks of customer experience and employee experience as being two sides of the same coin. We can't expect to have a remarkable experience for our customers if our employees aren't delivering that remarkable experience.  And the way our employees deliver remarkable experience is they have a context for what that is and they have a framework for how to continue to deliver that to the people they serve. Interestingly enough, when he set out to write this book, he had that first 100 days research from his first book in mind, and when he went and looked at the parallels in the world of employee experience, he found that they were shockingly similar, that same significant percentage of people who leave as a new customer in the first 100 days was mirrored in the world of employees who start a new job, and then quit that job before the 100 day anniversary.  In fact, depending on which research you looked at, it was again somewhere between 20% and 70%. And these numbers he found to be absolutely staggering. He thinks many organizations have felt the pain of an employee leaving, but very few organizations are paying attention to the speed at which employees are leaving, and the myriad reasons why employees are leaving so that we can hopefully develop frameworks and structures and philosophies and methodologies that will keep our employees engaged and retained for the long term.    Never Lose an Employee Again – Phases You Should Use to Try and Retain Employees Me: Yes, and your book (Never Lose an Employee Again) focuses on the phases that you should use to try and retain these employees. And those phases are Assess, Accept, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate. So, can you just give us maybe a brief summary on each of those and why it's relevant?    Joey stated absolutely. And he'll try to go through these quickly because there are 8 of them, we could spend an entire podcast talking about any one of these phases. But for context before he describes them, the reason they all start with the letter A is he wanted folks to kind of have this thought that if your employees felt you were succeeding in each of these 8 phases, it's like getting straight A's on your report card in school, you're doing a great job, and you're worthy of continuing to be advanced, because you're delivering a great experience.  So, the first phase is the Assess Phase. This is when a prospective employee is trying to decide whether or not they want to come work with you. They're looking at your job descriptions, your want ads, the about us page on your website, the careers page on your website. They're submitting an application, they're going through your interview process, they're sharing their resume, you're doing reference checks, all the things that lead up for an employer to decide whether or not they want to hire this specific person. And the time period where the potential employee is also assessing whether or not they want to join your enterprise.  We then come to phase two the Accept Phase. In this phase, the employer extends an offer, and if we're lucky, that desired candidate accepts our offer.  We then move to the Affirm Phase. Now, this phase occurs immediately after the new employee has decided to accept the job offer. And he's sure all of Yanique's amazing customer experience experts are very familiar with the concept of buyer's remorse. What they may not be as familiar with is the concept of new hires remorse. It's the same thing as buyer's remorse, it's scientifically proven that this happens anytime someone accepts a job offer, they begin to doubt the decision they just made. And in the affirm stage, we need to reaffirm their choice to counterbalance that fear and doubt and uncertainty they're naturally feeling and in their new hires remorse stage.  We then come to phase four, the Activate Phase. Now, of all the 8 phases, this is the only phase that is limited in its duration, first day, and that day is the first official day on the job.  What is it like you come to work for that first day?  And in the immortal words of country music legend Bonnie Raitt, “Have you given us something to talk about?” Because every employee is going to go home that night to their spouse, their significant other, their children, their parents, their roommate, whoever it is in their life, and that loved one, the first question they're going to ask when they come through the door is, how was your first day at work?   How are your employees going to answer that question? Have you created such a remarkable experience on that first day that they have something to talk about?  We then come to the Acclimate Phase, phase 5. Now, the acclimate phase starts on the second day on the job and can last for weeks or even months as the new employee gets used to your way of doing business. They learn the various roles and responsibilities they're going to have, they understand better the requirements of what they're supposed to do, they understand the relationships with their co-workers and colleagues, and how all those pieces fit together for them to be great at their job. They're also learning your tools and your cadence of communication, and the chain of command and the various things of how your business operates. We need to hold our employees hands while they acclimate to the job and too many employers just kind of push the employee into the deep end of the swimming pool and say, “Well, just go ahead and swim.” Instead of taking care of them and making sure they understand what's happening.  We then come to phase 6, the Accomplish Phase. This is when the new employee achieves the goal they had when they originally decided to accept your job offer. See, every employee has a vision of what this new career will be like. Whether that will be more responsibility, more autonomy, more opportunities to develop new skills, they have a vision of what they're hoping to accomplish. The challenge is most employers not only don't know what that vision is, but they're not paying attention to the employees progress as they track towards achieving those goals. If we don't do that as organizations, we can't celebrate with our team members when they accomplish their goals.  We then come to phase 7, the Adopt Phase, this is when the employee becomes loyal to you and only you, they're committed, they're not going to look for jobs elsewhere, they're not listening to those calls from head-hunters or recruiters that want to hire them away. Almost every business on the planet desires adopters. But what's fascinating is very few businesses do anything to acknowledge when an employee becomes an adopter. We have a tendency to take those employees for granted, even though they are the lifeblood of our enterprise. And if and only if, we've helped to hold our employees hands through those first 7 phases do we have the right, the privilege, the honour of having them transition to the eighth and final phase.  The Advocate Phase, where our employee becomes a raving fan for us, singing our praises far and wide. They're going on glass door and writing reviews. Anytime we have a new position open, they're recruiting their best colleagues, the people they've worked with in the past, the smartest humans they know to come apply for this job because they know it's a great place to work and they want amazing people to work there with them.  The way he always test with business owners who say to him, “Oh, Joey, a lot of our teammates are advocates. And so many of our people are advocates.” He'll say, “Great. Here's a little test to see if that's true or not. The last time you had an open position in your organisation, what percentage of the candidates you interviewed were direct referrals from your existing team members?”   What's interesting is those people who were previously saying, oh, everyone's an advocate….kind of go, well, actually, no one. So, he's like, well, then you really don't have as many advocates as you think you do.  So, those are the 8 phases and the last thing he'll say on this is that when an employee is promoted, they go back to the beginning, they go back to that assess phase, trying to decide, “Is this a promotion I want? What am I going to do? Okay, I'll accept the promotion. Oh, should I have accepted the promotion, I liked my old job. But this new job even though it maybe comes with more money or a better title, it also comes with a lot more responsibility and a new learning curve.” And then we've got to hold their hand and acclimate them. And what happens is the longer an employee is with the organization, the more they cycle through these phases, yet, most organizations aren't paying attention to the fact that the employee is going back to the beginning. And we have an opportunity to reengage and reconnect with them as they navigate through the 8 phases the next time.    Me: I love those phases and I love that question that you asked, like that really puts them on the spot and makes them practically say, “Okay, do we really have advocates in this organization?”   What Brands Joey Has Observed Creating a Culture Where Employees are Advocates  Me: Now, Joey, could you share with us what are some of your favourite things you've seen brands do to create the kind of culture that you're talking about where employees are advocates, especially in this remote driven world that we have, I mean, the pandemic and COVID has definitely changed how organizations are approaching their business models, many of them are taking on a more hybrid approach. I know, for example, in Kingston, Jamaica here, you do have some forward thinking organizations who genuinely recognize that their employees can still be just as productive or even more working from home but then you find you have some dinosaurs who still believe people need to physically sit in traffic and go to work from 8:00 am to 5:00 pm, and they just need to see the people in the office to know that they're doing the work. But what are your thoughts on that?   Joey stated that Yanique is correct. There's still a lot of dinosaur era thinking going on in many organizations today, despite the fact that we have proven both statistically and across almost every industry on the planet, that remote work is just as effective, if not more effective than in person work. In fact, most of the research and the studies show that when employees work from home, they are more productive, they are more engaged, they are happier, and they feel a stronger connection to the fact that they are able to balance their work with their life.  So, if your organization isn't actively pursuing, at the very least hybrid, if not pure, remote work, he can set a stopwatch for how much longer you're going to be in business. It's just the reality that the landscape has changed. If we were to roll the clock back, and he was to say to you, “Yanique, you can still run your business, but you're not allowed to use the internet.” Most businesses would be like, “Oh, my God, how am I supposed to function?” This is a fundamental aspect of business, remote work, work from home, non-centralized, come to an office work. When we get about, he thinks 10 years down the road, it's going to feel like saying to someone, you can't use the internet, saying to someone you have to come to the office is going to be the equivalent of a shock to the system and a foolish statement as saying, you have to run your business without using electricity, or the internet or a phone. The ship has sailed, this is over.  Now, when you asked him about his favourites, it's kind of a tough question because there are over 50 case studies in the new book from all 7 continents. And so, asking him to pick a favourite is kind of tough, but here's what he will tell you is a common thread, especially amongst the organizations that are recognizing the benefits of hybrid and or remote work. And that is that in an increasingly digital era, the smartest companies in the planet are making sure to invest in analogue interactions to attach to and be compatible with their digital interactions. What does he mean by that?   Well, if you've got everyone working remotely, and you're not having that office water cooler time, and you're not having everybody come to the same office, while it is beneficial for your productivity and your engagement and your employee happiness, they're still humans. So we need to find ways to build additional connection with them, that transcends the digital sphere. So, that could be sending gifts to their house, it could be hosting in person events every once in a while maybe, a group gathering twice a year, most of the research shows that if you have a fully remote team, you should strive to get together in person at least twice per year with the whole team.  But here's the secret on that, it's not about getting together in person to have meetings and to do work, it's about getting together to create connection. So, one of the companies that he profiled in the book is LEGO Corporation. Most folks listening are familiar with LEGO the children's toy, or the adult toy in his case, he loves building, he was building LEGO sets this weekend. And his 2 boys who are younger came up and they were like, “Daddy, can we help build too?” To show you, he was building on his own and then they wanted to play and he included them, and it was great fun.  But LEGO does something where every year they have a play day. Now, LEGO is a company that makes toys. So, of course they believe strongly in the concept of play. And every year they shut down all of their offices globally, for a full day, all their stores, all their corporate headquarters, all of their factories, and everyone comes together and what do they do that day?  They play, that's all they do.  They don't have team meetings, they don't talk about the vision of the future, they just play. And in interviews with LEGO employees globally, when you ask them what one of their favourite kind of traditions or rituals within the organization, they say that the LEGO Play Day is something they think about all year leading up to it. Humans are not that complicated, we like the idea of social interaction, we like the idea of play, we like the idea of getting to know people personally so we can have a personal and emotional connection with them, not just a work connection.   Me: I agree. That kind of dovetails nicely into my next question, Joey because with your new book, Never Lose an Employee Again and I find a lot of times when I talk to some of my clients, especially not necessarily those who are in a HR function, but even the business owners themselves. They will grapple or struggle with the fact that if they're losing employees, they believe it's a lot of times monetary. And I have found that a lot of times when an employee has reached a point where they're resolute in their decision to say I want to leave this company and go somewhere else, even if they're offered more money, they still wouldn't stay, they'd still leave. So, I believe that a lot of them would look forward to more non-monetary benefits, like simple to the example you gave about LEGO, a simple play day something that people look forward to, it's our sense of community, you get to meet and connect with people. And to me, there is no dollar value that you can put on those types of experiences. So, I guess my question is do you agree with me?   Joey stated that only 100% does he agree with everything Yanique just said. It's really fascinating, if we look at the research that has been done on why employees leave, the typical study on why employees leave is based on a sample set of somewhere between 200 and 500 respondents. Now, if you know anything about statistics or anybody listening has experience with statistics, a sample set of 200 to 500 results is not nearly as robust, as if that number were larger, and arguably significantly larger.  In doing the research for the book, they came across some studies that had been done by the Work Institute, where they interviewed 234,000 employees who were quitting their jobs and asked them, “Why are you quitting?”   Now, many business owners around the world will say, “Well, my employee quit because they got more money somewhere else are someone's going to pay more money somewhere else.” They make it all about the dollars, all about the money. But the research doesn't show that to be true. Only 9% of employees globally, quit for more money.  So, then that led him to wonder what about the other 91%?  Why are those people quitting?  And what this research found from the Work Institute was that the number one reason, the greatest reason given 23% of the respondents, so almost two and a half times the number of people quit for this other reason. And that reason was, they didn't see a clear path forward for their career at that organization. They didn't know what their next job was going to be. So, when we as employers, an employee comes in, and they're like, “Oh, I'm going to leave” and we're like, “Oh, we'll pay you more, we'll give you more benefits, we'll give you a better title.” These are not the things they're looking for. So, it's kind of like we're offering them things that at this point in the game really don't matter as much. And it almost feels insulting, because we're not listening to why they're leaving.  Instead, we need to move the conversation forward. We need to have the conversation before they come to us saying, “I want to quit” and have a conversation around…. “What are your goals as an employee? We have goals for you as your employer, things we'd like you to do. But what are you hoping to accomplish in your life? Are you trying to get out of debt? Are you trying to be more fit? Are you trying to start a family? Are you trying to buy a house? Are you trying to take care of ageing parents? Are you trying to go on vacation? What are the things that are goal? Are you trying to run a marathon? What are your goals? What are the things you're hoping to achieve?"  And then as employers, we need to look for opportunities to support our people in those goals as well. See, for all too long, he thinks we've had this belief, “we” meaning most organizations globally, that well, there's business and there's personal. And when you're at work, we've just want you to focus on the business, don't bring your personal life to work. But what's interesting is almost every employer on the planet expects you to think about work when you're not at work. They expect you to answer emails, to have your phone on you, we need you to work a couple hours late or if you're going on vacation, we might need you to do one or two calls.  The business has no problem asking the employee to chip into their personal time to do business related work. But God forbid we ask the business to allow the employee to chip into their business time to do personal things. For some reason we think that's offensive or improper.   Humans are humans, he would posit this, the employer of choice in the future is going to be the employer who pays as much attention to what happens in their employee's life between 5:00 pm and 9:00 am as they do compared to what happens in that employee's life between 9:00 am and 5:00 pm.    Me: Agreed 100% Joey, I am there with you.   App, Website or Tool that Joey Absolutely Can't Live Without in His Business When asked about online resource that he cannot live without in his business, Joey shared that since the last time they had a podcast was about 5 years ago, he must confess he's not 100% sure of all the specific answers he gave then. But the one online tool that he's using right now that he finds increases efficiency and productivity, but also makes for he thinks a pretty great experience is the online scheduling tool Calendly.  And the reason why he loves it, because often, as he's sure you do, he has folks saying to him, “Joey, we'd like to arrange a time to connect, we want to have a call, we want to talk about a project, we want to talk about a future speech.” Because he spends most of his days giving speeches. “We want to interview you for a podcast.” Whatever it may be, when he can send them a link that allows them to see the days he's available and it syncs up beautifully with his calendar, it makes everybody's life faster, and more efficient, and more seamless. There isn't the back and forth of, “Well, what about next Tuesday at three?” “Oh, I can't do that.” “What about Thursday at nine?” “Nope, I can't do that.” “What about the following Tuesday?” And it makes things work better, so he's a big fan of Calendly.   Books that Have Had the Biggest Impact on Joey When asked about books that have had a great impact, Joey jokingly stated that this is a completely unfair question only because he loves reading books. He tries to read a book a week, there are so many wonderful, wonderful books out in the world that he absolutely loves. So, he'll give an example of a book that is in the customer experience space, because he knows a lot of listeners spend most of their time in the CX space. And then he'll give one that's in the employee experience space since that's what they've been talking about.  So, in terms of the customer experience, he absolutely loved the book Creating Superfans: How To Turn Your Customers Into Lifelong Advocates by Brittany Hodak. An amazing book, it's been out not even a year yet, it came out earlier this year in January of 2023. Fantastic book, incredibly well written, Brittney Hodak is very much an emerging but also a well-established voice in the CX space. She's smart as a whip, she's got an amazing story. She's incredibly talented. If you're not paying attention to Brittney Hodak and if you haven't read her book, Creating Superfans, go check it out, you will not be disappointed.  Now, on the employee experience side, he would look to the book, How to Work with (Almost) Anyone: Five Questions for Building the Best Possible Relationships by Michael Bungay Stanier. Now, what he loves about Michael's book is it helps us with very practical tools for creating better connection, and better relationships with the people we work with. It's a fast read, but it's a powerful read, how to work with almost anyone.  Michael is smart as a whip, he's an amazing human being, he's been there, done that, got the T-Shirt. And he just has a really tactical, yet powerfully thoughtful premise in this book, that we need to be spending more time investing relationships we create with our colleagues and our co-workers and really diving into the relationship side instead of just, “Oh, well they work at the same place as I do. And so, we have to interact with each other.” He's about building the relationships. So, How to Work with (Almost) Anyone by Michael Bungay Stanier is absolutely fantastic.    What Joey is Really Excited About Now! When asked about something that he's really excited about, Joey shared that there's so many. He's an excitable guy, you probably pick up on that and anybody who's listening to the conversation. There's so many things he's excited about, right now he would say the thing that he's most focused on is getting the word out about this new book. He's so excited about the response, the book debuted at number 5 on the Wall Street Journal Bestseller list. There is clearly a need for employee experience enhancement globally. And just the chance that he gets to speak at events, to do workshops for individual companies to help them get better at both engaging and retaining their people has him incredibly excited.  They're delving into exploring creating some customized workbooks that folks will be able to avail themselves of and purchase that are going to really bring the ideas in the book. He likes to think the book stands alone by itself and that it gives you as Gary Vaynerchuk would say, it gives a high picture strategy, but it's also tactical on the ground thing you can do. One of the challenges of writing the book is that you can't fit everything you want into the book because otherwise the book would be 10,000 pages long. So, he's excited to create more tactical tools that people can use on an almost weekly basis. Like what is the thing we're going to focus on making our employee experience better this week and give people those kinds of ideas and suggestions so that we can make it more fun to go to work. We can create more play, we can have more excitement with the things we do.  Yeah, you mentioned something about Gary Vaynerchuk just now, but you chipped out for a bit. So, could you repeat that part for me, please? Joey stated that he was going to say, Gary Vaynerchuk has this really interesting concept of dirt and clouds. This idea that we want things that are very tactical and practical that we can do down in the dirt, but we also want big picture strategy. We want things that are kind of in the clouds, kind of the 35,000 foot view and it's something that he really tried to create in the book, which is there is strategy in the book, but there are also really tactical things you can do. One of the things he's excited about is adding even more examples on the tactical side available as workbooks and downloads and things like that that people can access to continue to work at enhancing their employee experiences on an ongoing basis.    Where Can Listeners Find Joey Online? Never Lose an Employee Again: The Simple Path to Remarkable Retention – Hardcover – e-book – Audiobook Website – www.joeycoleman.com LinkedIn – Joey Coleman               Quote or Saying that During Times of Adversity Joey Uses When asked about a quote that he tends to revert to, Joey stated that he doesn't necessarily have a quote that he comes to, but in those scenarios, he likes to try to get very clear on what the situation is they're dealing with. Let him explain that a little bit. He used to be a Criminal Defense Lawyer, and so his job used to be to keep the wrongfully accused out of prison. And if he misspoke, now he's a full time professional speaker, but in those days, speaking in the courtroom, if he misspoke, someone went to prison. And that usually meant they went to prison for a long time. So, whenever he's faced with a challenging situation, he asked himself two questions. Number one, “Did anyone die in this scenario we're dealing with? Is there a death that has happened?” And thankfully it's very rare that he would ever answer that question yes, usually no one has died. The second question that he ask is, “Did anyone go to prison without the possibility of parole in the future?” Because if you go to prison without the possibility of parole, you've got a really big problem. If someone has died, you've got a really big problem. But if no one died and no one went to prison without the possibility for parole, you actually don't have that big of a problem. You've got a situation, you've got a circumstance, you've got something you maybe need to focus on or address.  But he finds that that criteria of evaluating the situation allows him to keep some perspective on how much he should be getting worked up or frustrated or angry about a scenario. And instead say, “This could be a lot worse. This is a challenging time to move through. But the consequences aren't that terrible and irrevocable that we're not going to be okay on the other side.”   Me: I like it. I've asked this question to over 150 guests because we're approaching close to 200 episodes for this podcast. And it's amazing that most guests would give maybe a motivational quote, not necessarily ask themselves a question. So, it's interesting the perspective that you take because then you're able as you identified to really recognize is this really an issue that we need to be raising our blood pressure and losing our mind, or can we just adjust our approach and decide, okay, we're going to tackle it this way, these are steps we're going to take and this is how we're going to approach it.  Joey stated that's definitely what he tries to do because he agrees with Yanique. There are very few things that we should be raising our blood pressure in a negative way. If your heart's beating faster because you're inspired, you're eager, you're in love, you're feeling those things, great. But if your heart rate is raising because of stress, because of worry, because of fear, he thinks there's an opportunity to approach the situation from a different perspective to kind of keep things a little more calm.   Me: Thank you so much for coming back on our podcast. I just want to express my greatest gratitude to you. And of course, congratulations again on your new book, Never Lose an Employee Again. I think it really will be a great complement to your original book, Never Lose a Customer Again. You brought up some excellent points, really practical stuff that employees and employers across different parts of the world in different industries can definitely think about, hope everyone that listens to this episode will go and grab a copy of your book as you mentioned in whatever version they like to listen to it in, whether it be audio or e-book or the physical book where they read. But it was really, really insightful. I love these types of conversations that get me excited, it doesn't even feel like I'm doing a podcast, it feels like I'm sitting down with a friend having a cup of coffee or a nice glass of lemonade and just having a great conversation. And these types of conversations really fulfil my soul, makes me feel good inside. So, I hope it was as fun for me as it was for you.    Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Links ·  Never Lose a Customer Again: Turn Any Sales inot Lifelong Loyalty in 100 Days by Joey Coleman ·  Never Lose an Employee Again: The Simple Path to Remarkable Retention by Joey Coleman ·  Creating Superfans: How To Turn Your Customers Into Lifelong Advocates by Brittany Hodak ·  How to Work with (Almost) Anyone: Five Questions for Building the Best Possible Relationships by Michael Bungay Stanier   The ABC's of a Fantastic Customer Experience Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners  Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC's of a Fantastic Customer Experience.” The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!  

Empowering Employees From the First 100 Days and Beyond Shep Hyken interviews Joey Coleman, an award-winning speaker and author of Never Lose an Employee Again: The Simple Path to Remarkable Retention. He shares why employees leave and how organizations can create a meaningful work culture that supports longevity. Top Takeaways:   ·      You can only expect to deliver a remarkable customer experience if you have remarkable employees. People think that customer experience and employee experience are two different silos. The better way to look at it is that they are two sides of the same coin because we need to work on both.   ·      The first 100 days are the most important time in the entire relationship with an employee because this is where the foundation is laid. How we onboard employees and make them feel part of our organization's community can differentiate whether they will be long-time employees or leave as fast as they came.   ·      When onboarding and acclimating your employees, the number of days you're willing to spend teaching them, showing them the ropes, and “holding their hand” is directly proportional to the number of months they will stay as an employee.   ·      Work Institute did a massive survey of exit interview investigations, and here's what they found - Top 5 reasons why employees leave:   ·      Reason #1 Career - 24% of the employees leave because they couldn't see a clear career path.   ·      Reason #2 Job - Stress, lack of resources, training, and empowerment.   ·      Reason #3 Health and Family - Their personal health or a responsibility to care for kids or aging parents.   ·      Reason #4 Work-Life Balance - Travel, commute, or scheduling.   ·      Reason #5 Rewards - Only 9% of employees leave for a bigger paycheck.   ·      Employers may care about their employees, but the employees themselves may not know it. Your employees probably have no idea of all the time and effort you're spending thinking about making payroll, advancing their careers, and making sure people don't suffer burnout. Share it with them, but when you do, spend a little less time telling and a little more time showing.   ·      Plus, Joey shares the two of the eight phases of the employee journey that every organization needs to ace. Tune in! Quotes:  “If you're not painting a clear path for your people and expecting them to manage and figure out their careers on their own, then you deserve to lose them.”   About:   Joey Coleman is the creator of the First 100 Days® methodology for improving customer and employee retention. He is the author of Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days and Never Lose an Employee Again: The Simple Path to Remarkable Retention. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

You've heard of buyers remorse—but what about new hire's remorse? That is the feeling of worry, regret or uncertainty that a new team member might have when taking a new role with your team. Today, returning guest Joey Coleman shares insights his new book, Never Lose an Employee Again: The Simple Path to Remarkable Retention. Make sure to also check out our previous conversation **083: Breaking through Buyer's Remorse—Never Lose a Customer Again with Joey Coleman. More About Joey: Joey Coleman, author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days, has helped organizations retain their best customers and team members by turning them into raving fans. He is an award-winning speaker and co-host of the Experience This! podcast. He's also a former criminal defense lawyer and one of the most generous, energetic people I know. Today we're talking about his new book, Never Lose an Employee Again: The Simple Path to Remarkable Retention.

Success for clients goes beyond achieving great results. There are several pillars that make up client success, with onboarding being just one of them. Megan Huber of Structured Freedom joins Hands-Off CEO to share her unique perspective on onboarding and how it plays a role in scaling a service-based business. Megan Huber is a scalability expert for coaches and expert-based businesses, specifically those that are teaching based on a curriculum-based learning model. Her organization, Structured Freedom, transforms hustling entrepreneurs into successful leaders and CEOs. Megan is a great resource for coaches looking to scale their business. You'll hear Mandi and Megan talk about: When clients first work with a business, they assess the quality of service and the experience during the first 90 days. Megan stresses the importance of building trust and a new relationship with them. [2:41] Client success is not only about achieving great results but also about client satisfaction and loyalty, Megan explains. The pillars of client success include onboarding, retention (meaning clients are engaged and participating), expansion (meaning they're buying other products or services), and advocacy (meaning they're spreading positive word-of-mouth about the company). [7:00] The idea that a higher-paying client will have a higher commitment level is not always true. Clients are already filling up their time with something, whether it is useful or not. As a service provider, it is important to provide clients with the environment, tools, skills, and knowledge to fulfill the promise made to them, but also to understand that resistance will come up in the minds and emotions of the new clients. [14:54] “Never Lose Another Customer" aligns with Megan's observations that the majority of drop-offs happen in the first 90 days. In her previous role as Director of Client Success for a large-scale coaching company, she observed a significant drop-off in participation and engagement around 2.5 to 3 months into the program. She and her team investigated this phenomenon and found that it was related to a specific concept, the “ideal client,” that caused confusion and embarrassment for some clients. [20:17] There are seven forms of communication that are important in the onboarding process. These include trust, introducing clients to the team, setting expectations, providing a clear roadmap, providing tools and resources, creating accountability, and fostering a sense of community. By incorporating these forms of communication, companies can help prevent drop-offs. [29:21] KEY QUOTE “It's really empowering for your clients to take the ownership and think for themselves so that they are not so reliant. Because if they're reliant on you, at some point, they're going to get really resentful because something is not going to go the way they wanted it to.” - Megan Huber Resources Megan Huber on the Web | YouTube Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days

Conversation with Joey Coleman, a speaker, a consultant, and the Wall Street Journal best-selling author of “Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days.” Episode on Website

Each week I am going to recap the implementable ideas from this week's full length podcast.  Consider me your accountability fairy! Here are the Action Items to Tuesday's podcast: The First 100 Days - How to Design an On-Boarding Process to Increase the Life of Your Client Relationships -----------------------------------------Links from Today's EpisodeNever Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman - Here!Interested in joining me pre-conference at XYPN Live? Get more details Here!Connect with Libby on LinkedIn HereCurious about the Efficient Advisor Group Coaching & Mastermind? Get on the waitlist here for more information on the next session coming this August.   Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.Check out more FREE resources and our FREE video library at http://www.theefficientadvisor.comLooking for all the resources from this episode? Check out this episode's webpage for show notes, transcripts, downloads and more!

You've heard it before…  you only get ONE chance to make a good first impression. And research shows that your new client's experience in the first 100 days determines the longevity of their relationship with you!Long story short: Your On-Boarding Process is CRITICAL.What you do during this time frame really really really matters. You need to demonstrate your professionalism, your organization, your commitment to customer service, and set the tone for how they will engage with you and your team. This sets the stage for what it will be like to work with your practice. Get this right… and you'll have happy clients that turn into referral-generating machines. In today's episode we're doing a dive deep into:Why the first 100 days matter mostWhat is an on-boarding process?How to systematize and delegate parts of this processHow to lay down the law of working with you (kindly)How to surprise & delight your clients on any budgetWhy every advisor isn't doing thisThe onboarding process we used in my practice----------------------------------------------------Links from Today's EpisodeNever Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman - Here!Interested in joining me pre-conference at XYPN Live? Get more details Here!Connect with Libby on LinkedIn HereCurious about the Efficient Advisor Group Coaching & Mastermind? Get on the waitlist here for more information on the next session coming this August.   Successful businesses don't get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.Check out more FREE resources and our FREE video library at http://www.theefficientadvisor.comLooking for all the resources from this episode? Check out this episode's webpage for show notes, transcripts, downloads and more!

Audrey Cannata joins me once again to continue our Behind the Cover series. In this episode, we discuss Joey Coleman's book Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. So many financial brands are built around customer acquisition that they end up neglecting the experience of their legacy clients. But by taking a proactive approach, banks and credit unions can maximize customer retention. Join us as we discuss: - The conflict of customer acquisition versus retention (7:38) - The difference between customer service and the customer experience (19:41) - How financial services can invest in the customer experience (30:47) Check out these resources we mentioned during the podcast: - Audrey Cannata - Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman You can find this interview and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. Listening on a desktop & can't see the links? Just search for Banking on Digital Growth in your favorite podcast player.

Sachin Patel and Joanna Sapir take you through a framework that she uses with her clients to help them attract their dream clients. Joanna tells how she went from schoolteacher to gym owner, to practice adviser and coach. She developed her business knowledge into a system for growing a practice successfully and realized she could coach others to grow their practices. There's a big difference between selling clients a session and committing them to a program to meet their health goals. You don't have to serve everyone, but you do want to serve the clients you can help get the best results. Joanna's system helps you to move clients through five phases of sales to onboarding and she has advice on how to keep a client on board. Listen in for encouraging advice on setting up your program for success.   Key Takeaways: [1:03] Sachin welcomes listeners to Perfect Practice. Sachin introduces the conversation for today, about the framework Joanna Sapir uses with her practitioner clients to help them attract their dream clients who are committed to the care they are providing.   [1:33] Sachin welcomes Joanna to the episode. Joanna tells how she became a practice advisor and coach. It started with opening a gym and strength training center, with no business knowledge! So many practitioners want to help people but they don't have a background in business. Joanna's gym took off fast. She was also a single mom of two young kids at the time.   [3:50] Joanna had become sick from the stress so she decided to learn everything she could to build a sustainable business that she could sell and have exist in the community. It was a smooth transition from there to what Joanna does today, mentoring other practitioners to build their businesses. She helps practitioners to do what they do sustainably and profitably.   [6:59] Joanna assures the listener that you can serve your clients deeply, you can make enough money, and you can have time for your self-care and your families. It is possible with the right systems and structures in your business. Sachin tells how he shuts off entrepreneurship at 5:00 to focus on fatherhood for his son.   [8:29] Joanna teaches her clients: You don't need to work with everyone, just those who will benefit the most. When you know who your perfect clients are, design programs for them. Marketing and Sales are different and you need a process for each. Build a relationship and assess the needs through a sales process so you can direct them into the right program.   [11:52] Joanna discusses the scarcity mindset that motivates practitioners to take on clients for the money that are not good fits. There's also a sense of worth and love from being needed and helping people. Instead of trying to serve everyone, think of your three clients that got the best results and look for the patterns. When you've had many clients, check the data for patterns.   [14:51] Sachin shares an exercise from Frank Kern: If you only got paid when your ideal client got a result, and not before, how would you choose the client selection process? The better results we get for people, the more confidence and certainty we have.   [18:13] A program is a commitment to take a journey together, not deciding on one session at a time. It changes so much about the energy. It's how you serve your clients more deeply. Joanna tells how she helps practitioners design programs. Reframe it as a journey to reach goals, not a package of sessions.   [22:22] How does a practitioner know what programs to offer? Joanna explains how to offer different modalities for clients, but to start with one program for that one ideal client. One-on-one, there is always room for flexibility as they go. Design the program for what they need and develop the marketing and sales systems after that.   [24:45] How do you get a program payment from someone who is used to paying for one session at a time? The key piece is the sales system with an in-depth consultation, including an assessment. In a program, the payment happens, so the people show up and do what they're supposed to do!   [31:12] Sachin makes the argument for why case fees or program fees are the way to go for practitioners. He compares it to an all-inclusive tour or roofing a home. You pay once and you don't worry about paying every day. A program can be a one-on-one or a group program.   [32:59] Joanna explains how marketing and sales differ. There is more to business than marketing. Marketing gets attention. Sales is the invitation to have a conversation about working together to meet goals.   [36:33] Joanna outlines her five-stage sales system for brick-and-mortar practitioners. It's critical to go layers deep to find underlying goals and build a relationship. If they're a good fit for you, you will have high conversion rates in the process.   [40:55] Joanna has her clients design an onboarding process with multiple touchpoints. It looks different, practice to practice. Onboarding transfers into Client Experience and Client Results including help between sessions. Sachin talks about heading off buyers' remorse and cites Joey Coleman's book, Never Lose a Customer Again.   [44:04] Follow Joanna on her podcast, and check out her free Masterclass link below for Perfect Practice listeners.   [45:39] Joanna's last thoughts: Make it a win-win with this system!   Mentioned in this episode Perfect Practice Live Joanna Sapir Frank Kern Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days, by Joey Coleman   More about today's guest Joanna Sapir My calling has always been to teach. I have a Master's Degree in Teaching and I was a high school teacher and teacher-educator for a decade.   I founded, grew, and eventually sold a brick-and-mortar athletic training and wellness coaching business. That's where I first earned my business chops.   Through multiple careers and phases of life, my purpose has always been the same: to help other people become agents of change in their own lives and the world. I work with practitioners that love helping their clients get real results, are excited by their work and are seeking actionable steps and proven processes to increase their income and impact now. I will help you each step of the way in developing a plan — from choosing your pricing and membership models, to marketing language, to a sales process for getting new clients.   Podcast: The Business (R)evolution for Practitioners Website: JoannaSapir.com/clientchampion FREE masterclass for listeners! On LinkedIn: Joanna Sapir   More about your host Sachin Patel How to speak with Sachin Go one step further and Become The Living Proof Perfect Practice Live sachin@becomeproof.com To set up a practice clarity call and opportunity audit   Books by Sachin Patel: Perfect Practice: How to Build a Successful Functional Medical Business, Attract Your Ideal Patients, Serve Your Community and Get Paid What You're Worth The Motivation Molecule: The Biological Secrets To Eliminate Procrastination, Skyrocket Productivity, and Get Sh!t Done

“Brain science teaches that even if a prospect knows, loves, and believes in a company's offerings, after they become a customer, fear, doubt, and uncertainty will plague their thoughts.” That familiar feeling is buyer's remorse—and if you're not building systems to directly address it within customers' first 100 days, you are far more likely to lose them.  Regardless of where your business operates, what industry you work in, or the size of your operation, you are likely losing approximately 20 to 70 percent of your newly acquired customers in the first 100 days of the relationship. As Joey Coleman explains in this conversation, most are structured around customer acquisition, not customer experience. Today we're talking about how to flip the script and never lose a customer again. More About Joey: Joey Coleman is the author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. He helps organizations retain their best customers and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He is an award-winning speaker and co-host of the Experience This! podcast. He's also a former criminal defense lawyer and one of the most generous, energetic people I know. 

In real estate, we hear so much about how to get more clients. But, I've noticed realtors are often afraid to ask for reviews at the end of the process, and I think it's because they're worried about not providing enough value to their clients. In this solo episode, I dive into this topic and share some thoughts on how to provide more value than you cost.   Resources Mentioned: Joey Coleman | Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days Let's Connect: Instagram Badass Women of Real Estate Facebook Group Sell More Live More Coaching Workshop

Episode 8: Is the Turkish Get Up (TGU) really overrated? Well, yes and no. A better question is “overrated for who?”- Turkish Get-UpsMen's Health PostKettlebell Community Response see comment sectionWhat do we think of TGUs - Pros, Cons, Application w/ different populations ( Gen Pop, Athletes, Groups, 1 vs 1)TGUs - Develop a lot of general qualities to a low/medium degree but none to a high degree. This makes it a great warm up drill.The Sit-Rise testDan John: Get up and down circuitsBreak down the get up into its smallest parts and train it that wayWhy are we so emotionally attached to exercises? (KB people)Also, why do we need to make clickbait posts (Men's health)- “Do you do warm-up sets and if so how do you program?”- Yes, but not a ton, because we warm up 20-25 minutes before we step foot in the weight room- We only really do 1-2 work sets “money” or “growth” sets- Picking Set 3 - Use the second to last set to decide what the final set should be- Bill Starr 5x5- Create a relationship and ask for a RPE (Rating of Perceived Exertion) for their heavier setBook Club recommendation:Kevin: Kinesiology of the Musculoskeletal System: Foundations for Rehabilitation by Donald NewmanBrendon: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey ColemanWhere you can find us next:Upcoming CFSC eventsContact UsWebsite: http://movement-as-medicine.comInstagram: https://www.instagram.com/MovementAsMedicine/YouTube: https://www.youtube.com/user/MovementAsMedicine

Katie Steinfeld lives and works in the Vaughan/Great Toronto Area. She is the Broker of Record and Co-Founder of On the Block Realty and Co-Founder of On the Block Auctions. Katie is a mom to four kids, a surrogate to one, and a Board Member for the Real Estate Council. of Ontario. She is also the host of the Level Up - The Podcast for Realtors. She also loves to travel, listen to books and podcasts, bake, and run. In this episode, Katie shares what the last eleven years of her real estate journey have looked like, how their auction platform came to be and why it sets her company apart, the industry pushback she received when first starting the auction platform, what it looks like when a seller uses their auction platform, examples of unique and creative ways they market their homes, three things new agents need to do in order to create success for themselves, what agents have to sacrifice in order to be successful, one thing agents should never sacrifice, the struggle she experiences with comparing herself to others and not remembering all that she's accomplished, the one tool she thinks everyone needs to utilize in their business, and more.   Resources Mentioned: Katie Steinfeld on Instagram On the Block Realty Website On the Block Realty on Instagram Level Up - The Podcast for Realtors Level Up - The Podcast for Realtors on Instagram Brene Brown Larry Kendall | Ninja Selling: Subtle Skills. Big Results. Joey Coleman | Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days Glennon Doyle | Untamed   Let's Connect: Instagram Badass Women of Real Estate Facebook Group Sell More Live More Coaching W

As AJ Shepard started taking on bigger multifamily investments, he knew he would need to find a way to generate more income to qualify for more financing. That's when he realized he could start his own property management company and oversee his own investments as well as others, bringing in the necessary cash and then some. In this episode, AJ shares the benefits of not only being an investor, but also running your own property management company. AJ Shepard | Real Estate Background Owner and Managing Partner of two companies, Uptown Syndication and Uptown Properties. They focus on purchasing large multifamily assets through a partnership with passive investors. They operate under exemption 506(b) and need to have a prior relationship for them to share any opportunities. They manage these investments through their own property management company, Uptown Properties. Portfolio: 150+ units as GP. Managing 700+ units under his property management company. Based in: Portland, OR Say hi to him at: https://www.uptownsyndication.com and https://www.uptownpm.com | LinkedIn: https://www.linkedin.com/company/uptown-syndication | https://www.westsideinvestorsnetwork.com/ Best Ever Book: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman Click here to know more about our sponsors: Deal Maker Mentoring | PassiveInvesting.com | FollowUp Boss

Today I thought I would tell you about the two new products in the shop this week. Keto Cherry CheesecakePecan PieToday let's talk about books. It is the end of the year, and I always like to talk about books I have read and books I want to read. Speaking of books. Did you know we officially published our book How To Successfully Launch Your Bakery Business: Especially Without A Storefront on Amazon. See it below:https://amzn.to/3mQmEfxEeek… I am so excited I am not going to lie. Don't forget to save this video so you can check out all the great books we have read for 2021 and the ones we want to read for 20225 books I read and liked in 2021 #AdlinkNever split the difference https://amzn.to/3EGDKT4Get different https://amzn.to/32xW048Rich As F*ck: More Money Than You Know What to Do Withhttps://amzn.to/3eAG97qClockwork: Design Your Business to Run Itselfhttps://amzn.to/3Hcd1zANever Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Dayshttps://amzn.to/32u2mlc5 books I want to read this yearThe Alchemisthttps://amzn.to/3FCGxhCGet Rich Lucky B****https://amzn.to/3Hig0qfYou Deserve This S***https://amzn.to/32XstATStart With Whyhttps://amzn.to/3sUXCQ3The Subtle Art of Not Giving a F*ck: A Counterintuitive Approach to Living a Good Lifehttps://amzn.to/3EW6U0x

Here are our top 5 books from 2021 with honorable mentions of the other 40+ books we read this year. We love to read as a way to grow our minds to different ideas and perspectives and we hope you enjoy these books as much as we do!  Chapters: 0:00 - Intro  2:46 - Intro to High and Low from 2021 6:47 - Actual(!) High and Low from 2021 11:44 - The Books of 2021 13:28 - Quick Thank You to Our Sponsors 14:06 - The Books of 2021 cont. 31:09 - Good Word Of The Day!!! 33:21 - Continued Focus on Health Gigantic 2021 Book Review Jihae Books 1 The Madness of Crowds by Douglas Murray 2 Anna Karenina by Leo Tolstoy 3 Daring Greatly by Brene Brown 4 No Greater Love by AW Tozer 5 The Ruthless Elimination of Hurry: How to Stay Emotionally Healthy and Spiritually Alive in the Chaos of the Modern World John Mark Comer 6 Business Made Simple: 60 Days to Master Leadership, Sales, Marketing, Execution, Management, Personal Productivity and More Don Miller 7 The Tanning of America: How Hip-Hop Created a Culture That Rewrote the Rules of the New Economy Steve Stoute 8 The Gospel Comes with a House Key: Practicing Radically Ordinary Hospitality in Our Post-Christian World Rosaria Butterfiled 9 Crying in H Mart: A Memoir  Michelle Zauner 10 Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days Joseph Coleman 11 I Am Here: The Journey from Fear to Freedom Ashley Lemieux 12 Surprised by Joy: The Shape of My Early Life  CS Lewis 13 Eat a Peach David Chang 14 Fortitude: American Resilience in the Era of Outrage Dan Crenshaw 15 Real Artists Don't Starve: Timeless Strategies for Thriving in the New Creative Age By: Jeff Goins 16 Come As You Are: Revised and Updated: The Surprising New Science That Will Transform Your Sex Life By: Emily Nagoski PhD 17 The Hiding Place by Corrie Ten Boom Re-Read Books 18 For Women Only by Shauti Feldhahn 19 Essentialism by Greg McKeown 20 Love Does by Bob Goff Chris's Books 1 Wizard's First Rule: Sword of Truth, Book 1 Terry Goodkind 2 What Got You Here Won't Get You There: How Successful People Become Even More Successful Marshall Goldsmith 3 His Needs, Her Needs: Building a Marriage That Lasts By: Dr. Willard F. Harley Jr. 4 Nonviolent Communication: Create Your Life, Your Relationships, and Your World in Harmony with Your Values Marshall Rosenberg PhD 5 Public Speaking for Success Jim Rohn 6 It Worked for Me: In Life and Leadership – Colin Powell 7 Twelve Pillars – By: Jim Rohn , Chris Widener 8 More Than a Carpenter Josh McDowell 9 Tangled Up in Blue: Policing the American City – Rosa Brooks 10 Re-read The Compound Effect Read Together 11 Feeding the Mouth That Bites You: A Complete Guide to Parenting Adolescents and Launching Them into the World Kenneth Wilgus PhD 12 Twenty Things Adopted Kids Wish Their Adoptive Parents Knew By: Sherrie Eldridge 13 The Anatomy of Peace, Expanded Second Edition: Resolving the Heart of Conflict The Arbinger Institute 14 The Outward Mindset: Seeing Beyond Ourselves The Arbinger Institute 15 Leadership and Self-Deception: Getting Out of the Box The Arbinger Institute 16 A Promised Land by Barack Obama 17 How To Have Your Best Year Ever Jim Rohn 18 Your Turn: How to Be an Adult by Julie Lythcott Haims 19 Winning the War in Your Mind: Change Your Thinking, Change Your Life – By: Craig Groeschel   Keeping Score: Jihae - 29 Books Chris - 19 Books Jihae is the 2021 FV Pod Book Reading Champion!! Other Links: Lily's devo she did on the Bible App - Growing Your Faith  Patrick Lencioni 5 Dysfunctions of a Team ‎At The Table with Patrick Lencioni: The Five Dysfunctions … Dave Ramsey Goal Sheet  Bek and Kev goal setting with kids Good Word of the Day “Don't ask yourself how you can be more efficient, ask yourself how you can be more effective.” –  Carey Nieuwhof Wishing you all a great new year of healthy bodies, spirits, and minds! If you would like to connect: Fostering Voices on Instagram You can also email us! Follow us on YouTube! AND we would LOVE it if you would SUBSCRIBE and leave us a review on iTunes! This helps others to find our podcast so we can share these voices from the foster care and adoption community with more people! If you want to see how to leave a review, check out this handy little video!    

The CX Goalkeeper had a smart discussion with Tue SottrupChief CX Evangelist at Dixa & an Ambassador of the ECXO. Tue is passionate about customer service and engagement, and he truly believes that software can empower customers and businesses to build stronger bonds, be more efficient and increase productivity to unprecedented levels.You will learn:Some highlights on the ECXOHow DIXA makes the conversation between companies and customers EASIERHow agents can focus on the customers and not on the systems they are usingHow to create happy agents and engage them in the improvements processHow to get the buy-in from the organization to act on customers' / agents' feedback… and much moreHis book suggestion:The Effortless Experience - Matthew Dixon, Nick Toman, Rick DeLisiNever Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days - Joey ColemanTue's golden nuggets:Customers are always right to be understood. They are not always right in what they want but in being understood.Be able to change, be quick on adapting.How to contact Tue:· https://www.linkedin.com/in/tuesottrup/· https://twitter.com/tuesottrupThank you, Tue!Subscribe to the ECXO: www.ecxo.org/individuals#exco #cxgoalkeeper #customerexperience #leadership #cxtransformation #employeeexperience #CXO #CX #experiencedesign

Jake Harris is a commercial real estate investor who specializes in buying and renovating distressed commercial properties. In this episode, Jake's shares his story about becoming a millionaire by age of 30 through house flipping, going bankrupt due to the ‘08-'09 recession, then building back up even stronger. Jake is the author of “Catching Knives: a guide to buying distressed commercial real estate”. The book is packed with best practices and is literally a “how to guide” for buying great assets at a discount. In this episode Jake dives into why he wrote the book and how it fits into the bigger ecosystem he is building to help educate other investors while growing his own business. To learn more about the concepts discussed podcast go to https://www.brianbeers.com and sign up for Brian's free weekly newsletter delivering content directly to your inbox Connect with Brian you can follow him on Instagram and facebook, connect on LinkedIn or email brian@beerspodcast.comLinks:https://Catchknives.com  Scribe Mediahttps://scribemedia.com/ Book Links: Catching Knives: A Guide to Investing in Distressed Commercial Real EstateRich Dad, Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!Who, Not, How: The Formula to Achieve Bigger Goals Through Accelerating TeamworkPowerhouse Principles: The Ultimate Blueprint for Real Estate Success in an Ever-Changing MarketBuy Then Build: How Acquisition Entrepreneurs Outsmart the Startup GameProfit First: Transform Your Business from a Cash-Eating Monster to a Money-Making MachineFix This Next: Make the Vital Change That Will Level Up Your Business Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days

Grab your FREE DIY Media Kit >> http://bit.ly/DIY-media-kit ---------- Hey you wild women! My next guest is a Productivity Strategist for creative entrepreneurs and founder of Your Most Profitable Quarter Yet. A recovering procrastinator herself, Alyssa Coleman became obsessed with figuring out how the Oprahs, the Beyoncés, and the Marie Forleos of the world were running empires, staying creative, and making it all look easy.  As soon as she figured this out, her business did a complete 180. She mastered the exact process to take entrepreneurs from over-worked and under-slept to productive, profitable and FREE, and, from that, the Freedom Rebellion was born. In this episode you will learn about: What Alyssa's mission in life is Why she feels ‘failure' is essential What her biggest business mistake was What inspired Alyssa to start her business The secrets of her routine that keep her on track How using your calendar effectively will help you honor your tasks The importance of remembering your bigger business goals How mindset affects productivity and can keep you stuck in procrastination Bad business habits will directly affect your bank account How self-awareness is critical to running your business successfully How journaling can help you work through procrastination and fears The 4 things you can do every day to help you be more productive and move your business forward The importance of repeating your message and being known for one thing The first 90-100 days are critical in establishing good business habits HIGHLIGHTS (14:23) What inspired you to start your business? (20:30) Tell me about your routine and how this keeps up your momentum. (24:49) How does mindset affect productivity and how can women become more productive? (32:43) What are the 4 distilled daily business habits of high earners + high achievers? Public Shoutouts: Book: Angel by Jason Calacanis Public FIgure: Angie Lee Public Figure: Stu McLaren Book: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman Podcast: The Not For Lazy Marketers Podcast with Emily Hirsh Resources: Website: Alyssa Coleman Instagram: @alyssacoleman.ca Her program: The Productive Entrepreneur (Launching July 13, 2021!) Daily Non-Negotiables: FREE Download What it means to be a wild woman: "A lot of it is about unlearning and coming back to who you were before you learned all the ways of who you ‘should' be." - Alyssa Coleman ------------------------------- Renée Warren is an award-winning entrepreneur, a 7-figure business starter, and the founder of We Wild Women, a business dedicated to helping women launch their dream business. She previously founded an industry-recognized PR agency that worked with funded technology startups from South Africa to San Diego. She's a mom to Irish Twins (not planned), a published author, and a drummer. Rate, review, and subscribe on Apple Podcast "I love Into The Wild, and think it's the best thing since sliced bread."

Tune in to Your Customer Journey Does the subject of sales make you sweat? You're not alone! Many of us have tunnel vision when it comes to our sales process. We're so busy giving ourselves a high five after the first sale or get so caught up in doing the work for our client that we completely miss the opportunity of the second sale strategy.    What is the second sale strategy, anyway? I'm so glad you asked because this week's episode dives deep into the customer journey and how the 3 tenets of the second sale strategy will completely change the way you look at marketing and selling in your business.   Did you know that 79.4% of customers* (in retail) never make a second purchase from the same company? Why is this? What does it take to bring a customer back for a second purchase? Learn why only 21.6% of customers* buy again and how studying the lifecycle of your customer can help you build a sales process that dramatically increases how many first-time clients buy from you again. Heck, maybe they work with you for years!   Learn how selling is like an avocado, how to use a loss leader and how to craft the perfect second sale. You'll also hear why one of my clients says he'll never stop working with me. After hearing this episode, you may decide you want to drill down and figure out your business's customer journey and how to put the second sale strategy to work for you. The good news is that sales is stop number four on the Strategy Roadmap. So, why not join us for my next Roadmap Strategy Workshop? Simply click here to be notified.  *based on statistics from this Bluecore article.    What's In This Episode Why the Customer's Journey is critical to your business The secret to bringing in long-term clients How selling is like an avocado  The most powerful question you can ask yourself about your business How to tell if you're followers or subscribers are cheerleaders OR potential clients Learn what a loss leader is and how it can bring you repeat business   What To Do Next Sign up to be notified when I run the next Roadmap Workshop.  Subscribe to receive this podcast and regular weekly strategies to grow and shape your business. You'll also be the first to know about upcoming courses, programs and exclusive LIVE training. Connect on Instagram, Facebook or LinkedIn and share your insights from the show. Join Thought Readers and connect with other like-minded entrepreneurs in this popular book club for business owners.   Up Next In the next episode, Betting it all on Instagram with Sue B. Zimmerman, Sue brings us behind the scenes of SBZ Enterprise to reveal exactly what it took to build a profitable seven figure business around Instagram (and it's not all selfies and cute outfits!).   Blog Post Mentioned in This Episode Check out the blog post that sparked the idea for this episode The Second Sale Strategy.   Books Mentioned in This Episode Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty by Patrick M. Lencioni    Episode Transcript Download The PDF Transcript    

I have something exciting I am hoping to start in April. I am just waiting to finalize a few details and I will share with you all.Thank you to everyone for such an amazing month. We want to thank you all for stopping, liking, commenting, and sharing our content with others.Please be advised that some of the links below may be affiliate links. This means we may receive a small commission if you click and buy at no additional cost to you.Let’s talk a bit about our book from last month.Why Didn’t Why Didn’t Anybody Tell Me This Sh*t Before? Wit and Wisdom from Women in Business by Marcella Allison (#afflinks)https://amzn.to/3atB9AINext Quarter’s Book Line Up:Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Dayshttps://amzn.to/2QVuZBBNever Split the Difference: Negotiating as if Your Life Depended on Ithttps://amzn.to/3uf4BkzAtomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Oneshttps://amzn.to/3sH6xSlWant to be part of our monthly book club? Join below:https://www.facebook.com/groups/878065006265293Want to get our monthly newsletter? Sign up below:https://mailchi.mp/9e9c80a9b60d/newsletterPS. Tomorrow is April Fools. If you want an idea to use to prank your kids, then you should check out what I did to my kiddos last year

Daniel Bussius, CEO of Built by Love, joins the podcast to share his proprietary marketing strategy, RAMP. This method aims at humanizing marketing and helps build brands that maintain lasting relationships with their customers.   Tune in for an enlightening conversation on how you can improve your conversion rate with integrity.   Key Takeaways: [:45] Sachin welcomes Daniel Bussius and asks him to share the story of how he got started in marketing as well as where the marketing RAMP originated from.   [4:09] Medical claims are a touchy subject, Daniel shares his thoughts on what it means to have integrity and to market to actual human beings.   [6:10] Does most marketing fail, and if so, why? Daniel underscores the importance and explains the customer’s journey.   [11:28] Sixty percent of customers have buyer’s remorse immediately after they buy a product or service… How can you make sure your customers are being delighted?   [15:02] Common mistakes businesses make in their marketing efforts.   [18:34] The seven pillars to building a rockstar brand: Identify your ideal customer(s) Find your brand voice (customer communication style) Hone in on your brand pitch (your differentiating factor) Journey mapping Build your RAMP (Responsive, Automated, Master Plan) Set duration adding points of customer delight   [25:50] Daniel shares his best practices for creating customer delight as well as a critical point everyone tends to forget in marketing.   [30:00] What is pain-point segmentation? Daniel breaks down this critical aspect of having a more human marketing interaction as well as the negative impacts of doing this poorly.   [35:40] Daniel shares some of his favorite CRM tools depending on size and business orientation.   [37:16] How is it that brands have failed or forgotten to focus on the human aspect of marketing? Sachin and Daniel share recent customer stories.   [44:27] Sachin asks a more technical question on how to place a segmenting button — Daniel shares more on his expertise and some useful tips.   [48:08] Sachin thanks today’s guest for his generosity and insight and signs off until next time.   Mentioned in this episode Built by Love Book: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days, by Joey Coleman HubSpot Keap   More about your guest Learn more about Daniel Bussius on LinkedIn and on his website   More about your host Sachin Patel How to speak with Sachin Go one step further and Become The Living Proof Perfect Practice Live sachin@becomeproof.com   Books by Sachin Patel: Perfect Practice: How to Build a Successful Functional Medical Business, Attract Your Ideal Patients, Serve Your Community and Get Paid What You’re Worth The Motivation Molecule: The Biological Secrets To Eliminate Procrastination, Skyrocket Productivity, and Get Sh!t Done  

Do you have an unfaithful customer? And what are you supposed to do about it? Should you quit? Should you say something? Before you do anything - watch this. It could save your business and your customer. Today's #AskaHouseCleaner sponsor is #SavvyCleaner training and certification for house cleaners and maids. (https://savvycleaner.com/join) And your host today is #AngelaBrown *** PROMISED LINKS AND GOOD KARMA RESOURCES *** Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless - https://amzn.to/3vZ1crI Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days - https://amzn.to/3w8p50b Leading Loyalty: Cracking the Code to Customer Devotion - https://amzn.to/3spAo1p Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue - https://amzn.to/3ckaoPs Superfans: The Easy Way to Stand Out, Grow Your Tribe, And Build a Successful Business - https://amzn.to/3vZ7esa These good karma links connect you to affiliated sites that offer products or services that relate to today’s show. As an Amazon Associate, I earn from qualifying purchases. Your support pays our production costs to bring you these free daily tips. THANK YOU. *** MORE VIDEOS ON THIS TOPIC *** Five Ways to Create Customer Loyalty - Shep Hyken: Customer Service & CX Expert - https://youtu.be/XwcWJu5FYTI Strategies for Customer Retention, Customer Loyalty, and Repeat Sales | Brian Tracy - https://youtu.be/y0OtFpC7yag I Was Seduced By Exceptional Customer Service | John Boccuzzi, Jr. | TEDxBryantU TEDx Talks - https://youtu.be/GH1TXfQSwUQ A search for loyalty: John Story at TEDxTAMU - TEDx Talks - https://youtu.be/7JyhZddN4DI 5 Steps To Improve Customer Satisfaction - UpsideLearning - https://youtu.be/XK3cNcuvuMs *** RATE THIS SHOW *** https://sotellus.com/r/savvy-cleaner *** RATE THIS PODCAST *** https://ratethispodcast.com/askahousecleaner *** TRAINING & CLEANING CERTIFICATION*** https://savvycleaner.com/join *** MOST REQUESTED LIST OF CLEANING STUFF I USE *** https://www.Amazon.com/shop/AngelaBrown ***FUNNY CLEANING SHIRTS – THANK YOU GIFTS FOR MAIDS*** Daily Giveaway - https://funnycleaningshirts.com *** CONNECT WITH ANGELA ON SOCIAL MEDIA *** LinkedIn: https://www.linkedin.com/in/savvycleaner/ Facebook: https://Facebook.com/SavvyCleaner Twitter: https://Twitter.com/SavvyCleaner Instagram: https://Instagram.com/SavvyCleaner Pinterest: https://Pinterest.com/SavvyCleaner *** GOT A QUESTION FOR A SHOW? *** Email it to Angela[at]AskaHouseCleaner.com Voice Mail: Click on the blue button at https://askahousecleaner.com *** FREE EBOOK – HOW TO START YOUR OWN HOUSE CLEANING COMPANY *** http://amzn.to/2xUAF3Z *** PROFESSIONAL HOUSE CLEANERS PRIVATE FACEBOOK GROUP *** https://www.facebook.com/groups/ProfessionalHouseCleaners/ *** VRBO AIRBNB CLEANING FACEBOOK GROUP *** https://www.facebook.com/groups/VRBO.Airbnb.Cleaning/ *** LOOKING FOR WAY TO GET MORE CLEANING LEADS *** https://housecleaning360.com *** WHAT IS ASK A HOUSE CLEANER? *** Ask a House Cleaner is a daily show where you get to ask your house cleaning questions and we provide answers. Learn how to clean. How to start a cleaning business. Marketing and advertising tips for your cleaning service. How to find top quality house cleaners, housekeepers, and maids. Employee motivation tactics. Strategies to boost your cleaning clientele. And cleaning company expansion help. Our host, Angela Brown, a professional house cleaner for 25 years, ran and managed one of the largest independently owned cleaning companies in the Southeast United States. She is the CEO and founder of Savvy Cleaner Training for House Cleaners and Maids. *** SPONSORSHIPS & BRANDS *** We do work with sponsors and brands. If you are interested in working with us and you have a product or service that is cohesive to the cleaning industry read this: https://savvycleaner.com/product-review *** THIS SHOW WAS SPONSORED BY *** SAVVY CLEANER - House Cleaner Training and Certification – https://savvycleaner.com MY CLEANING CONNECTION – Your hub for all things cleaning – https://mycleaningconnection.com SAVVY PERKS – Employee Benefits for Small Business Owners – https://savvyperks.com VRBO AIRBNB CLEANING – Cleaning tips and strategies for your short-term rental https://TurnoverCleaningTips.com FUNNY CLEANING SHIRTS – Incentive and thank you gifts for house cleaners and maids. https://FunnyCleaningShirts.com *** VIDEO CREDITS *** VIDEO/AUDIO EDITING: Kristin O https://savvycleaner.com/reviews/kristin-o HOST: Angela Brown https://savvycleaner.com/reviews/angela-brown PRODUCER: Savvy Cleaner https://savvycleaner.com

Aubrey Bursch of Easy School Marketing Website shares insights on what the best schools are doing to continue to move forward through all kinds of adversity and how the best leaders are supporting their schools.Marketing is like a puzzleLeaders listen and make tough decisionsThe Ideal Team Player: How to Recognize and Cultivate The Three Essential Virtues by Patrick M. Lencioni What does the market want & need and how can you serve them?If you're trying to serve everybody - you're serving nobodyWhen you have a community with a shared mission and you're all working toward a common goal and purpose-it shows!We're all in this to help our studentsThere's a big disconnect between what a school thinks their brand is and what everyone else is talking about their brandSchools need to be authenticSome people think a brand is you said it and it's goodHow many mistakes did you make today because you are on your way to learning some moreFind a mentor and mentor othersDaniel AmenHug Your Haters: How to Embrace Complaints and Keep Your Customers by Jay Baer Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey ColemanA leader is not a position - it is a mindsetServe and help & listen and be kindGet to know everyoneNo job is beneath youKnowing all the positions, knowing the people in them and respecting them is hugeSet boundariesBeing a leader does not mean you always have to be rightEducators are shaping the future generations - that's one of the most important jobs EVER!Teach life skillsEvery child should have a chance at a great educationEducation is one of the most important things we have in this world right nowAudibleHere are some additional resources supporting our mission.Episodes, Feeback, Show Notes & more - www.elevateschool.usFacebook Group LinkedIn GroupConnect with Matt on LinkedInConnect with Kevin on LinkedInComments or Questions? - kevin@theSMARTsub.com

  Matthew Davis is a lawyer who runs a very successful practice in several cities in Oklahoma and Kansas, he graduated from Cornell College with a Summa Cum Laude and with Distinction. He established a law firm where they help business owners protect themselves and their problems and vulnerabilities. In this episode, Matthew explains how he observed what people hate in the law industry and looked for a way to change that. He also explains the concept of protecting your business and how he’s trying to change the law to structurally and systematically help people protect themselves from problems and vulnerabilities causing problems. Listen in to learn about the nine external and internal vulnerabilities where your threats come from and how to systematically protect your business for effectiveness. Some Questions I Ask: [6:35] Why did he pick the quarter-million to $10 million in revenue range; did it naturally happen? [17:02] Is it that a lot of businesses do not identify who are the A players versus the C players or if they do identify, do they just not make the decision to transition that employee? [21:58] How did he find himself in this line of work? [32:17] Is there a moment as a business owner when he hit the crossroads on which path to choose? [37:18] What does owning a business allow him to do? [47:35] What would he tell someone who is actively seeking the next level of success? In This Episode You Will Learn: [1:45] Matthew speaks candidly and frankly about the court system [3:39] How to prevent the things that you can and prepare for the ones you can’t in your business. [6:45] How the law is not set up to structurally and systematically help people protect themselves against problems. [13:09] Understanding the concept of protecting your business. [22:11] Matthew explains how he got into law and fixing what people hate in the industry [30:28] The things ‘external vulnerabilities’ that your lawyer should be understanding [32:48] The moment when his firm’s mission of taking care and protecting people was heavily reaffirmed [37:21] The six essential departments ‘allies’ to build up underneath management [40:29] How Matthew has mastered working on his firm, not in it [42:30] Matthew explains his love for art outside of work and the books he’d recommend [47:46] How to actively aggressively go after success [49:17] He explains his future plans with the law firm, writing, and being an entrepreneur Books Mentioned: The Bottom of the Pool by Andy Andrews Simple Numbers, Straight Talk, Big Profits! 4 Keys to Unlock Your Business Potential by Greg Crabtree The Go-Giver by Bob Burg Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman Great by Choice by James C. Collins Profit First Mike Michalowicz Youtility by Jay Baer   What can you do today? To Be Productive. Effective. Perform at your best. Even now. Are you struggling to stay focused? If you have the right framework, it takes the guesswork out of Productivity. Get our FREE mini-series 4 Steps: Doing More in Less Time Visit http://www.pivot-me.com/4Steps/ to get it TODAY!      

In this episode we talk to Jason VandeBoom, Founder & CEO at Active Campaign. If you like this episode, you'll probably also love... ....this book: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days Are you getting every B2B Growth episode in your favorite podcast player? If not, you can easily subscribe & search past episodes here. You can also find us on Apple Podcasts or Spotify.

In this episode we talk to Jeff Breunsbach, Director of Customer Experience at Higher Logic. If you like this episode, you'll probably also love... ...this past episode: #CX 9: The First 100 Days with Joey Coleman ....and this book: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days Are you getting every B2B Growth episode in your favorite podcast player? If not, you can easily subscribe & search past episodes here. You can also find us on Apple Podcasts or Spotify.

Amy Austin, a marketing and branding strategies guide, allows her clients to embrace the power of purpose in all aspects of their business and transform it into the central storyline of their branding and marketing strategies. Her focus on empathy and building authentic relationships comes from nearly 20 years building successful marketing campaigns and brands in the health care sector.   Questions   Could you share with us a little bit about your journey? It says here that you have nearly 20 years experience building marketing campaigns and brands in the health care sector. How did you get into that? And tell us a little bit about your journey in the health care sector, working with different brands and building in different campaigns. Can you share with us how it is that a company can make branding look like a real business instead of something that they're doing themselves? But more importantly, how can we make sure our values and our brand is reflected in our customer experiences? What are three core values that you think across the board that should be translated into the actual experience that the customer or the patient is having? Can you share with us what's one online tool, website or app that you absolutely can't live without in your business? Maybe give us one or two books that you've read either recently or maybe a book that you read a long time ago that has had a really good impact on you. Share with us what's one thing that's going on in your life right now that you're really excited about, either something you're working on to develop yourself or your people. Where can our listeners find you online? What is one quote or saying that during times of adversity or challenge, if you need to remind yourself of this quote to kind of help you to refocus or just to get back on that path to achieve what you're trying to achieve? Highlights Amy shared that she started right out of college, she got a job at a radio station and it was at a time when that particular station was going through a lot of leadership changes. And so within six months of being there, she was feeling very insecure as a first time professional job. And she was seeing all these people get fired or leave. She was like, “I need to find an exit strategy.” Her exit strategy happened to be a job opening at a large tertiary healthcare system in her home state of South Dakota.   And she started working in their communications department. And it's funny because when she started working there, she had a number of people ask her, “Marketing in a hospital, what are you doing? Promoting people getting sick?” She was like, no, that would not be what we're doing.   What we're doing is trying to make sure that when you do need the service, you're fully aware of where it is you might want to go. So that you don't have that stress in the moment of when you really need it, that you're not having to try and figure out where is the best place for you to go. She always laugh about that because it's like, “No, no, no, no, we don't want people to be sick. We really don't want them to use our services but when they do, we want them to know we're here.”   So, she stayed at that particular hospital for about 5 years and really enjoyed what she was doing. She got to learn a lot about paediatric healthcare, women's healthcare, and helped lead some brand development in both of those areas, as well as the affiliated Wellness Athletic Center that was owned by the health system that she worked for. And then not long after that, she started working at the University of Iowa in Iowa City, Iowa. And she’s not sure if they've ever been able to prove this point, but they always like to say that they were the largest academic medical center by square footage.   And like she said, she’s not sure that they were ever able to validate that point, but they like to say it on occasion. And she worked there for 12 ½ years. And during that time, she served as the primary liaison with their advertising agency to develop out all of their image campaigns. So, their television, radio, print, sometimes billboard, sometimes the online component fell into that. But that usually was more specific to the actual services as opposed to that bigger umbrella image message that they wanted to get out there.   So, during that time, she worked on 8 or 9 different large campaigns to help build awareness. She also led the effort to change the name of their children's hospital to be more closely aligned with the university name as opposed to what it had been. And really just really got to know a lot about the different aspects of healthcare, how we recruit staff into the facility, because nursing is a high demand job and there's not as many people going into nursing.   And so, it's typically an area that there are a lot of job openings and not enough people applying for them, and so she worked with their nursing leadership to develop a recruitment campaign at one point that helped their facility go from a 18% vacancy rate in terms of positions that needed to be filled down to a 3% vacancy rate. Prior to that, how they were filling those positions was with travelling nurses and so they would come in and work for 6 months and then they'd move on to somewhere else.   And so, what they wanted as an organization at that time was really to get nurses who were fully employed and fully vested with their organization, as opposed to somebody who was just going be there for a period of time and move on.   And so, they were able to do that. And it was an exciting campaign to be on because we really were able to see the benefits quickly of how appreciative the nursing staff was to have somebody next to them that they knew was going to be here for the long term. And there was just a difference in morale across the nursing staff as they started to fill those open positions with employed staff as opposed to travelling staff.   And so that was exciting. Obviously, the roll out of the name change of the children's hospital was also a really exciting project to be part of. Part of that, too, as if you ever need to know where to find a mascot costume, she has those resources as well because they ended up developing a mascot for the children's hospital and she had to find a place to make the costume, which was not anything she ever thought she would do in her career.   But she did found a company in Canada, not sure if they still exist or not, but did find them and rolled out a new mascot for their children's hospital, which was a lot of fun.   Amy shared that she has worked on her own now for 8 years and through the course of that time, what she has realized in working with a variety different clients in different aspects of different stages of their business and in different industries, not just healthcare anymore, is that a lot of times they rush to just get marketing strategies out the door.   They want to see something happening and coming back into their business, and they believe the best way to do that is to get an ad out the door or get something on Facebook or whatever that might be. And oftentimes what ends up happening is that they end up frustrated and feeling like it didn't produce the results that they wanted.   Well, when you peel back that and really look at why, it's usually because they haven't done the work to truly know what their brand stands for. Why did they start their business? What do they stand for? Where's their mission and vision? Where are they hoping to go in the next 5 years? And really understood and developed out a strategy for what their brand and their marketing needs to look like.   So they've gone and thrown out a message that maybe doesn't align with what they're doing or it doesn't attract the right audience. And so then it fails and so when you do that foundational work first. And really get that clarity around who you are, what you're doing, why you do it, how you do it and who you're doing it for. Then you can understand what issues are they facing at the time that they need my service? What problems are they trying to solve that is causing them to get really frustrated and seek out someone or something to be able to help solve that problem? And that's where you come in as that brand to be able to help them.   And they see themselves in that message and they're willing then to take a chance on you or they start building some trust and relationship and work with you. Then you're going to start seeing better success in those marketing strategies that you're putting out the door. And you're going to feel good about them. And what she likes to tell her clients is that by doing this work, by understanding your brand and what elements of story are going to be really important to that target audience that you're looking for and also what experience pillars you want to put in place when you’ve done those things, the end result that you’re going to have. You’re going to have clarity, consistency and confidence in your marketing.   Clarity to understand what it is that you’re talking about and who you’re talking about, what the messages are. Consistency because you’re going to say the same thing over and over, even if it’s not exactly the same thing, your customers are going to know that it came from you because it sounds the same. And confidence in that you're doing the right thing. You're going to feel better about putting those messages out and feel that calming sense of, “Okay, I'm doing the right thing.” instead of that phonetic feeling of “I'm not sure if this is the right thing to do, but I'm going to do it because I feel like I have to.” And when you have that feeling, not only does that make you nervous, it also comes off in what you put out in front of people regardless of what avenue or what tactical measure you're doing.   If it's a video, if you are in front of a camera and you're feeling that uncertainty and anxiety, the person watching your video in the end is going to see it and they're going to hear it in your voice. Whereas if, you know, if you go into producing that video with a certainty of what your messages, of what you want to accomplish with it, of who you're speaking to and what it is they need from you at any given moment.   You're going to have a confidence and an air of calmness that is going to come off as authority and they're going to see empathy from you as well. And they're going to want to come work with you or buy your service, whatever it might be, whatever transaction that you're making with them. They're going to feel confident in doing it.   So, you're not only projecting yourself with confidence, but you're also instilling confidence in your target audience that they are making the right decision.   Me: So those are some things that we can do to ensure that our brand and our values transcend into our customer experience. As it relates to customer experience in the healthcare sector, what are three values that you think should definitely be transcended in all healthcare experiences to show that you are really an organization or a healthcare facility or institution that is driven by your customers experiences, whether you are a medical facility, a blood bank or a hospital regardless of the avenue of healthcare that you offer.   Amy shared that first and foremost, she thinks that you need to treat your patient as a person. If you are not doing that, if you're not thinking about this person who's sitting across the exam table from you or in this room or any exchange that you're having, “This person could be my mother, my brother, my sister, some family member. How do I want them to be treated?” If you are not treating them in the way that you want to be treated, you need to take a step back and think about why not?   “Why am I not doing that?” And what do you need to change in order to be able to get to that position? She can think of times when you go and check in at a clinic appointment and they're rushed because they're also answering phone calls and they're trying to check in the person ahead of you, they've got 7 or 8 different things going on around them that then they get to you and they're frazzled.   Well, fine. But take a deep breath. Give this patient that you're now checking in your full attention and just do the job that you need to do. And don't let all of the other things that are going on around you as the person doing the checking in interfere with that interaction that you have with that person because they maybe don't want to be there either.   You don't really want to have to go to a physician or to a clinic, chances are you're there because you're sick, you're not feeling well, a loved one is sick, not feeling well, and you need help. And so you're dealing with people at the most vulnerable time of their life. And show them some grace and be patient and be willing to help them understand what's going on. Be clear in what you're asking them to do next, where do they need to go, how long will it take.   Just have that transparency, that's another value that she believes you should have in healthcare but in any organization. If you can't be transparent in what's going to happen next in their journey, they've decided to work with you. So what's next? What are we going to do next? How do we get started? Whether it's in healthcare, have a seat here, we'll call you back if you're not called back in the next 10 minutes or whatever your window of time is that is deemed acceptable by your organization. Let them know, “If you're not called back in 10 minutes, please let us know and we'll find out what's going on. And we'll give you an idea of how much longer it's going to be, if it's going to be delayed further.”   But the same is true for any other business. What's the next step in the journey of working with you? When I bring in a new client, it's what happens when we sign the dotted line. Now, what's the next step? So, maybe it's a discovery call, maybe it's a in-depth fact finding mission, whatever that is, let them know what it is, set the clear expectation of how long that's going to take, what the process is going to look like and when it's going to be finished.   Me: So it's almost like you're trying to get clear on what the customer journey is.   Amy shared that she thinks when you are working, it doesn't matter what type of business you have, and it’s all about building a relationship. You can't have a business if you don't have somebody who's willing to use your service. She can say she has a business, but if she has no clients, does she have a business?   No, not really. So, it is about building experiences because those experiences are going to help you know what works and what doesn't work. But it's also going to give that person an opportunity to say, “Wow, I had a great experience working with Amy recently.” or “I had a great experience working with X, Y, Z clinic recently. And I would highly recommend you go back to them.” Then you’re going to start getting that word of mouth.   Think about that. Who do you tend to believe more? Somebody that you know that has had experience with a service that you're considering? Or an ad on Facebook? You're going to take the word of the person who you know because you can ask them questions, you trust them already, you have a relationship. Marketing and branding is about creating relationships.   Me: Good answer, thank you, Amy. So we heard that you need to have empathy, you need to be transparent and you need to work on building relationships that there's a lot of trust equity involved in it so that people can trust you, they know what to expect. They're clear on what is going to happen next in the customer journey and you're not surprised because it's that element of surprise a lot of times that causes customers to really get upset and then you have to run into service recovery.   Amy shared that she recently started using Trello and as she’s getting more into using it and figuring out some of the power behind it, of tracking things like with her own podcast. She has started doing a lot more tracking of when she has talked to somebody to be a potential guest and putting notes in there. And then when she has recorded it and just moving them up the chain within that and really tracking what she’s doing with them and that's been very helpful to keep track of that and she has used it with some of her client work as well. So, she really likes Trello, but she fully knows that she doesn’t know the full extent of what it can do for her.   When asked about books that have had a really good impact, Amy shared that she can give two. The first one, Start with Why: How Great Leaders Inspire Everyone to Take Action by Simon Sinek. For her, reading that and then really starting to internalize what it all meant has made her see correlations that she didn't see before. Such as, one of the physicians that she used to work with very closely, her very first meeting with him, he said to her, “My ultimate goal is total world domination.” And she looked at him and said, “I don’t have budget for that. I seriously don’t have budget to be able to support you in that but I will do whatever I possibly can to help you do that.”   So, fast forward several years, she ended up having her mom see him as a patient. And then she got to see how he worked on the other side. And as she watched him worked and she saw how his clinic operated and she thought back to different experiences that she had had with him and that phrase, “Total world domination.” She started to see that what was happening was exactly what Simon Sinek talked about in that book.   When you have clear sense of purpose and you surround yourself with other people who are bought into that purpose, but bring different strengths to the table to be able to lift that purpose up. You're going to achieve a greater sense of success. And she was able to see that in a way that she hadn't been able to see when she worked with him because she was internal only. That and the fact, she hadn't read the book yet at that point. So, she didn't know what she didn't know at that timeframe.   But watching how that all came together and knowing some of the things that she knew about the background of how he works and the fact that his staff retention in that particular clinic is very high, that when his physicians that worked in his department would leave our academic medical center and go to another one, they went for positions that were higher up. It was not a lateral move. They went for promotions. His employee retention was high; his patient satisfaction scores were some of the highest in the organization.   All of those things factor in to the fact that he was very clear on his purpose, very clear on his why within the department, the people that he hired and brought in were recruited because he had residents and fellows working through there as well. They were all bought in on that same mission. They understood it, and as a result, the patient was very well taken care of, the family was very well taken care of. And it just all merged and melded together really, really well.   And it was exciting to see and as a result of that, she built that process into branding work that she does with clients. She makes sure that they understand what their purpose is and really understand how it impacts those around them and who they bring onboard. So that's one book that was very influential for her.   The other book is Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman. She interviewed him for her show as well. Fabulous book and she has started incorporating his eight pillars of customer experience into the work that she does with clients as well.   But she thinks the quote from him in that book that really stands out to her is his definition of that, “Customer service is reactive and customer experience is proactive.” And she had never really thought of that different definition until she read his book. And now she looks at it and she thinks that all the time, like, how can you proactively run something off at the pass so that you don't get into a position of having to serve them, but that you are creating the experience for them that they didn't know they even wanted.   She loves his book and she heard an interview with him recently that he is working on a book that is geared towards recruitment of employees so that you bring in employees, that you create that experience around recruitment and hiring in the same way, because those hundred days are so critical as a new hire, just as much as what they are critical with a new relationship with a client or a customer.   Me: Very true. And I mean, I think recruitment is very important to business as well. It's just as important as the customers or clients that you're serving, because the people who are serving your customers have to have the right attitude, they have to be aligned with, as you said, a vision and a core values and a cultural beliefs. And it's not just about what you have on paper or what you have on your website in terms of what you believe or what you think you should be doing. But it’s also in the behaviours; the actions that come out, what are they doing? Their response time, how accommodating are they, how solution oriented are they, an issue comes up on and it's a serious problem, do they take it as serious and do they deal with it as critically as how the customer’s perceiving it as critical? All of those I think fall into recruitment, because if you get people who don't really value those things, it's going to be manifested in their behaviour.   Amy agreed and shared that you can't see her, but she was sitting there shaking her head through everything that Yanique said. And the way that you get that is by understanding what as a brand do you stand for? What will you accept? What do you want people to think of you? And the only way that you can create that idea in their mind is to live it as your brand, prescribe it.   She thinks one of the things that businesses tend to fall down on when they hire people is they don't train for their brand. They hire someone and they maybe don't even give them an on boarding, let alone any kind of training, but if you would take a couple hours and just walk through, “Here's what our brand stands for. Here's what's important to us. Here are our expectations as it relates to experience. I expect you to answer the phone this way, I expect these things.”   If you have a brick and mortar store, here's what I want you to do in terms of how you greet somebody, give them the autonomy but in order to give them autonomy, they have to know what the boundaries of that autonomy is.   Amy shared that they went out for supper last Saturday night and went to a place that they go to frequently. First time that they'd been at their restaurant since all of the pandemic and the reopening and they sat on their patio. They ordered food, they waited, they waited, they waited, they waited, which was very uncommon for this restaurant for them to ever wait as long as what they did. Well, come to find out they thought they had wanted it to go. So, they packaged it up as a to go order and had it sitting on a counter ready for them to pick up.   They were eating on their patio, so when they finally realized this, they got them their food right away. They were very apologetic and the onsite manager that came out and talked to them, he said, “We're really sorry. Can we give you a gift card to make this up to you?” Now, somebody had to train him to know that it was okay for him to offer that. That's part of their brand expectations, it's part of the experience that they want, the ideal experience that they want their customers to have did not go as it was supposed to.   So, now how do we go into that service recovery mode? What can we give them? How can we make this right so that they will come back to us? And he did that but you have to train that and you can't just expect somebody to know that on day one, that they have the ability to be able to do that. Or maybe it's certain people have the ability to do that and so they need to escalate it.   Maybe the person who took their order didn't have the authority to be able to give them the gift card but the manager who is working that night did. Fine, escalate it up, make sure that it gets to the manager, he comes and talks to them but it brought the whole experience full circle. It did start off as an experience and ended up having to go into that service or recovery mode and they walked out feeling better about what happened. They understood, they're like, “It's okay, the food is still good. We're not going to hold it against you, we'll still be back.”   Amy shared that one thing that she is working on that she is getting more excited about, as she’s doing a little bit more, she’s kind of in the mode of doing some customer discovery of creating a marketing mastermind that she will start offering. And so she has been reaching out to different people who she thinks would be kind of within the ideal target audience of what she’s looking for and asking them some questions and seeing, “Is this a service that you need? What would it look like for you? What would need to be part of it in order for it to be valuable?”   So she’s doing her own due diligence and doing what she tells her clients to do when they're looking at creating a new service. Talk to the people who you want to offer this to and find out what they really need. Just because you think, you need it. It may not mean that they need it. Their pain point might not be great enough yet for it to be necessary for them. So, that's one thing she’s excited.   The other thing is, just this gradual reopening of back into whatever our normal is going to be is exciting. But it's also been really nice because she has been able to spend more time with her daughter. She has a 13 year old. So, they've been able to spend a little bit more quality time together than what they have had. When she's busy with all kinds of activity, school activities and such. So, that's exciting as well.   Amy shared listeners can find her at – www.austinmarketingoncall.com Podcast - The Pursuit of Purpose with Amy Austin Twitter - @AmyMAustinMktg LinkedIn – @amymaustin     When asked about a quote or saying that helps her to refocus, Amy shared that the one that she come back to the most is Simon Sinek, is that, “People don't buy what you do; they buy why you do it.”   Me: So, people don't buy what you do, but they buy why you do it. And it really goes back to what you were stating earlier about understanding your purpose, understanding your why. What problem are you actually solving, if you can get clear on all of that and in training staff on that, and recruit according to that, then you would definitely have a business that's geared towards success.   Please connect with us on Twitter @navigatingcx and also join our Private Facebook Community – Navigating the Customer Experience and listen to our FB Lives weekly with a new guest   Grab the Freebie on Our Website – TOP 10 Online Business Resources for Small Business Owners Links Start with Why: How Great Leaders Inspire Everyone to Take Action by Simon Sinek Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman   Do you want to pivot your online customer experience and build loyalty - get a copy of “The ABC’s of a Fantastic Customer Experience.”   The ABC's of a Fantastic Customer Experience provides 26 easy to follow steps and techniques that helps your business to achieve success and build brand loyalty. This Guide to Limitless, Happy and Loyal Customers will help you to strengthen your service delivery, enhance your knowledge and appreciation of the customer experience and provide tips and practical strategies that you can start implementing immediately! This book will develop your customer service skills and sharpen your attention to detail when serving others. Master your customer experience and develop those knock your socks off techniques that will lead to lifetime customers. Your customers will only want to work with your business and it will be your brand differentiator. It will lead to recruiters to seek you out by providing practical examples on how to deliver a winning customer service experience!

Most recently on The Marketing Book Podcast to discuss his book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days, customer experience visionary, international keynote speaker and bestselling author Joey Coleman joins the (hopefully) limited time series, Authors in Quarantine Getting Cocktails to talk about being quarantined in Boulder, Colorado, what some companies are getting spectacularly right in light of the pandemic and the long-term implications. Cheers! Click here for show notes! https://www.salesartillery.com/authors-quarantine-cocktails/joey-coleman

In this episode we talk to Joe Sullivan, Founder of Gorilla 76. Check out the book Joe mentions in this episode here: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days Now you can more easily search & share your audio content, while getting greater visibility into the impact of your podcast. Check out Casted in action at casted.us/growth Are you getting every B2B Growth episode in your favorite podcast player? If not, you can easily subscribe & search past episodes here. You can also find us on Apple Podcasts or Spotify.

 Learn how to create the kinds of experiences that keep your customers and your employees loyal, focused, engaged and committed Know 'The Right Process' of keeping and retaining clients Discover why the First 100 Days® after the sale and the interactions the customer experiences is the key to building customer loyalty and not about focusing on marketing or closing the sale Resources/Links: Download the Free Chapter of Joey's Book: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days: https://joeycoleman.com/book/ Summary For over a decade, Joey Coleman has helped organizations retain their best customers and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He is a multi-award-winning speaker at both national and international conferences and his book Never Lose a Customer Again is ranked as one of Wall Street Journal's bestsellers. In this episode, Joey shares his specialty in creating unique, attention-grabbing customer experiences and talks about the importance of making personal and emotional connections with your customers. Check out these episode highlights: 02:03 – Joey's ideal client: "My ideal client is an organization that has realized that only focusing on acquiring new customers is a long-term recipe for failure." 02:42 – Problem Joey helps solve: I help companies keep their customers. All too often companies are focused on acquiring but not retaining. 03:22 – Typical symptoms that clients do before reaching out to Joey: "They're going to be seeing increased or high levels of churn. If you're not, start paying attention to that. They're going to be experiencing struggles with employee morale, because the customer situation and the customer relationships are so afraid and strained, that it's causing issues within the company." 04:20 – Common mistakes people make when trying to solve that problem: When they realize that they're hemorrhaging. They try to go get new customers, instead of solving the problems. 05:38 – Joey's Valuable Free Action(VFA): Actually writing a handwritten thank you note to your existing customers, telling them how much you appreciate their business, how much you value that relationship and how committed you are to continue to serve them well. 06:11 – Joey's Valuable Free Resource(VFR): Download the Free Chapter of Joey's Book: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days: https://joeycoleman.com/book/ 06:49 – Q: "What is the benefit that you get as an organization from focusing on your customer experience?" A: Customer experience and employee experience are two sides of the same coin. As you polish one, the other happens to brighten. As your customer experience goes up, your employee experience goes up. Tweetable Takeaways from this Episode: Transcript (Note, this was transcribed using a transcription software and may not reflect the exact words used in the podcast) Tom Poland: 0:09 Hello everyone, and a very warm welcome to another edition of Marketing The Invisible. My name is Tom Poland, joined today by Joey Coleman. Joey, a very warm Australian good day, welcome. Where are you hanging out, sir? Joey Coleman: 0:20 Good day, Tom. I appreciate being here. I'm actually at my home in Boulder, Colorado, which is pretty much the almost exact opposite of Australia in terms of both longitude and latitude. So, it's a pleasure to be here.

 Learn how to create the kinds of experiences that keep your customers and your employees loyal, focused, engaged and committed Know 'The Right Process' of keeping and retaining clients Discover why the First 100 Days® after the sale and the interactions the customer experiences is the key to building customer loyalty and not about focusing on marketing or closing the sale Resources/Links: Download the Free Chapter of Joey's Book: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days: https://joeycoleman.com/book/ Summary For over a decade, Joey Coleman has helped organizations retain their best customers and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He is a multi-award-winning speaker at both national and international conferences and his book Never Lose a Customer Again is ranked as one of Wall Street Journal's bestsellers. In this episode, Joey shares his specialty in creating unique, attention-grabbing customer experiences and talks about the importance of making personal and emotional connections with your customers. Check out these episode highlights: 02:03 – Joey's ideal client: "My ideal client is an organization that has realized that only focusing on acquiring new customers is a long-term recipe for failure." 02:42 – Problem Joey helps solve: I help companies keep their customers. All too often companies are focused on acquiring but not retaining. 03:22 – Typical symptoms that clients do before reaching out to Joey: "They're going to be seeing increased or high levels of churn. If you're not, start paying attention to that. They're going to be experiencing struggles with employee morale, because the customer situation and the customer relationships are so afraid and strained, that it's causing issues within the company." 04:20 – Common mistakes people make when trying to solve that problem: When they realize that they're hemorrhaging. They try to go get new customers, instead of solving the problems. 05:38 – Joey's Valuable Free Action(VFA): Actually writing a handwritten thank you note to your existing customers, telling them how much you appreciate their business, how much you value that relationship and how committed you are to continue to serve them well. 06:11 – Joey's Valuable Free Resource(VFR): Download the Free Chapter of Joey's Book: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days: https://joeycoleman.com/book/ 06:49 – Q: "What is the benefit that you get as an organization from focusing on your customer experience?" A: Customer experience and employee experience are two sides of the same coin. As you polish one, the other happens to brighten. As your customer experience goes up, your employee experience goes up. Tweetable Takeaways from this Episode: “Create the kinds of experiences that keep your customers and your employees loyal, focused, engaged and committed.” -Joey ColemanClick To Tweet Transcript (Note, this was transcribed using a transcription software and may not reflect the exact words used in the podcast) Tom Poland: 0:09 Hello everyone, and a very warm welcome to another edition of Marketing The Invisible. My name is Tom Poland, joined today by Joey Coleman. Joey, a very warm Australian good day, welcome. Where are you hanging out, sir? Joey Coleman: 0:20 Good day, Tom. I appreciate being here. I'm actually at my home in Boulder, Colorado, which is pretty much the almost exact opposite of Australia in terms of both longitude and latitude. So, it's a pleasure to be here. Tom Poland: 0:32 I'm sitting on the sand next to the waves, and you're sitting on the snow next to the mountains. Joey Coleman: 0:36 Yes, sir. Tom Poland: 0:37 And I believe you're there like seven days a month.

Joey Coleman is the author of the Wall Street Journal best seller Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days and is customer experience expert. On this episode of The Salesman Podcast Joey explains how we can take new customers and turn them into live long advocates which substantially […] The post #631: Never Lose A Customer Again (Powerful Hack To Smash Sales Quotas!) With Joey Coleman appeared first on Salesman.org.

Want to know how to take the #1 life skill and apply it to your business so you can reach the top of your field? Or maybe you're interested in learning the quickest and most effective way to increase your profits by up to 100%? In this episode you'll hear from Joey Coleman, the Customer Experience Expert and Coach working with NASA, Hyatt Hotels, and Zappos. One of the biggest drivers in business is the ability to retain the customers, which is why Joey is sharing how you can stop wasting money on marketing and start saving money by investing in the customers and relationships that will transform your success into actual value. Listen in now!   “The more money you have, you just become more of what you were before you had money.” -Joey Coleman   Slide Into The DM On Instagram To Talk Want All Day Energy? Find It Here Vince Del Monte's 7-Figure Mastermind Give Me 2 Days And I'll Show You How To Build A 5-, 6-, and Even 7-Figure Online Fitness Business – Even If You're Starting From Scratch   Timestamps: 7:25 - If you have people leaving your services, then you have a tool for future success. Find out how to use this tool and create the best customer experience through your employees 17:58 - The 3 issues of your customers' experience that will always cause you to lose their commitment in the first 100 days of your relationship with them 31:45 - Did you know you're wasting money on marketing? Joey reveals why it costs less to build your relationships than to create new ones 43:57 - Joey doesn't care how much money you make, you won't be living a successful life if you don't start doing these things 51:00 - Use the greatest skill any person can have to reach the TOP of your field, no matter what career you have 1:05:50 - The #1 thing you need to invest in to create the most comfortable and motivational customer experience 1:14:50 - What EVERY business owner should do to refine the 8 phases of your customer experience and employee training 1:25:00 - How to use your customers' birthdays to revolutionize their experience with your business   Resources: Jonathan Goodman   Connect with Joey: Twitter LinkedIn JoeyColeman.com Experience This! Podcast by Joey Coleman and Dan Gingiss Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman   Connect with Vince: Facebook Instagram YouTube Email VinceDelMonte7FigureMastermind.com

On this episode, I sat down with Shaina From repurposedhouse.co (https://repurposehouse.com/?rfsn=2211864.b6a979) Shaina is a badass and brilliant marketer. Her company is the perfect resource for any podcaster, Youtuber, or any content creator looking to stretch the usage of their content to the MAX. In this episode, we dive into unique ways to t (https://repurposehouse.com/?rfsn=2211864.b6a979) , the Gary Vee Content Model (which I’m a huge fan of) and we unpack Shaina’s podcast strategy for 2019, how to create audiograms for free and much more. Be sure to checkout repurposehouse.co (https://repurposehouse.com/?rfsn=2211864.b6a979) If you are not repurposing your content this 2019, you are super behind the game. - Shaina Weisinger Timestamps: 0:38 How did Shaina started with the concept of Repurpose House 1:10 Why providing value is important in creating video content 1:33 Do not create one content and let it die 4:00 Shaina’s backstory on how she started on Marketing 6:51 Smart ways to repurpose your podcast content 8:47 Where most of the creators get content to repurpose 12:26 The best size for your video content 13:31 How do Repurpose House practice what they preach 15:32 Gary Vee’s content model 16:15 Step by step Shaina’s podcast strategy 19:49 How to get your podcast on Pandora Internet Radio 20:23 Create audiograms for your IG stories 23:33 Shaina’s big takeaways from her podcast guests in The Content Coalition (https://itunes.apple.com/us/podcast/the-content-coalition/id1451371933?mt=2) 27:04 Creative ways people make use of Repurpose House (https://repurposehouse.com/?rfsn=2211864.b6a979) 30:28 Future plans for Repurpose House (https://repurposehouse.com/?rfsn=2211864.b6a979) Resources: THE GARYVEE CONTENT STRATEGY: HOW TO GROW AND DISTRIBUTE YOUR BRAND’S SOCIAL MEDIA CONTENT (https://www.garyvaynerchuk.com/the-garyvee-content-strategy-how-to-grow-and-distribute-your-brands-social-media-content/) The Content Coalition by Shaina Weisinger (https://itunes.apple.com/us/podcast/the-content-coalition/id1451371933?mt=2) Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman Connect with Shaina: Website (https://repurposehouse.com/) LinkedIn (https://www.linkedin.com/in/shainaweisinger/) Facebook (https://www.facebook.com/shainakweisinger) Instagram (https://www.instagram.com/shainaweisinger) Connect with Luis: Website (https://podcastdomination.co/) Instagram (https://www.instagram.com/luisryandiaz) Facebook Group (https://www.facebook.com/groups/pdvip/) Facebook (https://www.facebook.com/podcastdomination/) This podcast uses the following third-party services for analysis: Chartable - https://chartable.com/privacy

The Law Entrepreneurs has been around for almost three years now, and I don't have any plans to stop any time soon – and I want to thank all of you for listening, whether you've been with me since episode one or this is your first episode. I didn't get a chance to share my gratitude at the end of 2018 for everything you all have done to support the show, so I wanted to take a moment at the top of the show to thank you all today.   And I've been preparing for the rest of 2019 by doing a lot of reading, and today I want to share what I've learned so far so that we can all head into the rest of the year a little wiser and a little more prepared.   Resources: Register for ABA Techshow at https://www.techshow.com (Chicago, Feb. 27 - March 2, 2019) Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones by James Clear Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman Raving Fans: A Revolutionary Approach To Customer Service by Kenneth H. Blanchard and Sheldon Bowles The Pumpkin Plan: A Simple Strategy to Grow a Remarkable Business in Any Field by Mike Michalowicz   If you've enjoyed the podcast, please head to iTunes and leave a rating & review for the show! It only takes a moment, and really helps me to reach new listeners. You can also head to the website at TheLawEntrepreneur.com for more information on the podcast and my legal services.   --   Thank you to our sponsors! Ruby Receptionist - Virtual receptionist & live call services that will help you grow your office (and save money), one call at a time - to learn more, go to callruby.com/lawentrepreneur or call 844.895.7829 Daylite by Marketcircle – business productivity apps specifically for Apple products, with cloud syncing between your Macs, iPhones, & iPads Spotlight Branding – Web presence and branding for law firms - Get a FREE web assessment at spotlightbranding.com/tle The Law Entrepreneur is produced by Podcast Masters

Craig Cody is a Certified Tax Coach, Certified Public Accountant, Business Owner and Former New York City Police Officer with 17 years experience on the Force. In addition to being a Certified Public Accountant for the past 15 years, he is also a Certified Tax Coach. As a Certified Tax Coach, Craig belongs to a select group of tax practitioners throughout the country who undergo extensive training and continued education on various tax planning techniques and strategies   to become, as well as remain, certified. With this organization, Craig has co- authored an Amazon best seller book, Secrets of a Tax-Free Life.     Contact Craig: www.craigcodyandcompany.com/Dwellynn     Content mentioned: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman https://www.amazon.com/Never-Lose-Customer-Again-Lifelong/dp/0735220034

If it's not great there's a really good chance your new customers will never want to do business with you again. Joey Coleman took the stage at Elevate 2018 to show everyone just how powerful that short amount of time can be for your business. Your only chance is to be obsessed with your agencies on-boarding process to constantly reaffirm their decision. The less you do the more fear and anxiety you allow to creep in and take control of the next buying decision they have to make. Check out Joey's Book: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days Connect With Joey here: joeycoleman.com LinkedIn P.S. The Agency Nation newsletter can make at least half of those 100 days better. 

If it's not great there's a really good chance your new customers will never want to do business with you again. Joey Coleman took the stage at Elevate 2018 to show everyone just how powerful that short amount of time can be for your business. Your only chance is to be obsessed with your agencies on-boarding process to constantly reaffirm their decision. The less you do the more fear and anxiety you allow to creep in and take control of the next buying decision they have to make. Check out Joey's Book: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days Connect With Joey here: joeycoleman.com LinkedIn P.S. The Agency Nation newsletter can make at least half of those 100 days better. 

This week's Wayfinding Growth episode is all about the why, how, who of Great Customer Experience in/for your business. Our special guest for this week’s journey is none other than Joey Coleman from joeycoleman.com. First off before we set sail, you should check out Joey’s book Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. Navigational Instruments Just like wayfinders have charts, compasses, and chronometers, we want you to have the right tools to navigate yourself & your team to success around customer experience. Joey’s book, of course, is one of the tools you should check out! Two big buckets of thought! 8 phases your customer journey through Assess Admit Affirm Activate Acclimate Accomplish Adopt Advocate *** More Information *** Want to learn more about Impulse Creative? https://www.impulsecreative.com Want to learn more about HubSpot? https://www.impulsecreative.com/learn/hubspot Want an in-person HubSpot or Inbound workshop? https://www.impulsecreative.com/services/hubspot-workshops

This week's Wayfinding Growth episode is all about the why, how, who of Great Customer Experience in/for your business. Our special guest for this week’s journey is none other than Joey Coleman from joeycoleman.com. First off before we set sail, you should check out Joey’s book Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. Navigational Instruments Just like wayfinders have charts, compasses, and chronometers, we want you to have the right tools to navigate yourself & your team to success around customer experience. Joey’s book, of course, is one of the tools you should check out! Two big buckets of thought! 8 phases your customer journey through Assess Admit Affirm Activate Acclimate Accomplish Adopt Advocate *** More Information *** Want to learn more about Impulse Creative? https://www.impulsecreative.com Want to learn more about HubSpot? https://www.impulsecreative.com/learn/hubspot Want an in-person HubSpot or Inbound workshop? https://www.impulsecreative.com/services/hubspot-workshops

Joey Coleman helps companies keep their customers. He is 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. His Wall Street Journal number two best-selling book Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days offers strategies and tactics for turning one-time purchasers into lifelong customers. When he's not speaking to audiences around the globe, Joey enjoys spending time with his amazing wife and two young sons in the mountains of Colorado.    Questions   Tell us a little bit about yourself and your journey Could you shed some light on what you wrote in the book as it relates to the eight phases of customer experience, the assessing, the admitting, the affirming? As it relates to your different trips and travels all over and being a subject matter expert as it relates to customer experience, how do you feel about customer experience on a global level? How do you stay motivated everyday? What are some of the online resources, websites, tool or app that you absolutely cannot live without in your own business? What are some of the books that have had the biggest impact on you? We have a lot of listeners who are business owners and managers who feel they have great products and services but somehow, they lack the constantly motivated human capital. If you were sitting across the table from that person, what’s one piece of advice that you would give them to have a successful business. What is the one thing in your life right now that you are really excited about – either something that you’re working on to develop yourself or people? Where can our listeners find you online? What’s one quote or saying that during times of adversity or challenge you revert to this quote to kind of help you to refocus and just get back on track?   Highlights   Joey stated that he has a really eclectic background which he supposes is the polite way of saying he has done a lot of completely random things that made no sense to the outside world as he was going through it. But now with hindsight looking back there's a common thread. He was a Government International Relations Major in College then went straight to law school where he studied Litigation and National Security Law and International Law. He worked for the CIA, the White House and the Secret Service. He was a Criminal Defense Lawyer. He taught executive education kind of nighttime NBA type courses. He ran a division of a promotional products company. He ran an ad agency for over 15 years and now he’s a full time Professional Speaker. So, he travels around the world giving speeches, leading workshops and consulting with clients to help them keep their customers. The thread that ties all of these crazy different jobs and careers in this life that he has had the blessing of leading together is the fact that in each of the positions he held, the way you excelled was to have a keen understanding of the human condition. Why do people do the things they do and what can we do to make them do the things we'd like them to do? And so that's kind of the common thread and that's really what led him to this world of customer experience. He was running his ad agency and of course they were very focused on helping their clients develop websites and ad campaigns and brand identity kits that were designed to bring customers into the fold. But the more he did this the more he realized that customers were running out the back door as quickly as they brought them in the front door. And he quickly realized that focusing on customer retention was actually a more valuable and more important practice than focusing only on customer acquisition.   Yanique agreed that his background is eclectic as it is sure to form great stories when he’s speaking to these different people throughout the world being able to draw on different experiences from different industries. Because it kind of pulls it together because at the end of the day even though he has worked in so many different areas we're still human beings regardless of where we're from or what we do.   Joey mentioned that he is a big believer that regardless of whether you see yourself in a B to B (Business to Business) or a B to C (Business to Customer) or a B to G (Business to Government) environment, whether you're an entrepreneur or a business owner or an employee no matter where you fall in kind of the different things you do as part of your job or career, you're interacting with other human beings and the better we can understand the journey that our fellow humans are on and meet them where they're at the more we will be able to achieve the goals that we have for our business or for our life or for our growth.   Yanique mentioned that she was lucky enough to be one of the persons that Joey sent an advanced copy of his book to Never Lose A Customer Again and she has been reading it and it's been so amazing because it feeds her soul because this is all that she cares about. She’s passionate about customer experience and customer service and there's some valid points that he has in it.   Joey stated that in the book he outlined his way of thinking or kind of the way he has developed in coordination with his clients of thinking about the customer journey and he believes there are eight potential phases that your customers have the ability to go through if you're willing to hold their hand and help them navigate them. All eight phases start with the letter A. He spent enough time working in Washington D.C. and Government not to give an acronym that he was expecting people to remember so he made it easy. The goal is to get your customers to give you straight A's on your report card. All of the phases start with the letter A. The first one is Assess, this is Phase 1. This is when a prospect is considering whether or not they want to do business with you. In common parlance we call this marketing and sales. Then we go to Phase 2 Admit, this is day one of the first hundred days of the customer relationship in the admit phase, the prospect acknowledges that they have a problem or a need that they believe you can help. And so, they transition from being a prospect to being a customer almost as quickly as that happens, they enter Phase 3, the Affirm phase. In common parlance this is buyer's remorse. This is where the customer begins to doubt the decision that they just made. And your job as the business is to counteract those negative and doubtful emotions by reinforcing the wisdom and the benefit of their purchase decision. We then come to Phase 4 Activate. This is the first major experience the customer has with your brand after the sale. So, if you sell a product this could be the unboxing experience or when they get the product home. If you sell a service this could be the kickoff meeting or the first time you start to deliver on the service. He calls it Activate because he thinks it's important to energize the relationship when you formally start working together and are really set the tone for what the interactions and the relationship are going to be going forward. So, we're halfway through the eight phases. Then we come to Phase 5, this is where most businesses start to fall off the rails a little bit. See most businesses deliver the product or service and then they're kind of done and they miss the opportunity in phase 5 to Acclimate the customer to doing business with you. Most businesses have sold their product hundreds, thousands maybe even millions of times. But to a new customer it's the first time they've ever had an interaction with you, so you need to hold their hand and get them familiar with your way of doing business. After that we come to Phase 6 Accomplish, this is when the customer achieves the goal that they had when they originally decided to do business with you. Every customer before they make a purchase decision or when they make a purchase decision has a goal in mind of what they're hoping to accomplish. If as the business, we don't track that and measure whether we're making progress towards succeeding at achieving that goal and then celebrate with the customer when they accomplish that goal we miss the opportunity to validate the original purchase decision. And if you don't successfully acknowledge the accomplished phase you can't get to the last two phases. Okay so the last two phases are Phase 7 Adopt, this is when the customer becomes loyal to you and your brand. They're only going to do business with you, they will happily buy whatever you create. They've definitely become a big supporter of yours. And then last but not least we reach Phase 8, the Advocate phase. This is one that adopting customer becomes a raving fan referring their friends and colleagues to you. So, these are the eight phases that a customer as he said has the potential to go through regardless of what business you're in, regardless of whether your product or service - domestic or international, small, medium or large. All human beings have the potential to go through these phases. It's just a question of whether as organizations we want to help them do it.   Yanique mentioned that she liked the fact that Joey noticed this straight A’s theme. She thinks it's so important to recognize that they cannot become evangelists or advocates of our business unless they've gone through some process. She stated that people think that people are going to walk and speak great things about our organization just because we've sold them an item once or we've sold them an item twice. And it's so much more than that, there's a process that goes through that will convert that person from just feeling like, “Okay, I just did business with an okay company” versus “I just did business with a great company and I need to tell everybody else and I want my friends to shop from them and I want my family members to shop from there.”   Joey stated that all too often he thinks we ask for those referrals too early in the process immediately. For a while it was very popular especially in e-commerce settings when you bought something online for after you went through the checkout cart, they would hit you with a pop-up screen that said, “Who else do you know that would be interested in our product or service?” And they wanted you to enter an e-mail and he’s thinking to himself, “I haven't even received the product or service that I signed up for and you already want me to be sharing it with other people.” It's way too soon. It's kind of like being on a date with someone and you go on a first date and before the waiter takes your order for what you want for dinner your date says, “So, I'd like to meet your mom and dad.” It's too fast it's going to make me anxious I don't want to order then. It’s too early in the relationship. He doesn’t think you should be asking for referrals until the customer has accomplished their goal. That phase 6 level where they achieve the goal they originally had when they decided to do business with you. He thinks after that is when you start to ask for referrals and additional business because they have proven that their investment has had a nice return.   Joey mentioned that one of the things that Yanique probably had learned from some of their exchanges back and forth before scheduling this conversation, he has a tendency to be pretty direct pretty blunt in his feelings and his beliefs which sometimes can get him into trouble but that's the way it goes. He believes it’s a general rule the bar for customer experience on the planet is lying on the ground. He thinks that most businesses do very little to pay attention to customer experience. He’s in this space as well as Yanique and he knows the people that are in this space we work very hard at it. But he thinks globally, it is not nearly given the priority that it needs to be given. He thinks more often than not customer service gets attention, but customer experience doesn't. And he sees a distinction between those two phrases. He defines customer service as something that is more reactive, solving the customers problem, helping them to navigate using your product or service, whereas customer experience he thinks is proactive, it's all the perceptions that your customer has based on all the touch points and interactions they have with you. So, he thinks most companies that are doing anything are just kind of in triage reactionary state. A customer service state as opposed to thinking more holistically, how can we create the most remarkable interaction possible that is going to catch our customers off guard, is going to surprise and delight them and is going to leave them wanting more.   Yanique agreed and stated that it's definitely more of a proactive approach as it relates to customer service and of course customer experiences taking everything into account, more of a holistic approach and not just from a face to face point of view but just every possible touchpoint or channel that the customer could possibly have an interaction with you.   When asked how he stays motivated, Joey stated that he loves what he does. It's pretty easy. Being on stage is such a pleasure and such a delight. He takes very seriously his role and responsibility to educate an audience, to entertain an audience, to keep them engaged. He just absolutely loves it so every day he’s on stage is fantastic and the days he’s not on stage, he’s preparing for the days that he will be on stage. So, it's just absolutely incredible. He also really connects to the message that he’s trying to promote which is we need to care more about each other as human beings. Our businesses have a responsibility to not only take care of our customers but to take care of our employees and those two things have a tendency to feed upon themselves. The better experience you create for your employees, the better experience they can create for your customers, the better experience you create for your customer, the better experience it creates for your employees. It's just a nice little loop that feeds on itself.   Yanique agreed and stated that internal customer service is very important. The health of your organization not just the health of the employees but how they feel about the business is so critical. One of the things that we say in workshops or she’ll ask the participants if their company sells a particular product or service, I always ask them if they're actually a user, do they actually consume this product or service because that to me is a key indication if they believe in the company that they work for.   Joey agreed and mentioned that it's shocking how rare it is. In his experience he asks a very similar question and he’s always amazed at how few of the employees use the product or service and what he’s even more amazed by is that the businesses don't make it easy for their employees to use the product or service. For example, because he travels a lot, he finds himself in restaurants often and one of the things he always like to ask the waiter or waitress when he’s in a restaurant getting ready to order is, what are the two or three things on the menu that are your favorites, what do you like here, what do you recommend or what are the best things. And it never ceases to amaze him how it's very clear the way they describe things that they haven't actually tasted the dish they're recommending. If he ran a restaurant he would have it set up so that every employee in their first month on the job sampled every single dish we serve. And then they had a context and then about every three or four months he’d run them through that cycle again. And he’d give them the chance to try the specials and to try the regular items and to develop kind of their own palate as it related to the menu. It's not just restaurants, this can apply in every business on the planet, “Are your employees actually users of your product or service and customers of your business?” And if they are, what are you learning from them and creating opportunities for them to speak more intelligently about what you offer.   One of the interesting things is we ask our employees to create remarkable customer experiences but many of our employees have never had a remarkable customer experience. He explained that he was at an event recently doing a workshop for a company and the CEO told him, “I want to have first class service. I want to have Ritz Carlton service. I want to have white glove service and create those type of experiences for our customers.” He said, “Okay.” So they got the whole company together and he said, Here's the deal, how many of you have heard the CEO talk about the importance of a Ritz Carlton first class, white glove experience?” and every hand in the room went up, he said great. Let me ask you a few questions. Number one, “How many of you have ever flown first class?” and the CEO proudly raised his hand and the CFO raised their hand and no one else in the room raised their hand. And I said, “Okay, how many of you have ever spent the night at a Ritz Carlton?” and the CEO proudly raised his hand, the CFO put his hand down and still none of the other people in the room had their hands up and then I said, “Okay, one last question. How many of you have ever eaten a meal that was delivered by waiters wearing white gloves?” And no one put their hand up. And he turned to the CEO and said, “It's really difficult to expect our employees to deliver a world class customer experience when they've never had a world class customer experience.” So, if there were one piece of advice that he would give to business owners listening it would be make sure that your employees have a context and a framework for the type of experience you're asking them to provide for your customers.   Joey stated that he is probably one of the least online connected individuals that has ever been on Yanique’s podcast. He uses online resources but they're not very complex, he doesn’t have a huge presence on Social Media and he doesn’t use a lot of different tools but one that he does uses, and he finds to be incredibly effective and has helped his business dramatically is a tool and a service called Mixmax. Mixmax is a scheduling tool, it's kind of an add on that you can connect to your Gmail account or your e-mail account that allows you to click on a little link and offer available appointment times when scheduling, that has made my life so much easier because then when people get that email I can say I’m available at these three or four times. When they click on that time link it automatically books it on his calendar and if he gave the same time as a potential slot to two people when they click on it, it will tell them that that slot is no longer available and offer one of the other ones. It just has taken the 17 e-mails back and forth to do scheduling and really reduced it dramatically and I actually like Mixmax better than some of the other calendaring services because some of the other ones it gives you access to the person's calendar and you can see a bunch of things but you kind of have to figure out where to insert yourself. Whereas this one he feels like proactively says I care enough about you, the person he’s sending the e-mail to say, “I've allocated these particular windows of availability, which one works for you?” and they can focus in on it a little bit more than looking through all of the available times on the calendar.   When asked about the books that have had the biggest impact, Joey mentioned that this is a really challenging but fantastic question because for context, he’s in the process of moving right now and so he just recently packed up their books and they have north of 5000 books in their house. He loves books, he has read a ton of books, he loves being surrounded by books. There are so many books that have had a tremendous impact on him. He thinks back to some of the first business books he read which included Harvey Mackay's Beware the Naked Man Who Offers You the Shirt. Dig Your Well Before You're Thirsty by Harvey Mackay, Dale Carnegie's book How to Win Friends and Influence People. Tons of the writings of Tony Robbins Awaken the Giant Within and just lots of books that he read kind of back in the day when he first was starting. Then there's a bunch of business books that he read kind of as my thoughts around customer experience were evolving. His good buddy Shep Hyken has written a number of fantastic books on customer experience as well as Scott McCain and Jay Baer and mutual friend Dan Gingis. A number of folks that are kind of write more specifically in the customer experience space. He also tried to read fiction from with some regularity because he thinks if we're really looking at the human condition reading fiction helps us to understand people as well. So, he reads everything from science fiction to fantasy to kind of pleasure reading, fiction in the kind of espionage and spy novel space so he tries to read across a really wide swath of genres and topics.   When asked about advice he would give a business owner who lack the constantly motivated human capital. Joey stated that this goes back to that story he told right the best way to motivate your employees is to make sure that they're having an incredible experience. As the business owner, the manager, the executive, your employees are your primary customers. You need to be taking care of them, you need to be holding their hand to navigate them through the 8 phases, you need to be making sure that they're having a remarkable experience when they come to work. And so, he thinks if there was a question around, he thinks there are a lot of business owners that say, “Well our employees just don't get it, they're not motivated, they don't come with the kind of excitement that I need them to come to work.” He usually would ask those type of executives or owners. “Are you excited about the fact that those employees come to work? Do you let them know that, do you show them that in your words and in your actions and in your behaviors?” and usually by the time he gets to that level of questioning they're like, “Well, maybe not as much as I could.” and I'm like great, so there's a huge opportunity for us to improve the employee experience.   Yanique reiterate by saying that the gap that exists why there's constantly motivates human capital is the leadership influence that drives that whole engagement. So, recruitment is critical because you have to hire the right people. But after hiring them, there are things that you need to do to sustain their interest in what they're doing everyday so that they can be motivated.   Joey agreed and stated that you need to sustain your interest. He thinks part of the challenge we have in HR is that it's run like many businesses are run with their external customers. We spend all this time courting, marketing and selling, filling the funnel trying to convince someone to come work for us, trying to get them in the door and then they start, and they show up for their first day on the job and we don't have a desk for them. They don't know what they're supposed to be doing, they don't know anyone to go to lunch with or maybe if we do an onboarding program it's a day or two and then we kind of leave them to fend for themselves. We need to hold our employees’ hands, especially through the first 100 days of the employee relationship. What are we doing to make sure that they're achieving the goal they had when they came to work. Lots of times we don't even ask our employees, “What's your goal? Is your goal to get a cheque? Is your goal to grow a career? Is your goal to explore something new that you haven't thought about before? Is your goal to put to work the things you studied in school and have that be compensated for what you learned?” Every employee has different motivations and by the way those motivations change, they evolve over time. And so, what did motivate them to take the job in the first place six months in might not be the motivation anymore. Employers and managers need to have a finger on the pulse as to what's going on with their employees and that's how you get motivated employees.   Joey stated that there are two things that he’s really excited about right now. One more professional and one more personal. On the professional side, he’s thankful and appreciative of the tremendous support for the launch of the book, when we’re recording this, the book has been out for about 2 months now. They had great success as not only during the launch but since then. He continued to get wonderful feedbacks and reviews on Amazon from people and people sharing how they have been able to put the principles that are outlined in the book into practice in their own business and they are already seeing huge results, so, that’s been super exciting, the book culminates and kind of represents, he would say 20 years of his professional career but it’s really more 45 years of his entire life/career because it’s all the different things that he has been involved with and all the things that he has learned about human beings and trying to put that down on the paper as a way and hopefully provides some value to other people that helps them understand themselves and their customers and their employees better, so that’s been really exciting. On a personal note, in a few days of recording this episode, he will be moving from his home in Evergreen, Colorado which is high in the Rocky Mountains about an hour west of Denver. I'm moving up the state and down the mountain a little bit to Boulder, Colorado where they’ll be a little bit closer to civilization and the wonderful things. Their neighbors will be humans as opposed to bears and mountain lions. They'll will have the chance to kind of have a new chapter and a new experience for him and his wife and their two young boys, so excited about that. Moves that he thinks are a great opportunity to recommit and rejuvenate and set new habits and new practices and so he’s really excited about what this transition offers for his family and their personal lives but also for him and his professional life.   Joey shared listeners can find him at – Twitter - @thejoeycoleman www.joeycoleman.com     Khashf Joey shared that it's both an interesting and a timely question because as you might imagine with the travel schedule he keeps being on the road about two and a half weeks out of the month and just getting back from a trip about a week ago. He was on the road for about three weeks, his family got sick while they were on the road, so he had to reschedule the recording and that's just never fun to have a sick family especially when you're not at home. That makes it even worse and then they get home and they’re moving in two days. So, his quote would be from the incomparable quote master Winston Churchill who said, “When you're going through hell keep going.” That's kind of what he’s been trying to do as of late and he doesn’t want to be overly dramatic, his life is very blessed and he feels very fortunate but there's been a lot of stress lately with the travel and the move and kind of the craziness of the book launch and a number of things and so his goal has been just to keep putting one foot in front of the other, trusting that this will all eventually work out beautifully.   Joey also mentioned that the Nike tagline “Just Do It” is probably if not the best one of the best taglines in the world. He’s not a big fan of taglines because most taglines are watered down platitudes that could easily be given to any company, you could take the tagline and apply it to another company without anyone missing a beat. But he always points to Nike's Just Do it as one of the best out there. Yanique agreed and stated that it can be applicable to any industry or any area, even in kids going to school who are trying to advance themselves athletically or academically, just let them know that at the end of the day the only thing that's holding you back is your own fear. So “Just Do It.”     Links   Mastering Customer Experience and Increasing Your Revenue Online Course   Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman Awaken the Giant Within: How to Take Immediate Control of Your Mental, Emotional, Physical and Financial Destiny! By Tony Robbins Beware the Naked Man Who Offers You His Shirt: Do What You Love, Love What You Do, and Deliver More Than You Promise by Harvey Mackay Dig Your Well Before You’re Thirsty: The Only Networking Book You’ll Ever Need by Harvey Mackay How to Win Friends & Influence People by Dale Carnegie Mixmax  

Joey Coleman knows relationships. Business relationships, romantic relationships. “It’s all part of the human condition,” he says. He also got himself out of 76 traffic tickets. And it’s all because of this one trick: he goes a level deeper. And then another level and another. Anytime I've made money, it's because of this trick. Joey's book is called, “Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days” and I trust Joey. His book and his talks all offer some of greatest value you’ll find for relationships, friendships, entrepreneurship, friendships, solo-preneurship, being an employee. Anywhere and in every area. Links and Resources Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman Also Mentioned Influence: The Psychology of Persuasion by Robert Cialdini My interview with Robert Cialdini  Scott Adams  Tucker Max Tim Ferriss Ryan Holiday Lewis Howes my interview with Barry Michels Mastermind Talks (created by Jayson Gaignard)   Delta Airlines Amazon Attention Pays: How to Drive Profitability, Productivity, and Accountability by Neen James I write about all my podcasts! Check out the full post and learn what I learned at jamesaltucher.com/podcast. Thanks so much for listening! If you like this episode, please subscribe to “The James Altucher Show” and rate and review wherever you get your podcasts: Apple Podcasts Stitcher iHeart Radio Spotify Follow me on Social Media: Twitter Facebook Linkedin Instagram See omnystudio.com/listener for privacy information.

Joey Coleman knows relationships. Business relationships, romantic relationships. "It's all part of the human condition," he says. He also got himself out of 76 traffic tickets. And it's all because of this one trick: he goes a level deeper. And then another level and another. Anytime I've made money, it's because of this trick. Joey's book is called, "Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days" and I trust Joey. His book and his talks all offer some of greatest value you'll find for relationships, friendships, entrepreneurship, friendships, solo-preneurship, being an employee. Anywhere and in every area. Links and Resources Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman   Also Mentioned Influence: The Psychology of Persuasion by Robert Cialdini My interview with Robert Cialdini  Scott Adams  Tucker Max Tim Ferriss Ryan Holiday Lewis Howes my interview with Barry Michels  Mastermind Talks (created by Jayson Gaignard)   Delta Airlines  Amazon  Attention Pays: How to Drive Profitability, Productivity, and Accountability by Neen James   I write about all my podcasts! Check out the full post and learn what I learned at jamesaltucher.com/podcast.   Thanks so much for listening! If you like this episode, please subscribe to "The James Altucher Show" and rate and review wherever you get your podcasts: Apple Podcasts Stitcher iHeart Radio Spotify   Follow me on Social Media: Twitter Facebook Linkedin Instagram ------------What do YOU think of the show? Head to JamesAltucherShow.com/listeners and fill out a short survey that will help us better tailor the podcast to our audience!Are you interested in getting direct answers from James about your question on a podcast? Go to JamesAltucherShow.com/AskAltucher and send in your questions to be answered on the air!------------Visit Notepd.com to read our idea lists & sign up to create your own!My new book, Skip the Line, is out! Make sure you get a copy wherever books are sold!Join the You Should Run for President 2.0 Facebook Group, where we discuss why you should run for President.I write about all my podcasts! Check out the full post and learn what I learned at jamesaltuchershow.com------------Thank you so much for listening! If you like this episode, please rate, review, and subscribe to "The James Altucher Show" wherever you get your podcasts: Apple PodcastsiHeart RadioSpotifyFollow me on social media:YouTubeTwitterFacebookLinkedIn

Many businesses today stress one thing: customer acquisition. As important as this may seem, studies have shown that 20-70% customers stop doing business with a company in the first 100 days. Then what? Ultimately, customer retention will make sales itself. When you keep your customers happy, they will become your best sales team. So how do you work on customer retention? The first step is to understand that, no matter what your industry is, you are dealing with humans. Take into account the human brain. Consider their emotions. Look for where they need support, and what you can do to really show you care about they position they are in. What would you want if you were in their shoes? On this episode of Creative Warriors, we are joined by Joey Coleman. Joey helps companies keep their customers.  He's an award-winning speaker and 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, he shares strategies and tactics for turning one-time purchasers into lifelong customers. Download this episode this episode today to hear how you can keep your customers and turn them into your largest sales force by simply giving them a piece of your heart. THE NEVER QUIT WARRIOR    “Serve emotional needs with nearly telepathic accuracy.” - Joey Coleman My book, LINGO: Discover Your Ideal Customer's Secret Language and Make Your Business Irresistible is now available! Highlights - Life is so much easier if you're nice. You have to account for the human brain and how emotions work. Most companies reward acquisition over retention. You have to believe what you have is valuable. Think about your requests as thought you are doing others favors. Be sure to follow up and check in with all of your customers. Your quality of work still has to be exceptional. No matter what you do you're in an H2H (Human to Human) business. Celebrate the success your clients achieve with your services. Retention can lead to more acquisition. Guest Contact - Joey's Website Joey's Twitter Joey's Book Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days Mentions- 17hats  Resources - 12 Must-Have Mindsets for Uncommon Entrepreneurs! A FREE tool for Creative Warriors to help you get clear on the ways you need to think differently to get the results you want. We've been handed a whole bunch of malarky about who we are and how business works that simply doesn't work for us. It's time to set it straight! This tool will give you the insights you need to think your way to success as a Creative Warrior and keep you on track. Check out the Creative Warriors RESOURCE page! A collection of the best companies, hand-selected, to help you succeed! You'll find vendors, services, products, and programs to help you Create, Serve, and Be Prosperous! All these companies have been used and approved by Jeffrey and most are used every day in his business. Music by Jawn

Ari sat down with Joey Coleman recently to talk about crafting the ideal customer experience and Joey's new book,"Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days." For over a decade, Joey has helped organizations retain their best customers and turn them into raving fans through his entertaining and actionable keynotes, workshops, and consulting projects. As a recognized expert in customer experience design and an award-winning speaker at national and international conferences, Joey specializes in creating unique, attention-grabbing customer experiences. Joey shared how everyone can and should send the message to their customers that "It's good now, but it's going to get even better." There's a bit of neuroscience, psychology, human behavioral science and some straight-up good advice on this episode. Enjoy! [Multiply Your Efficiency in the Less Doing Labs](http://pxlme.me/qbtda9qf "Multiply Your Efficiency in the Less Doing Labs") ------- [Get the FREE Optimize, Automate, Outsource Blueprint here.](https://go.lessdoing.com/blueprint?utm_campaign=blueprint-ari&utm_medium=link&utm_source=podcast) --- Send in a voice message: https://anchor.fm/lessdoing/message

Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman Click here to view the show notes! https://www.salesartillery.com/marketing-book-podcast/never-lose-customer-again-joey-coleman

Joey Coleman (@thejoeycoleman) is a customer experience designer, an award-winning speaker, creator of First 100 Days methodology, and author of the upcoming Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. "We're not paying attention to maintaining the relationships that we claim are important to us." -Joey Coleman What We Discussed with Joey Coleman: Why everyone has customers -- even if we don't own a business. Why the first hundred days of a customer life cycle are the most important -- and if you can get the experience right within this time frame, you've got a customer for life. The eight phases of a customer journey and how they apply to business and personal relationships. The experience mindset -- why it's important and how we can develop it. Why Joey's only gotten three tickets in spite of being pulled over by the police 81 times. And much more... Sign up for Six-Minute Networking -- our free networking and relationship development mini course -- at jordanharbinger.com/course! Like this show? Please leave us a review here -- even one sentence helps! Consider leaving your Twitter handle so we can thank you personally! Full show notes and resources can be found here.

How getting The First 100 Days® right can create lifelong customers, a unique day on the ocean you'll never forget, and the difference between a good salesperson and a great salesperson. Bite-Sized Delights From the Episode: Why The First 100 Days® are key to creating lifelong customers How one company blended information, fun, and experience to create an unforgettable day on the ocean. Why being a great salesperson means being a good person. Why customer retention is one of the best investments you can make. Are You Looking for Things We Referenced? Don't Be a Good Salesperson, Be a Good Person by Sami Halabi Beneath the Waves Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman Smarter CX by Oracle     Get more resources and the full show notes at http://ExperienceThisShow.com. See you next week!

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.