POPULARITY
3 episodes with employee again
3 episodes with employee again
2 episodes with employee again
2 episodes with employee again
2 episodes with employee again
CX Goalkeeper - Customer Experience, Business Transformation & Leadership
We are revisiting one of the most downloaded episodes of the CX Goalkeeper Podcast; we were joined by Joey Coleman, an expert in customer experience and the author of "Never Lose an Employee Again." This insightful discussion peeled back the layers of employee experience, its impact on customer experience, and how businesses can excel in both.Top 3 Key TakeawaysEmployee Experience as a Recruiting Tool: Companies can differentiate themselves in the job market by focusing on meaningful and unique employee benefits. The perks should not only be attractive but also reflective of the existing employee base.The Human Aspect in Leadership: Connecting emotionally and personally with your employees can go a long way in fostering a positive work environment. This connection makes the journey towards achieving business goals more cohesive and enjoyable.The Power of Empathy: As Joey's "Golden Nugget" suggests, "There's always an opportunity to treat humans as humans and to form personal and emotional connections... The best way to create these connections is through empathy."Joey Coleman:Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he collaborates with organizations worldwide, 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. His two books have received critical acclaim, and both were instant Wall Street Journal bestsellers. Never Lose a Customer Again offers strategies and tactics for turning one-time purchasers into lifelong customers, and his newest book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he's spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his fantastic wife and two young sons.Contact Details:https://joeycoleman.com/https://www.linkedin.com/in/joeycoleman1/Joey's booksWith insightful observations and actionable advice, this episode is a must-listen for anyone seeking to enhance their company's customer and employee experiences.Follow, rate, and review the podcast. - Apple Podcast: http://cxgoalkeeper.com/apple- Spotify: http://cxgoalkeeper.com/spotify
In this episode of The Above The Business Podcast, Bradley sits down with best-selling author and customer/employee experience expert Joey Coleman. Known for helping companies like Zappos, Volkswagen, and NASA turn new hires into loyal team members, Joey breaks down how you can dramatically improve retention in your business—not by adding more perks, but by transforming your first 100 days.They explore the "Eight Phases of the Employee Journey" that Joey outlines in his latest Wall Street Journal bestseller, Never Lose an Employee Again. You'll learn how to:Make your new hires feel welcome and confident on Day 1Eliminate first-week drop-off and ghostingMove from transactional hiring to transformational engagementDesign a memorable employee experience that drives performance and loyaltyWhether you're an overwhelmed business owner, a leader trying to grow a team, or just tired of losing great people, this episode is a blueprint for retaining top talent and designing a business that runs without you.
Could your digital business benefit from more physical marketing? Mark Stern is reimagining direct mail with experiential boxes designed to set your customers up for success and extend lifetime value. Mark is a serial entrepreneur and founder of the Custom Box Agency, a design agency that specializes in optimizing the customer journey through direct mail. His innovative work caught the attention of Forbes, which featured him as one of the Next 1,000 Entrepreneurs redefining the American Dream. He was also highlighted in Joey Coleman's Wall Street Journal Bestseller, Never Lose an Employee Again. Before embarking on his entrepreneurial path, Stern was a top-ranked strategy consultant at Deloitte Consulting, the world's largest consulting firm. He is an MBA graduate from Duke University. Stern is also a six-time Spartan Trifecta holder and serves as a mentor at South by Southwest (SXSW), guiding up-and-coming startups. Connecting the Digital to the Physical The idea for the Custom Box Agency was born out of Mark's experience buying online courses. After spending $2,000+ on a course, he was left to print out the workbook or go to the store to track down what he needed to get started. Oftentimes, he didn't end up starting at all. He began to wonder how course creators could better set their students up for success–beyond simply sending swag with the company logo. When Mark started shipping out his boxes, the idea immediately caught on. People shared unboxing videos and became unofficial ambassadors and salespeople for the business. In the first year, Custom Box Agency grew from zero to a million dollars in revenue, all through organic word-of-mouth. The 3 Customer Journeys One key aspect of Mark's custom box business is tailoring the boxes to the customer journey. There are three different types of journeys throughout the customer lifecycle: acquisition, delivery, and retention. And within those journeys, there are multiple steps. On the acquisition journey, prospects might discover you through social media, SEO, or in-person events. After someone finds you, you don't necessarily want to pitch them right away–those are cold leads. So you might nurture them through case studies, demos, or free content to build more of a relationship with them. From there, you have to close them as a customer. What does the point of sale look like? After someone buys your product, you need to take them from onboarding to delivering the value you promised. Retention involves recognizing your clients. How do you celebrate them when they hit a milestone or introduce the next way that you can serve them? If someone goes through one journey, the question is, what's next? Enjoy this episode with Mark Stern… Soundbytes 5:57-6:22 “If you have something digital, you need something physical to complement it. And now, in this day and age, where it's becoming even more relevant, is the rise of AI. We have so much digital content being pumped into the system. When we think about experience, design experiences seen through the senses, everything digital is only what you see and hear. A podcast is what you hear, YouTube is what you see and hear, and Facebook scrolling is what you see. I can activate the kinesthetic, touch, taste, and smell.” 13:28-13:42 “Recognition is huge. How do I celebrate you and see you when you hit a milestone or introduce the next way that I can serve you? So when we think about journey stacking, if people get through one journey, the question is, what's next? And that becomes the retention play. How do I extend the relationship and extend lifetime value?” 25:32-25:57 “How are we thinking about the programs we're creating, and are we engineering a replayable story? And we should be. The example I tell course creators and coaches all the time is, have you ever played a song and then six months later, listened to the song again and it had a new meaning? Or have you ever watched a movie and then years later, watched it again and it was a completely different experience? That's because we evolve.” Quotes “It started this idea of, if you have something digital, you need something physical to compliment it.” “We went from zero to a million in the first year via word of mouth, just because we had a unique perspective on how can we truly set people up for success.” “Swag means stuff without a goal. Stop sending people stuff. Truly engineer the things that they need to be set up for success.” “People love getting surprises in the mail.” “As an entrepreneur, it's important that we hold a bigger vision for our people than they hold for themselves.” Links mentioned in this episode: From Our Guest Website: https://customboxagency.com/ Connect with Mark Stern on LinkedIn: https://www.linkedin.com/in/marustern/ Connect with brandiD Download our free guide to learn 16 crucial website updates that attract more leads and convert visitors into clients: https://thebrandid.com/website-tweaks/ Ready to elevate your digital presence with a powerful brand or website? Contact us here: https://thebrandid.com/contact-form/
As studio owners, we may think hiring more staff will automatically lighten our load and get everything running like clockwork. Many of us have discovered it's not quite that simple. Hiring great team members is just the start. You also need a thorough onboarding process to help each employee thrive. Consider the essential components with Coach Elle Kealy in Episode 646: How to Build a Successful Team, Part 3: Setting Your Team Up for Success. Share the blueprint: emphasize your mission, vision, values and culture Lay the foundation: thoroughly train the basics of the job and your tech tools Provide the building blocks: explain both the how and why of your processes Add the accents: share clear expectations, set goals, answer questions Polish and perfect: assess your leadership style and adjust if necessary For more on nurturing an employee even before they've started at your studio, read Never Lose an Employee Again by Joey Coleman. And implement the practical insights in Episode 646. Catch you there, Lise PS: Join 2,000+ studio owners who've decided to take control of their studio business and build their freedom empire. Subscribe HERE and join the party! www.studiogrow.co www.linkedin.com/company/studio-growco/
Grab a free summary of Joey's book, Never Lose an Employee Again, here: https://trybta.com/DLEP190 To learn more about Breakthrough Academy, click here: https://trybta.com/PCA190 Learn more about Joey and his work here: https://joeycoleman.com/ It sucks to lose good people. Especially when it feels like you did everything you could to keep them, short of a 7-figure salary and 6 months vacation.
Dr. Jay and Brad had the pleasure of hanging out and talking college football with their great friend, Joey Coleman, on TechTalk this week!As a keynote speaker, workshop leader, and consultant, Joey Coleman helps businesses design creative ways to engage their customers and employees - especially in the crucial First 100 Days® of the relationship lifecycle. Joey Coleman has an eclectic background that has seen him defend "alleged" criminals, sell custom research to Fortune 500 executives, race along the Great Wall, juggle in front of the Taj Mahal, emcee charity auctions, work in the White House, sing a solo at the Kennedy Center, and travel to 51 countries (and counting).As a professional speaker who has given thousands of speeches all over the world, Joey Coleman also works with a small number of private coaching clients to develop and hone their speaking skills.His #2 Wall Street Journal best-selling book, Never Lose a Customer Again, discusses the eight phases your customer has the potential to travel through as part of their customer journey and the six tools you can use during that journey to create remarkable experiences for your customers.His newest book, Never Lose an Employee Again, discusses the importance of creating remarkable employee experiences. Published by Portfolio/Penguin, this book is now available via e-book, audiobook and hard back!
In this episode of Grow a Small Business, host Troy Trewin interviews Kristi Herold, founder of JAM, shares her inspiring journey of growing a business from $50,000 in first-year revenue to an 8-figure success over 28 years. With 50 full-time and 400 part-time team members, JAM connects communities through play in 25 cities, offering adult sports leagues and corporate team-building events. Kristi highlights the impact of a people-first culture, 11 strategic acquisitions, and her innovative onboarding process. Tune in to learn how she transformed challenges into growth opportunities while creating meaningful connections that change lives. Other Resources: QFF: Mastering Employee Retention: Insights from Joey Coleman, Seasoned Chief Experience Composer with 20+ Years in Business Leadership, Managing Teams of 50+, and Generating Millions in Revenue. (Episode 520 - Joey Coleman) Success at Waubs Harbour Distillery: Bec Polmear on Building a Profitable Maritime Whisky Brand, Using Ocean-Cooled Techniques, and Creating a Legacy with Authentic Tasmanian Flavors and Global Ambitions in 18 Months of Sales. (Episode 600 - Bec Polmear) An easy way to measure if your customers love you in 21 minutes – use the Net Promoter Score (NPS). And it's FREE. Listen to 'It Pays to Play,' a book by Kristi Herold, on Spotify. Get your copy of It Pays to Play: How Play Improves Business Culture by Kristi Herold on Amazon Why would you wait any longer to start living the lifestyle you signed up for? Balance your health, wealth, relationships and business growth. And focus your time and energy and make the most of this year. Let's get into it by clicking here. Troy delves into our guest's startup journey, their perception of success, industry reconsideration, and the pivotal stress point during business expansion. They discuss the joys of small business growth, vital entrepreneurial habits, and strategies for team building, encompassing wins, blunders, and invaluable advice. And a snapshot of the final five Grow A Small Business Questions: What do you think is the hardest thing in growing a small business? The hardest thing is staying motivated when facing challenges that aren't enjoyable, like legal issues or HR problems. Kristi emphasizes the importance of resilience and staying committed to the purpose, even on tough days, as not every day will feel rewarding. What's your favourite business book that has helped you the most? Kristi Herold's favorite business books include Never Lose a Customer Again and Never Lose an Employee Again by Joey Coleman. She appreciates these books for their insights into customer and employee retention strategies. Additionally, she values WTF: Willing to Fail by Brian Scudamore for its lessons on embracing failures as opportunities for growth. Are there any great podcasts or online learning resources you'd recommend to help grow a small business? Kristi highly recommends Guy Raz's How I Built This for deep dives into entrepreneurial journeys and Built to Sell by John Warrillow, which emphasizes structuring a business to operate efficiently, whether or not you plan to sell. What tool or resource would you recommend to grow a small business? Kristi Herold recommends incorporating play as a powerful tool to grow a small business. By integrating play into the workplace—such as shoutout channels, playful meeting starters, and team-building activities—businesses can foster stronger team connections, boost morale, and enhance productivity. She emphasizes that creating a fun, engaging culture leads to better collaboration and overall business success. What advice would you give yourself on day one of starting out in business? Kristi Herold advises her day-one self to "enjoy the journey." She reflects that it's important not to rush through milestones but to savor the day-to-day experiences, both good and challenging. Building a business is a marathon, not a sprint, and finding joy in the process is key to long-term success and fulfillment. Book a 20-minute Growth Chat with Troy Trewin to see if you qualify for our upcoming course. Don't miss out on this opportunity to take your small business to new heights! 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. Quotable quotes from our special Grow A Small Business podcast guest: Success is about the positive impact you make on people's lives, not just the numbers — Kristi Herold Great culture begins with treating your team well and aligning them with your vision — Kristi Herold Never give up—resilience is the key to navigating the ups and downs of entrepreneurship — Kristi Herold
Grab a free summary of Joey's book, Never Lose an Employee Again, here: https://trybta.com/DLEP190 To learn more about Breakthrough Academy, click here: https://trybta.com/PCEP190 Learn more about Joey and his work here: https://joeycoleman.com/ It sucks to lose good people. Especially when it feels like you did everything you could to keep them, short of a 7-figure salary and 6 months vacation.
Grab a free summary of Joey's book, Never Lose an Employee Again, here: https://trybta.com/DLEP190 To learn more about Breakthrough Academy, click here: https://trybta.com/PCEP190 Learn more about Joey and his work here: https://joeycoleman.com/ It sucks to lose good people. Especially when it feels like you did everything you could to keep them, short of a 7-figure salary and 6 months vacation.
Welcome back to The Game Changing Attorney Podcast‘s “Road to the Summit” mini-series! As we continue our journey toward the 2024 Game Changers Summit, each Tuesday we're diving into impactful conversations with the most powerful moments from previous Summits and speakers you'll see this year. In this episode, we're excited to feature four distinguished leaders in the legal industry who have mastered the art of team building and strategic growth: Rex Elliott, Anna Summersett, Josh Nelson, and Alexander Shunnarah. These influential law firm owners share their experiences and insights on attracting and retaining top talent, fostering an outstanding workplace culture, and propelling their firms toward sustainable success. Are you seeking to strengthen your team and accelerate your firm's growth? This discussion will motivate you to refine your approach to leadership, embrace the potential within your organization, and build a culture that thrives. Here's what you'll learn: How to retain and nurture A-players to foster long-term engagement How to identify and develop qualities that make an exceptional team member Why establishing a strong cultural foundation is crucial for lasting success and team cohesion Join us for an in-depth exploration of how top legal leaders are cultivating teams that drive growth, resilience, and innovation — showing you how to harness the power of your people to build an unshakable foundation for your firm's future. The road to the Summit is here! ---- Show Notes: 00:00 – Introduction 03:11 – Establishing a Firm Culture of Growth 05:36 – Developing Your People: Empowerment Through Responsibility 09:48 – Hiring for Cultural Fit and Long-Term Potential 13:26 – Avoiding Panic Hires by Defining Mission and Purpose 17:33 – Leveraging Core Values to Attract Top Talent 21:20 – Scaling Nationwide: Finding and Retaining the Right People 25:36 – Key Lessons in Leadership and Growth 30:08 – Final Thoughts and Takeaways ---- Links & Resources Cooper Elliott Varghese Summersett Nelson Elder Care Law Alexander Shunnarah Trial Attorneys Cy Wakeman Never Lose an Employee Again by Joey Coleman Starbucks Microsoft Word John Morgan ---- Listening to this episode but want to watch it? Check it out on Spotify. 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: 204 Alexander Shunnarah — The Thin Line Between Success and Failure 265 Jessica Mogill — Streamlined Operations: Relentless Execution 304 AMMA—Creating a Culture of Success
Be sure to visit https://dwtbpodcast.com for more information and add your name to start receiving their newsletter. If you'd like to support this show, rate, subscribe and leave a review on your podcast app.Books/Resources Mentioned:In Search of You, by Kasey ComptonI See You, by Amy KempEverything is Figureoutable , by Marie ForleoHow to Work with (Almost) Anyone , by Michael Bungay StanierNever Lose an Employee Again , by Joey ColemanConnect with AJ & Mike:AJ Harper, website Write A Must-Read Free resourcesAJ's Socials:FacebookLinkedInMike Michalowicz, websiteAll books Mike's Socials: IGFBLinkedIn
Join us as we dive into Joey Coleman's latest book, "Never Lose an Employee Again." In this episode, Joey shares essential strategies for law firm owners on how to recruit, onboard, and retain top talent. Learn the importance of creating remarkable employee experiences and practical tips you can implement today. Don't miss out on transforming your firm's team dynamics and ensuring long-term success. Tune in to discover actionable insights and more from Joey Coleman!Our channel offers expert advice on law firms, entrepreneurship, and success strategies. Hit "Like" and subscribe to stay updated with our latest content.Let's Chat About Growing Your Law Firm. https://www.Yourpracticemastered.com/Connect
Dr. Jay and Brad had the pleasure of hanging out and talking college football with their great friend, Joey Coleman, on TechTalk this week!As a keynote speaker, workshop leader, and consultant, Joey Coleman helps businesses design creative ways to engage their customers and employees - especially in the crucial First 100 Days® of the relationship lifecycle. Joey Coleman has an eclectic background that has seen him defend "alleged" criminals, sell custom research to Fortune 500 executives, race along the Great Wall, juggle in front of the Taj Mahal, emcee charity auctions, work in the White House, sing a solo at the Kennedy Center, and travel to 51 countries (and counting).As a professional speaker who has given thousands of speeches all over the world, Joey Coleman also works with a small number of private coaching clients to develop and hone their speaking skills.His #2 Wall Street Journal best-selling book, Never Lose a Customer Again, discusses the eight phases your customer has the potential to travel through as part of their customer journey and the six tools you can use during that journey to create remarkable experiences for your customers.His newest book, Never Lose an Employee Again, discusses the importance of creating remarkable employee experiences. Published by Portfolio/Penguin, this book is now available via e-book, audiobook and hard back!
Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he 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. His two books have received critical acclaim and both were instant Wall Street Journal best sellers. Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers and his newest book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he's spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his amazing wife and two young sons.
Our guest today is Joey Coleman, who helps companies keep their customers and employees. As an award-winning speaker, Joey Coleman shares his First 100 Days® methodology for improving customer and employee retention with organizations around the world, such as Whirlpool, Volkswagen Australia, and Zappos. His two books have received critical acclaim and both were instant Wall Street Journal best sellers. In this episode of Scaling Culture, Ron and Joey discuss: The importance of building advocates when onboarding new employees, and some strategies to build strong connections from the outset What is the scientifically proven hiring remorse phase and why continuous communication during this period is critical What is a personal operating manual, and why should everyone adopt one? And finally, why understanding the phases of the employee lifecycle leads to better retention and satisfaction in the workplace For more information about Joey or his work, please follow his on LinkedIn or go to https://joeycoleman.com To learn more about our books or our Scaling Culture Masterclass on how to build and sustain a resilient, high performing team, please go to ScalingCulture.org More on Joey Coleman's books! Never Lose a Customer Again shows how to turn any sale into a lifelong customer and his newest book, Never Lose an Employee Again details a framework companies around the world can use to reduce turnover and increase employee engagement.
What if the secret to retaining top talent is how you welcome them? On this episode of The Customer Service Revolution, join John as he reveals the strategies to make your employee onboarding process efficient, memorable, and engaging. Drawing wisdom from Joey Coleman's “Never Lose an Employee Again” and Dan Heath's “Making Moments Memorable,” we tackle the often-overlooked pre-start phase, the significance of the job offer, and the critical first day. Through startling statistics on employee ghosting and pre-start attrition, we highlight the urgency of effective onboarding to keep your best hires from slipping through your fingers. John shares best practices for new employee orientation, focusing on the power of storytelling and emotional engagement. Discover innovative techniques like scavenger hunts for policy education and the importance of regular check-ins to ensure new hires feel supported as they settle in. We also delve into crafting impactful soundbites that instill pride and ownership in new employees, inspired by Chick-fil-A's approach. Learn how a seamless transition from the interview process to onboarding can maintain the enthusiasm of new recruits and create a world-class employee experience right from the start. Tune in for insights that could revolutionize your onboarding process and set your company apart. Here are just a few takeaways: The importance of creating memorable and engaging onboarding experiences to combat employee ghosting and pre-start attrition Strategies to transform job offers and first days into milestone moments Best practices for new employee orientation, including storytelling, scavenger hunts, and regular check-ins to foster community and re-engagement Techniques to utilize soundbites for instilling pride and seamless onboarding transitions Combining new and existing employees during orientation to build community and re-engagement Practical tips for enhancing the onboarding process, such as sending pre-start emails, personalizing welcome gifts, and organizing engaging activities Maintaining employee enthusiasm and commitment from the pre-start phase through their first 90 days Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/exea thedijuliusgroup.com/blog Get The Employee Experience Revolution book: thedijuliusgroup.com/product/the-employee-experience-revolution-pre-sale www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. *** EPISODE CREDITS: If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.
In this episode, Dwayne delves deep into customer retention with guest Joey Coleman. Together, they explore Coleman's 'eight phases' of the customer journey, emphasizing the importance of intentional experiences from the assess phase to the advocate phase. They discuss real-world examples and the importance of small gestures in customer relationships. The conversation highlights the significance of affirming customer decisions, creating remarkable first interactions, and continually nurturing long-term clients to foster loyalty and advocacy. This episode is a compelling guide for any entrepreneur looking to enhance their customer experience and retention strategy.https://joeycoleman.com/The Speaker, Teacher, and AdvisorFor almost twenty years, Joey has helped organizations retain their best customers and employees - turning them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers' experiences and employees' experiences. He is an award-winning speaker (yes – they do have speaking contests) at both national and international conferences – competing against New York Times bestselling authors, business leaders, and internet sensations/celebrities. He is the author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again and the recently released Never Lose an Employee Again.Time Stamps:00:00 Introduction to the Business of Doing Business01:42 The Eight Phases of the Customer Journey03:09 Addressing Buyer's Remorse04:05 Activating and Acclimating New Customers05:30 Achieving Customer Goals and Building Loyalty07:04 Revolutionizing Customer Experience13:56 The Power of Transparency and Reviews28:49 Valet Service and Customer Care29:19 The Power of Personal Touch in Restaurants30:53 Creating Remarkable First Impressions32:49 The Importance of Personalization36:20 Serving the Next Circle40:04 The Acclimate Phase: Holding the Customer's Hand44:18 The Adopt Phase: Rewarding Loyalty46:42 The Power of a Handwritten Note50:23 Closing Thoughts and Final AdviceKey Takeaways:Mattering in Business: Ensure customers feel that they matter to your business. This begins from the moment they start interacting with you and continues throughout their journey.Eight Phases of Customer Experience:Assess Phase: Potential customers evaluate whether to do business with you. Provide a clear preview of the customer experience.Admit Phase: The customer admits they have a need your business can fulfill. Celebrate their decision.Affirm Phase: Counter buyer's remorse by affirming the customer's choice and maintaining proactive communication.Activate Phase: Energize the relationship when delivering the product/service. Make the first interaction memorable.Acclimate Phase: Support customers as they get accustomed to your way of doing business, ensuring constant communication and guidance.Accomplish Phase: Celebrate customers achieving their goals with your product/service.Adopt Phase: Customers become loyal. Regularly acknowledge their continued support and celebrate anniversaries or milestones. Advocate Phase: Loyal customers become brand advocates, promoting your business positively.Customer Communication: Over-communicate rather than under-communicate. Ensure customers always know the next steps and status of their projects.Surprise and Delight: Add...
In today's challenging economic landscape, leading a law firm requires more than just strategic acumen — it demands heart, resilience, and a deep commitment to cultivating a culture of gratitude. Crisp Founder & CEO Michael Mogill returns in this AMMA edition of The Game Changing Attorney Podcast to share his invaluable insights on how to keep your team motivated and appreciative, even when times are tough. Join him and learn: The importance of transparency and vulnerability in leadership Actionable strategies for fostering continuous recognition and appreciation within your firm How to transform your team's entitled attitudes into engaged commitment ---- Show Notes: 03:45 – Why you'd be foolish to miss the Game Changers Summit 06:51 – How to cultivate gratitude amongst your team during tough times 08:27 – Why leading with clarity is critical during trying times 10:51 – How to determine who's really in the foxhole with you 12:02 – How to incorporate meaningful gratitude on a frequent basis 14:07 – Why showing your thanks doesn't have to break the bank 16:30 – The difference between demanding gratitude and fostering appreciation 18:43 – How to make your team more grateful 21:39 – What happens when you give and expect thanks ---- Links & Resources The 2024 Invitation-Only Game Changers Summit Bonusly Slack Nick Saban ---- Listening to this episode but want to watch it? Check it out on Spotify. 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: #191 Joey Coleman – How to Never Lose an Employee Again #188 Liz Wiseman – How to Build a Team of Impact Players #189 AMMA – How to Preserve Your Culture While Scaling Your Law Firm
In this episode, host Dwayne engages Joey Coleman, a distinguished business consultant and author, to delve into the dynamics of human behavior, evolving entrepreneurship, and effective leadership. They discuss the critical role of personal well-being for leaders, along with practical methods for enhancing customer and employee experiences. The episode sheds light on the ongoing transformations in the global workforce, urging businesses to embrace flexibility and sustainability. It emphasizes innovation and the necessity of informed self-education, particularly in AI, and criticizes the spread of misinformation. The conversation also explores sustainable work practices and the importance of setting clear expectations for fostering meaningful contributions over mere productivity.https://joeycoleman.com/The Speaker, Teacher, and AdvisorFor almost twenty years, Joey has helped organizations retain their best customers and employees - turning them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers' experiences and employees' experiences. He is an award-winning speaker (yes – they do have speaking contests) at both national and international conferences – competing against New York Times bestselling authors, business leaders, and internet sensations/celebrities. He is the author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again and the recently released Never Lose an Employee Again.Time Stamps:00:00 Introduction to the Business of Doing Business00:49 Catching Up with Joey Coleman02:21 The Importance of Marrying Up04:51 Joey Coleman's Career Journey05:47 Transition from Law to Business11:23 Building a Customer Experience Brand18:59 The Entrepreneur's Journey25:52 The Value of Sleep and Health32:02 Outsourcing and Delegation40:28 The Changing Landscape of Work48:02 Global Demographic Shifts48:32 Africa's Untapped Potential49:23 Rethinking Business Strategies51:58 Defining Success Across Generations52:44 The Reality of Modern Living56:04 Leadership and Employee Engagement01:07:02 The Role of AI in the Future of Work01:22:22 Sustainable Work Practices01:31:18 Final Thoughts and ReflectionsKey Takeaways:Here are some key takeaways:Understanding Human Behaviour: The success of various roles and businesses often hinges on understanding human behavior—why people do things and how to influence their actions.Entrepreneurship and Adaptability: Transitioning from stable careers to entrepreneurship requires identifying translatable skills and being adaptable to new roles and industries.Importance of Sleep: Continuous work with minimal sleep is unsustainable and affects not only productivity but also health. Prioritizing sleep improves efficiency and cognitive function.Delegation and Outsourcing: Outsourcing tasks (like travel arrangements) frees up mental space and allows more focus on critical aspects of the business.Sustainability in Business: Business practices should consider sustainability not just in products but also in the well-being of employees, including reasonable working hours and mental health.Global and Demographic Changes: Businesses need to adapt to demographic shifts and the global marketplace, including leveraging technology and considering new markets like Africa.Training and Empowerment: Employees should be trained to be...
Be sure to visit https://dwtbpodcast.com for more information and add your name to start receiving their newsletter. If you'd like to support this show, rate, subscribe and leave a review on your podcast app.Books/Resources Mentioned:E-Myth, by Michael GerberWishcraft, by Barbara SherNever Lose an Employee Again, by Joey ColemanHow to Work with (Almost) Anyone, Michael Bungay StanierBuilding a StoryBrand, by Don MillerJulian Winters, NYT Bestselling Young Adult author Connect with AJ & Mike:AJ Harper: https://ajharper.comWrite A Must-Read: https://a.co/d/4H0xQ7GFree resources: https://writeamustread.comSocials:FB: https://www.facebook.com/AJHarperAuthorsLinkedIn: https://www.linkedin.com/in/anjanetteharper/ Mike Michalowicz: https://mikemichalowicz.comAll books: https://mikemichalowicz.com/books/Socials: IG: https://www.instagram.com/mikemichalowicz/FB: https://www.facebook.com/MikeMichalowiczFanPage/LinkedIn: https://www.linkedin.com/in/mikemichalowicz/
Joey Coleman, Wall Street Journal bestselling author of Never Lose an Employee Again, joins The Manufacturing Employer to talk about the intricacies of employee retention and engagement. The conversation covers the importance of the first 100 days of employment, the impact of the recruitment and onboarding process, and ideas for manufacturers to improve their workplace culture.
Joey Coleman is the founder and Chief Experience Composer of Design Symphony – a customer and employee experience branding firm that assists corporations, non-profits, and small businesses in creating breathtaking interactions for the people they serve. He is also an award-winning speaker at both national and international conferences and is the author of the Wall Street Journal bestseller “Never Lose a Customer Again” and the recently released “Never Lose an Employee Again.” In this episode, we talked about employee retention & appreciation, customer experiences, engagement strategies…
In this episode of the Thoughtful Entrepreneur, your host Josh Elledge speaks with the Chief Executive Officer of Custom Box Agency, Mark Stern.Mark Stern and his team at Custom Box Agency have mastered the art of enhancing the customer journey. They believe you can unlock a world of possibilities by genuinely understanding the path you ask your customers to take. From accelerating results to introducing new monetization strategies, the focus is optimizing every step of the experience.Mark shared an intriguing strategy involving a concept called "collection." By creating a series of boxes that customers receive over time, you can encourage continued engagement and create a sense of anticipation. This approach is inspired by the success of initiatives like the Spartan Race, where participants are motivated to complete a series of challenges to collect all parts of a medalMark mentioned his work with Joey Coleman, author of "Never Lose a Customer Again," highlighting the importance of clarity in the customer journey. By dissecting a client's offerings, Custom Box Agency ensures a clear and compelling pathway for customers, which has led to significant impacts for their clients, particularly in the print-on-demand space.Key Points from the Episode:Importance of understanding the customer journeyCustom Box Agency's approach to optimizing the customer journeyThe role of physical experiences in a digital ageThree core objectives for businesses: acquisition, delivery, and retentionComponents of a custom box experience: welcome note, getting started guide, dedicated journey map, and additional tools for successEliminating friction points in the customer journeyUsing custom boxes as activation and retention toolsAbout Mark Stern:Mark Stern is the entrepreneurial mind behind the Custom Box Agency, a pioneering experience design firm dedicated to transforming the customer journey through innovative direct mail solutions. Celebrated in Forbes as a transformative figure in the Next 1,000 Entrepreneurs, Stern's work is symbolic of a new American Dream. Mark's insights into employee retention were highlighted in Joey Coleman's Wall Street Journal Bestseller, Never Lose an Employee Again. Before his entrepreneurial journey, Stern excelled as a strategy consultant at Deloitte Consulting, the globe's premier consulting entity. An alumnus of Duke University, he holds an MBA. Beyond his professional achievements, Stern is a fitness enthusiast, a five-time Spartan Trifecta achiever, and a mentor at South-by-Southwest Start-up events. His passions extend to being a lifelong fan of tacos and BBQ. Stern makes his home in Austin, Texas, where he continues to innovate and inspire.About Custom Box Agency:Custom Box Agency stands out in marketing and customer engagement by masterfully integrating three key elements: Acquisition, Engagement, and Monetization. Unlike typical swag shops that focus solely on customer acquisition or jump directly to monetization, Custom Box Agency emphasizes the critical role of engagement in driving customer success. Their distinctive approach involves a thorough discovery and planning process, ensuring that each custom box not only delights recipients but also aligns with and advances the client's strategic objectives.Clients of Custom Box Agency have reported remarkable outcomes, including sales increases of over 200%, by leveraging the strategically designed tools included in each box. This success is attributed to the agency's ability to create an engaging and meaningful customer experience, providing valuable content and solutions that foster growth. By addressing and...
Shownotes can be found at https://www.profitwithlaw.com/0422.Want to know how to keep your clients and employees loyal for the long haul, resulting in business growth that lasts?In this episode of Profit with Law, guest Joey Coleman, a former attorney turned customer retention expert, shares invaluable insights on client and employee retention. With his unique blend of legal and business expertise, Joey emphasizes the critical role of the first 100 days in shaping long-term client relationships. He highlights the significance of creating a positive client experience early on to ensure long-term retention and potential referrals. Joey's practical insights and evidence-based approach offer valuable guidance for law firm owners seeking to improve client retention and create exceptional customer experiences in the legal industry.If you're looking to enhance client and employee retention, Joey's expertise and actionable tips make this episode a must-listen for law firm owners striving for long-term business success.Chapters:[00:00] Introduction to Joey Coleman[08:00] Importance of First 100 Days[12:39] Addressing Buyer's Remorse[18:24] Solutions for Time Management[22:21] Delegate by Elevating Team Status[26:11] Effective Client Communication[32:11] The Power of Infographics in Client Communication[34:53] Employee Retention and Talent Development[40:10] Main Drivers of Employee Satisfaction[46:27] Incentivizing Process Improvement[54:59] Taking Action for Continuous GrowthResources mentioned:Take the Law Firm Growth Assessment and find out how you rate as a law firm owner! Check out our Profit with Law YouTube channel!Learn more about the Profit with Law Elite Coaching Program hereConnect with Joey Coleman: Website | Facebook | LinkedInNever Lose a Customer Again by Joey ColemanNever Lose an Employee Again by Joey ColemanJoey Coleman WebsiteJoin our Facebook Community: https://www.facebook.com/groups/lawfirmgrowthsummit/To request a show topic, recommend a guest or ask a question for the show, please send an email to info@dreambuilderfinancial.com.Connect with Moshe on:Facebook - https://www.facebook.com/moshe.amselLinkedIn - https://www.linkedin.com/in/mosheamsel/
Joey Coleman is one of the world's leading experts on customer and employee retention. He is an award-winning speaker at both national and international conferences – where he has competed against New York Times bestselling authors, business leaders, and internet sensations/celebrities. Joey is also the author of two Wall Street Journal bestsellers, Never Lose a Customer Again, and his latest book, Never Lose an Employee Again, which each share detailed strategies for building strong, lasting relationships with customers and employees alike. In his third appearance on the show, Joey joined host Robert Glazer on The Elevate Podcast to discuss proven tactics to build better partnerships with customers and employees. Learn more about your ad choices. Visit megaphone.fm/adchoices
Retention is not just about keeping customers and employees; it's about creating experiences so compelling that they never want to leave. Joey Coleman, author of "Never Lose a Customer Again" and "Never Lose an Employee Again," shares how to transform your approach to customer and employee retention using his First 100 Days methodology. He has worked with Volkswagen Australia, Zappos, and Whirlpool. Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future.
Dr. Jay and Brad had the pleasure of hanging out with their great friend, Joey Coleman, on TechTalk this week! As a keynote speaker, workshop leader, and consultant, Joey Coleman helps businesses design creative ways to engage their customers and employees - especially in the crucial First 100 Days® of the relationship lifecycle. Joey Coleman has an eclectic background that has seen him defend "alleged" criminals, sell custom research to Fortune 500 executives, race along the Great Wall, juggle in front of the Taj Mahal, emcee charity auctions, work in the White House, sing a solo at the Kennedy Center, and travel to 51 countries (and counting). As a professional speaker who has given thousands of speeches all over the world, Joey Coleman also works with a small number of private coaching clients to develop and hone their speaking skills. His #2 Wall Street Journal best-selling book, Never Lose a Customer Again, discusses the eight phases your customer has the potential to travel through as part of their customer journey and the six tools you can use during that journey to create remarkable experiences for your customers. His newest book, Never Lose an Employee Again, discusses the importance of creating remarkable employee experiences. Published by Portfolio/Penguin, this book is now available via e-book, audiobook and hard back! Learn more from Joey Coleman here: https://joeycoleman.com/
You can't create a remarkable client experience without remarkable employees, yet many businesses don't recognize this symbiotic relationship. Thankfully, Joey Coleman does — better than just about anyone. The bestselling author of “Never Lose a Customer Again” and “Never Lose an Employee Again” joins the podcast to outline the biggest keys to retaining your best clients and team members.
Harness the power of continuous improvement (CI) as it nods to many facets of both personal life and business in our KaiNexus Continuous Improvement Podcast featuring speakers Mark Graban and Greg Jacobson. Get a closer look at the impact of CI on daily activities with an interesting focus on cooking a Thanksgiving turkey and see how the establishment of standard operating procedures (SOPs) can aid in safety and efficiency. Learn more about KaiNexus: https://kainexus.com/ In addition, the podcast delves into the critical role of checklists and SOPs in complex tasks, using the turkey preparation as a case study. Tune in and explore how technology integration can further enhance safety and cooking outcomes. Understand the application of CI principles in scheduling the timing of various festive dishes for stress-free holiday meals, on par with standard industrial processes. The takeaway from this podcast emphasizes the profound influence of CI on personal traditions and professional progress. Books and Resources for Aspiring Leaders Educating oneself on effective leadership practices can significantly transform how one goes about influencing behavior and instituting lasting change. Books like Crucial Influence: Leadership Skills to Create Lasting Behavior Change offer guidance on how to lead with intention and purpose. Other notable texts include: Never Lose an Employee Again by Joey Coleman, which focuses on employee retention through onboarding and integration into company culture. Drive by Daniel H. Pink, that delves into human motivation and the factors that compel us to excel in what we do. Atomic Habits by James Clear, emphasizing the power of small consistent changes over time. Finally, foundational reads like Kaizen by Masaaki Imai remind leaders of the roots of continuous improvement and lean thinking.
On this episode of The Better Leadership Team Show, I have the honor of bringing on a friend and amazing business consultant, Joey Coleman, a globally recognized customer and employee retention expert. As an award-winning speaker, he has shared his first 100 days methodology with organizations like Whirlpool, Volkswagen, Zappos, and Australia. His bestselling book, "Never Lose a Customer Again," outlines strategies for turning sales into lifelong customer relationships. Joey's latest book, "Never Lose an Employee Again," offers a framework to reduce turnover and boost employee engagement. With a proven track record, Joey is a sought-after advisor, helping businesses worldwide thrive. www.joeycoleman.com Get Free GiftThe limitless organization short video coursemike-goldman.com/limitlessThanks for listening! Connect with us at mike-goldman.com/blog and on Instagram@mikegoldmancoach and on YouTube @Mikegoldmancoach
Jeff brings the topic of employee retention to Human Capital, with professional speaker and best-selling author Joey Coleman. Jeff and Joey discuss his latest book, "Never Lose a Customer Again". Joey shares his motivation behind the book, based on two decades of customer experience. He explains the critical connection between exceptional customer experiences (CX), and the need for remarkable employee experiences (EX) for employees to deliver them. They delve into the challenge of bridging the gap between CX and EX, asserting that organizations often treat them as disparate entities. Joey calls on his eclectic background, as an attorney defending "alleged" criminals, selling custom research to Fortune 500 executives, racing along the Great Wall, juggling in front of the Taj Mahal, and working in the CIA and White House. Joey is a professional speaker and has given thousands of speeches all over the world, traveling to 51 countries (and counting). Never Lose an Employee Again
CX Goalkeeper - Customer Experience, Business Transformation & Leadership
Joey Coleman, author of "Never Lose an Employee Again," joins us to delve into the critical elements of employee retention and the role leadership plays in it. As Joey says, "There's always an opportunity to treat humans as humans," and he gives actionable advice on how to do that. HighlightsThe significance of the 'First 100 Days' in an employee's journey"When we understand what another person is going through, it makes connection easier and bonds stronger." - Joey ColemanHow a culture of empathy can revolutionize your business Top 3 TakeawaysA strong emotional connection can make or break employee retention.Leadership plays a more significant role than you think in keeping your best talent.You can't afford not to invest in building a company culture centered around empathy. Useful Linksmore details here: https://www.cxgoalkeeper.com/JoeyColeman
In this episode of The Ethics Experts, Nick welcomes Joey Coleman. 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 (e.g., Whirlpool, Volkswagen Australia, and Zappos). His Wall Street Journal #2 best selling book, Never Lose a Customer Again, shows how to turn any sale into a lifelong customer and his upcoming book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. Connect with Joey: https://www.linkedin.com/in/joeycoleman1/ Never Lose a Customer Again: https://amzn.to/3WHOTME
Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he 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 improve their profits.His Wall Street Journal #2 best selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers and his upcoming book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he's spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his amazing wife and two young sons.SHOW SUMMARYIn this episode of Selling From The Heart, Joey Coleman joins Larry Levine and Darrell Amy on the Selling From the Heart podcast to discuss the importance of building strong relationships with both customers and employees. He emphasizes the need to move from transactional to transformational relationships and shares insights from his research on the first 100 days of a customer's experience. Joey also highlights the connection between employee experience and customer experience, and offers practical strategies for improving both.KEY TAKEAWAYSBuilding personal and emotional connections with customers is essential for transforming transactional relationships into transformational ones.The first 100 days of a customer's experience are crucial for establishing a strong foundation and reducing fear, doubt, and uncertainty.Handoffs between salespeople and account managers can be improved by ensuring clear communication and maintaining emotional connection.Employee experience is just as important as customer experience, and everyone in the organization plays a role in creating a positive work environment.Salespeople have the opportunity to improve employee experience by elevating the status of their colleagues and recognizing their contributions.QUOTES"Selling from the heart is all about looking for the opportunities to not only identify, but develop and reinforce personal and emotional connection with the people we interact with." - Joey Coleman"When a human makes a purchase, their brain floods with dopamine. But almost as quickly as that dopamine floods their brain, it starts to recede, replaced by feelings of fear and doubt and uncertainty." - Joey Coleman"If the customer feels that the salesperson is still emotionally connected, is still involved, this can be something as simple as one of my favorite tools for handling this." - Joey Coleman"Happier employees equals happier customers. If your customers hate interacting with you, chances are your employees are going to hate coming to work." - Joey Coleman"We all play a role in employee experience. What's interesting is most of us have never thought about that." - Joey ColemanLearn more about Joey Coleman: LinkedIn: https://www.linkedin.com/in/joeycoleman1/Learn more about Darrell and Larry: Darrell's LinkedIn: https://www.linkedin.com/in/darrellamy/Larry's LinkedIn: https://www.linkedin.com/in/larrylevine1992/Website: https://www.sellingfromtheheart.net/Got a video about how you sell from the heart? Share it by texting VIDEO to 21000.Please visit https://www.sellingfromtheheart.net/ book to pre order your copy of the rerelease of the Selling from the Heart book. SUBSCRIBE to our YOUTUBE CHANNEL! https://www.youtube.com/@UCi6OCvGpgQjg8YXg0Hst4NAPlease visit WHY INSTITUTE:https://whyinstitute.com/Please go to WORK BETTER NOW:https://www.workbetternow.com/Click for your Daily Dose of Inspiration:https://www.sellingfromtheheart.net/dailyCheck out the 2023 Authentic Selling Challenge:https://authenticsellingchallenge.com/Get your Insiders Group FREE PASS here:https://www.sellingfromtheheart.net/free-pass
Have you ever wondered how remote work is impacting our mental health? Or perhaps you're curious about how to redefine success in our increasingly digital world? Listen here → https://thedijuliusgroup.com/csr130 This episode of The Customer Service Revolution is for you. We're diving into the challenging realm of loneliness and the effects of remote work on our well-being. From the debate over the return to office to the professional isolation experienced by remote workers, we canvas the controversial and complex dynamics of our changing work landscape. Joining John for this conversation is bestselling author and customer experience expert Joey Coleman. He shares thought-provoking insights from his book Never Lose an Employee Again, providing a robust framework for companies to enhance employee engagement and reduce turnover. We also delve into the eight phases of the employee experience, emphasizing the pivotal role of the first 100 days in a relationship. In the latter part of the episode, we spotlight the strategies to boost employee engagement. Using the “Jam” and “Verbat” models as benchmarks, we explore how organizations can create a captivating atmosphere for new recruits. And in an interesting twist, we redefine the notion of a billionaire. Corporate futurist Pete Dull suggests that a billionaire is someone who positively impacts the lives of a billion people. Let's challenge ourselves to become billionaires in this revolutionary sense. Tune in for this compelling episode - it's more than just a conversation; it's a call to action for positive change in our work culture. Here are just a few takeaways: The impact of loneliness and professional isolation in remote work and the role of customer service in addressing these issues Bestselling author Joey Coleman's insights from his book Never Lose an Employee Again, which provides strategies for companies to reduce turnover and increase employee engagement The eight phases of the employee experience and the critical importance of the first 100 days in any relationship Strategies to enhance employee engagement and create a welcoming atmosphere for new recruits, taking inspiration from innovative models of “Jam” and “Verbat” organizations A redefinition of a billionaire as someone who positively impacts a billion lives Exploring the different stages of the employee experience and the importance of a robust onboarding process for long-term engagement and retention The significant role of customer service in the evolving work landscape and the potential benefits and challenges of remote work Resources mentioned: thedijuliusgroup.com/the-customer-service-revolution-podcast customerservicerevolution.com thedijuliusgroup.com/project/cx-executive-academy thedijuliusgroup.com/project/cx-executive-academy-online joeycoleman.com www.amazon.com/Never-Lose-Employee-Again-Remarkable-ebook/dp/B0BGN1T54Y www.thedijuliusgroup.com Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review” then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast.
Joey Coleman is an author, award-winning speaker and an expert at helping companies keep their customers and their employees too. He's the author of Never Lose a Customer Again and is back with another Wall Street Journal best-selling book, Never Lose an Employee Again. To succeed in any role it is important to have a keen understanding of the human condition and what motivates people to engage. We talk about the eight stages of the employee journey, the role of remote work, and the part each of these play in shaping workplace culture. In this episode you'll learn: How to create a remarkable employee experience from the initial assessment to long-term loyalty Some unique perspectives that create a more human experience in how we treat the people who deliver our service and engage with customers The need to redefine the workplace and how to support employees every step of the employee journey Strategies for building a strong culture with remote teams CONNECT WITH JOEY Never Lose an Employee Again book by Joey Coleman Never Lose a Customer Again book by Joey Coleman Website LinkedIn CONNECT WITH LISA Subscribe to the so much more newsletter. One-idea-at-a-time to move you into your potential of who you can be. LinkedIn Profile Instagram Website
Our guest this week to share 3 thoughts on this topic is Joey Coleman, who is an award-winning keynote speaker, multiple bestselling author and consultant who helps companies keep their customers and employees. Hilarious, smart and passionate, Joey is on a mission to help companies of all sizes and stages create unforgettable experiences. TOPIC: How to Retain and Engage Your Employees GUEST: Joey Coleman THOUGHT #1 - Pay Attention to Every Step of the Employee Journey THOUGHT #2 - Take Your Time Acclimating Employees THOUGHT #3 - Don't Forget About the Adopters (the Ones Already There) CONNECT: Website: JoeyColeman.com Podcast: Experience This! Show Book: Never Lose a Customer Again Book: Never Lose an Employee Again Instagram: @joeycolemaniii Linkedin: joeycoleman1 Email: helpmejoey@joeycoleman.com JOEY COLEMAN'S BIO: Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he 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. Joey's two books have received critical acclaim and both were instant Wall Street Journal best sellers. Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers and his newest book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he's spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his amazing wife and two young sons. RESOURCES: Evergreen Podcast Network - EvergereenPodcasts.com Thoughts That Rock – ThoughtsThatRock.com Certified Rock Star - CertifiedRockStar.com Booky Call - https://www.bookycall.com Booky Call - Book Review App on Apple - Apps.Apple.com Booky Call - Book Review App on Google Play - Play.Google.Com Service That Rocks: Create Unforgettable Experiences and Turn Customers into Fans (Jim Knight) - ServiceThatRocksBook.com Leadership That Rocks: Take Your Brand's Culture to Eleven and Amp Up Results (Jim Knight) - LeadershipThatRocksBook.com Culture That Rocks: How to Revolutionize Your Company's Culture (Jim Knight) – CultureThatRocks.com Black Sheep: Unleash the Extraordinary, Awe-Inspiring, Undiscovered You (Brant Menswar) - FindYourBlackSheep.com Rock ‘n Roll With It: Overcoming the Challenge of Change (Brant Menswar) – RocknRollWithIt.com Cannonball Kids' cancer – CannonballKidscancer.org Big Kettle Drum - BigKettleDrum.com Spectacle Photography (Show/Website Photos) – SpectaclePhoto.com Jeffrey Todd “JT” Keel (Show Music) - JT Keel Learn more about your ad choices. Visit megaphone.fm/adchoices
Smart Agency Masterclass with Jason Swenk: Podcast for Digital Marketing Agencies
Are you worried about losing top talent at your agency? Struggling with high employee turnover that hinders your agency's growth? It can be hard to find and keep the right people to help achieve your agency's goals. Our expert guest is a repeat on the show who shares the importance of retaining employees and how you can ensure you never lose an agency employee again. Joey Coleman shares insights on how to create a remarkable employee experience to prevent turnover. He dives into the top reason employees leave and the impact it has on agency growth. You will learn practical strategies to never lose an employee again and ensure the success and scalability of your agency. Joey Coleman has spent 20 years teaching organizations how to keep their customers and employees. How? He turns them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. With his model, he helps companies enhance the experience they're delivering to customers or employees and how to make it as remarkable as possible. In addition to being an entrepreneur, speaker, and recovering lawyer, he is also the writer of the recently released “Never Lose an Employee Again”. In this episode, we'll discuss: Why do companies lose employees? Are you making these mistakes during employee reviews? How to create a remarkable employee experience. Subscribe Apple | Spotify | iHeart Radio | Stitcher | Radio FM Sponsors and Resources E2M Solutions: Today's episode of the Smart Agency Masterclass is sponsored by E2M Solutions, a web design, and development agency that has provided white-label services for the past 10 years to agencies all over the world. Check out e2msolutions.com/smartagency and get 10% off for the first three months of service. Why Do Great Agencies Lose Great Employees? If you talk to most agency owners and ask why they lose employees they'll say it's because they were offered more money. However, the biggest study on this matter conducted so far indicates that, yes, some employees do leave for more money. Surprisingly, though, just 9% of the people interviewed left for better compensation. What did the remaining 91% list as the reason for leaving their jobs? Well, almost 1/4 of respondents left because there wasn't a clear path for their future with the organization. They didn't understand what could be their next role within the company. They thought they had to leave to move upward. How do you approach the conversation about their future? Give them the option to decide. Ask them what they hope to achieve at your agency. Do they see themselves in a leadership role or do they prefer to develop their skill set? It's important to highlight this decision doesn't have to be set in stone throughout their time at the agency. In fact, this is a conversation you should revisit at least once a year at the annual review – which Joey believes should be a biannual review – where the employee should have the opportunity to change their answer without negative repercussions. You shouldn't expect a level of certainty from your creative, non-client-facing employees. When you're dealing with creatives try to think creatively about how you manage and deal with them in that way. What You Should and Shouldn't Do During Employee Reviews Would annual reviews become something employees are actually dreading? It depends on the type of workers you employ. Entrepreneurs typically hate reviews and may prefer "coaching sessions." And surely you can choose to have entrepreneurial employees. However, that structure will ensure you don't have a good retention. Instead, employees who like stability and like to know what will happen in the immediate future will almost always appreciate a review. They like to know that their work is being appreciated and areas where they can improve. However, there are some things you definitely SHOULDN'T do, like walking into the review announcing you'll be pointing out the areas where the employee is deficient. You also shouldn't use that to justify not giving a raise. Instead, Joey recommends 360 reviews, where you'll review your team members and they'll review you all well. He likes to structure these reviews with STOP, START, and CONTINUE questions. In this sense, you could ask employees “What are some things I should stop doing and why? What are some things I should start doing? And “What is something I'm doing that you'd like for me to continue to do?” Pay special attention to the answer for CONTINUE because that's where you'll learn what's most important to them. This way, you'll cultivate an environment of honesty and accountability without being overly critical. Are You Incentivicing Employee Burnout? What is the actual workload you're expecting employees to handle? Many agency owners don't realize that employees start complaining about not having a healthy work-life balance because that's how much they feel they're expected to work. We're expecting the work time to dip into their personal lives. When was the last time you took two consecutive weeks of vacation? If you can't even remember the last time you did that, how can your employees think it is acceptable behavior? 3 Ways to Create a Remarkable Employee Experience Recognize that onboarding a new employee should be measured in months, not hours. So many owners think they'll quickly bring a new arrival up to speed and they'll immediately start producing. Stop thinking that way. Instead, take everything you'd like them to learn and break it into a day-to-day framework over the course of weeks. Avoid new hires remorse. After accepting a job offer, an employee will doubt themselves and start wondering if they should've asked for more money or taken a different offer. This will occur between the moment of accepting the job offer and their first day in their new position. Normally, the communication they'll get from the company leader during that time is nothing. Instead, use that time to reaffirm their choice. Get clear on your personal psychology. Whether spending time at the shrink, meditating or at a mastermind, you need people on the outside of the agency who feel comfortable holding up a mirror and be honest about how you're showing up. Team Time is Sacred: Prioritizing Employee Meetings Most agency owners will move heaven and earth for a client meeting but will constantly cancel meetings with team members. Nothing destroys engagement more than giving your team signals that they don't matter. Those are the meetings that should never be canceled. Candidly, you have more clients than employees and clients will be easier to replace. Do You Want to Transform Your Agency from a Liability to an Asset? If you want to be around amazing agency owners that can see what you may not be able to see and help you grow your agency, go to Agency Mastery 360. Our agency growth program enables you to take a 360-degree view of your agency and gain mastery of the 3 pillar systems (attract, convert, scale) so you can create predictability, wealth, and freedom.
Joey Coleman is an award-winning speaker who specializes in customer and employee retention. With more than 20 years of experience in the customer experience space, he helps organizations retain their best customers and turn them into raving fans through his First 100 Days methodology. Joey is also the author of Never Lose a Customer Again and Never Lose an Employee Again. In this episode of the Smart Business Revolution Podcast, John Corcoran is joined by Joey Coleman, the author of Never Lose an Employee Again, to talk about how to create remarkable employee experiences. They also discuss Joey's 100-day onboarding process, the connection between customer experience and employee experience, and common pushbacks employers have about remote work.
Today, I'm catching up with Joey Coleman. We're talking about his latest Wall Street Journal bestseller, Never Lose an Employee Again, and the techniques he uses to reduce turnover and increase employee engagement for huge companies like Whirlpool, NASA, Volkswagen, and Zappos. The best part? They can be used at home! Joey also breaks down what a 360 Review is and how much is learned from them compared to a traditional quarterly or annual review in the workplace. We'll also get into how he's been using the stop, start, continue exercise at home with his kids and how that's led to a deeper connection while they grow and evolve together as a family. Enjoy! A Wide-Ranging Conversation Through… Apologizing to your kids How to click with anyone instantly You're not a superhero? That's okay! How to never lose an employee again We're not making employees. We're making LEGENDS. You can't upgrade without an update Stop, start, continue The benefits of a “dirty laundry session” Your kids aren't your interns Embracing our daddy imperfections Get the Full Show Notes Want access to the full show notes, including links to all resources mentioned during today's conversation? Visit FrontRowDads.com/403 More About Front Row Dads Connect with us @ FrontRowDads.com & Instagram Want to hang out with other FRDs in Austin? Watch this 3-min video from our last Front Row Dads Live event. Tickets avail now for December's event. Not able to travel? We got you. Join our next online event, built just for kickass dads who know there's more to learn. FrontRowDads.com/summit FRD is solving a huge problem for dads. Our culture has turned “Dad” into a joke. Go ahead, google Dad and you'll find Dad Bod, Dad Jokes, Dad Weed, etc. Culturally, it's a Homer Simpson mentality, and it's BS. Our community is built for solid men. Men with range. Those who are badass, and know there's still more to learn, together. Most guys find it hard to find “their crew.” Finding other committed men, who are successful in life, and want to put family first – these guys are rare. Is this you? In FRD, hundreds of men from all over the world show up for each other, to share resources and raise the bar of fatherhood (our core values) If you're reading this, you want to grow. Podcasts are great, but guys… when you're ready to stop just listening to content, and want to JOIN the conversations – the FRD brotherhood is ready for you. One more thing… Has this podcast helped you? If so, please tell us how we're doing. Please take a minute and leave a review. Seriously, they matter. Apple Podcasts, Spotify, or wherever you listen. Subscribe to this show on Apple Podcasts | Google Podcasts | Spotify
Tune into today's skucast as Joey Coleman shares his best tips from Never Lose an Employee Again and in January at skucon, he'll be sharing tips from his book Never Lose a Customer Again.
Welcome to this week's episode, featuring Joey Coleman - lawyer, coach, singer, and watercolorist. Joey weaves creativity into the world of business, with a particular focus on visual and cyber creativity. (If there's one thing Joey exemplifies, it's the power of showing someone something in a way that makes them believe so that they're motivated to help). Joey's Wall Street Journal #2 best-selling book, "Never Lose a Customer Again," serves as a treasure trove of strategies and tactics for transforming one-time buyers into lifelong, loyal customers. Furthermore, his upcoming book, "Never Lose an Employee Again," unveils a framework that companies across the globe can employ to curtail turnover rates and amplify employee engagement. Join us for a riveting conversation with Joey Coleman, a person who is changing the game in customer and employee retention, while infusing the world of business with the magic of creativity. LINKS: Joey Coleman- Special Guest LinkedIn - https://www.linkedin.com/in/joeycoleman1/ Website - joeycoleman.com Book Links NEVER LOSE AN EMPLOYEE AGAIN Amazon: https://amzn.to/3WHOTME B&N: https://bit.ly/NLEA-BN Bookshop: https://bit.ly/GetIndieBooks NEVER LOSE A CUSTOMER AGAIN Amazon: https://amzn.to/2U0N2nE B&N: https://bit.ly/NLCA-BN Bookshop: https://bit.ly/GetIndieBooks Paul Fairweather - Co-host https://www.paulfairweather.com Chris Meredith - Co-host https://www.chrismeredith.com.au Two Common Creatives https://www.twocommoncreatives.com/podcastSee omnystudio.com/listener for privacy information.
Most employers wish their employees cared about the business as much as they do. Most employees wish their employers cared about them as much as they care about the business. There's a disconnect when employers think about their employees but fail to show, tell, and demonstrate they care. Never Lose an Employee Again provides leaders at all management levels, across all industries, the tools they need to design impactful experiences and interactions across the eight phases of the employee journey. In this episode, Joey and I chat about how to be a self-advocate, if going back to the office is really what's best for productivity, and how to be a leader people want to follow. Show Notes (02:44) The Great Resignation and work post-COVID (05:00) We can't put the WFH genie back in the bottle - or can we? (08:32) Was leadership was already missing from offices pre-2019 (11:25) Do you have to judge employees as individuals? (16:05) Why we are becoming not only location-independent but also time-independent (20:26) Working parents stand to gain a lot from being able to work from home (26:23) Negotiation for adequate compensation (30:47) Why negotiating yourself is on YOU not your boss (36:57) Some ideas to bring to your employer for improving your working conditions (41:32) Joey's advice for employees and employers is applicable elsewhere too Joey's links: Website: joeycoleman.com Books: Never Lose an Employee again – Never Lose a Customer Again
This week on the podcast, Ben speaks with Joey Coleman, an expert in customer and employee retention. Joey shares his methodology for improving customer and employee retention in the first 100 days, as outlined in his book "Never Lose a Customer Again." He also discusses his newest book, "Never Lose an Employee Again," which focuses on reducing turnover and increasing employee engagement.Joey covers the eight phases of the new team member journey, from recruitment to becoming an advocate for the clinic. Tune in to learn how to create remarkable experiences for your team members and build a loyal customer base.Quotes08:38 - "What I love at the core of this is there's empathy for the other person, and that is truly care."23:40 - "Every employee has coworkers, but not every employee has colleagues… It's really difficult to quit a job where you have colleagues."38:29 - "When we feel that there is someone at work who personally cares about us, who personally is invested in our success, we do better."50:02 - "A master knows there are always edges to polish."Timestamps00:00 Intro00:30 Joey's Bio01:56 "Never Lose An Employee Again" book 06:30 The first 100 days for new team members08:40 Joey's 8 Phases for an employee's journey09:55 1. Assess10:48 2. Accept11:07 3. Affirm 12:20 4. Activate 13:00 5. Acclimate 13:45 6. Accomplish 14:32 7. Adopt 14:56 8. Advocate16:55 Interviews: Giving applicants questions ahead of time20:29 Interviews: Asking off-the-cuff questions23:34 Difference between a "Coworker" and a "Colleague"26:20 Relationships at work28:00 Creating culture in remote workspaces32:08 Unique ideas for employee benefits and rewards36:47 Mentor programs for team members42:20 What phase should I start with?44:00 Highly impactful action to take today (plus script)47:30 What does mastery mean to you?Connect"Never Lose An Employee Again" bookJoey's LinkedInJoey's Website If you found this episode valuable, please give us a thumbs up, share, comment, and give us your ratings on: iTunes - https://podcasts.apple.com/us/podcast/grow-your-clinic/id1332920944?mt=2 Spotify - https://open.spotify.com/show/03nmt7gYDfeeOPV6qBmVTu Watch on YouTube - https://www.youtube.com/@clinicmastery We appreciate your support and feedback!
For nearly 20 years, Joey Coleman has helped organizations retain their best customers and employees, turning them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. His latest work focuses on helping organizations recruit top talent, bring A-players on board successfully, and keep them engaged while they produce remarkable results for years to come. Now, he's helping you do the same in your law firm. In this episode of The Game Changing Attorney Podcast, Joey and Crisp Founder & CEO Michael Mogill explore: A step-by-step process to maximizing your employee retention Why giving new hires “orientation” is NOT enough The crucial difference between coworkers and colleagues And so much more Links & Resources Episode Show Notes Never Lose a Customer Again by Joey Coleman Never Lose an Employee Again by Joey Coleman Jim Kwik Bonnie Raitt Glassdoor W2 employees LinkedIn Tribute Andrew Horn The Wizard of Oz University of Notre Dame University of Georgia (UGA) Nick Saban University of Alabama University of Southern California (USC) NFL MLS JAM Netflix Lego Zoom Yoko Co Bonusly
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!
For almost twenty years, Joey Coleman has helped organizations retain their best customers and employees - turning them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers' experiences and employees' experiences. He is the author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again and the recently released Never Lose an Employee Again. Joey Coleman steps into the fun seat on Thrive LouD with Lou Diamond. ***CONNECT WITH LOU DIAMOND & THRIVE LOUD***
In this insightful episode, we're joined by Joey Coleman, a renowned business expert, and author of the new book "Never Lose an Employee Again". Joey shares his unique perspective on the critical aspects of employee engagement, recruitment, and retention.One of the core ideas discussed is the concept of viewing employment as a journey. Joey argues that employers must understand this journey and the unique paths that each employee takes. He further elaborates on the common hiring practices employed by businesses and where they might be falling short.A significant portion of the conversation revolves around the consequences of hiring the wrong person, especially for small businesses. Joey brings to light the pitfalls of hiring individuals that mirror our traits and the lack of diversity this approach can bring.The podcast takes a turn towards the importance of recruitment in the hiring process. Joey believes that recruiting should be a strategic priority, not an afterthought. He gives listeners valuable advice on effectively sourcing and attracting talent.Finally, Joey shares his thoughts on the role of job titles within a company. He emphasizes how a well-considered title can boost morale, promote a sense of belonging, and potentially impact employee retention positively.Connect with Joey: LinkedIn: https://www.linkedin.com/in/joeycoleman1/Twitter: https://www.twitter.com/thejoeycolemanFacebook: https://www.facebook.com/joey.coleman.18 Support the showJoin the #1 Community for Service-Based Entrepreneurshttps://www.blackdiamondclub.com Follow Shawn and Lacey on Social Media: https://www.instagram.com/drshawndill/ https://www.instagram.com/drlaceybook/
Never Lose an Employee Again: The Simple Path to Remarkable Retention by Joey Coleman About the Book: If keeping employees is a challenge for you, Never Lose an Employee Again offers a proven framework for increasing retention, engagement, and in the process, profits. Joey Coleman, one of the world's leading experts on employee experience, reveals practical strategies that will teach you exactly how to recruit top talent, bring them onboard successfully, and keep them engaged while they produce remarkable results for years to come. Finding and keeping quality employees is one of the greatest challenges facing businesses today. With more people quitting their jobs each month than ever before and employees demanding flexibility, freedom, and advancement, companies are struggling to build a foundation with new hires that leads to long-term commitment. To effectively combat the hiring crisis and remain competitive, business owners and managers must design an employee experience program that begins on day one. In Never Lose an Employee Again, Coleman offers a step-by-step playbook for creating a retention plan with long-term success. With more than fifty proven case studies from organizations on seven continents, Coleman details how you can forge a relationship with your people during each of the eight phases of the employee journey. For each phase, Coleman walks you through the six forms of communication integral to success (in-person, email, phone, mail, video, and even gifts) so you can better connect with your team. You'll learn how to: write job descriptions that attract the right candidates (and plenty of them); counter the “hire's remorse” that every employee feels (yet few businesses ever address); welcome someone on their first day in a way that will leave them talking about it years later; acclimate your people to get them up and running faster and more effectively; re-engage your existing employees to turn them into raving fans; … and much more. Never Lose an Employee Again will reshape the way you think about recruiting, hiring, onboarding, and retaining quality team members–whether you are an owner looking to hire your first few employees, an organization hoping to redefine an industry, or an enterprise that needs to keep growing on a global scale. About the Author: Joey Coleman helps companies keep their customers and employees. As an award-winning international keynote speaker (he's spoken on all seven continents), he works with organizations around the world ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His Wall Street Journal best-selling book, Never Lose a Customer Again (which was featured on episode 167 of The Marketing Book Podcast in 2018), offers strategies and tactics for turning one-time purchasers into lifelong customers. Joey is a very proud graduate of Notre Dame University and is a recovering lawyer. And, interesting facts – after law school he worked at The White House, the CIA, and the Secret Service. Click here for this episode's website page with the links mentioned during the interview... https://www.salesartillery.com/marketing-book-podcast/never-lose-employee-again-joey-coleman
In this insightful discussion with Gino, renowned customer experience expert Joey Coleman shares some enlightening thoughts on employee retention, engagement, and the future of work. Joey reveals how leaders can improve engagement by defining employees' roles in the future and creating a future org chart. He also emphasizes the importance of consistent one-on-one meetings with employees and the consequences of canceling these meetings. Joey addresses common misconceptions about millennials in the workforce and why blaming them for issues in the workplace is unjustified. He presents data-backed facts to debunk common myths about millennials and provides a fresh perspective on employee loyalty. Watch the full video to hear Joey's advice on leadership, his thoughts on how employers have contributed to current issues in the workplace, and his insightful recommendations on improving both employee and customer experiences. Don't forget to get his books "Never Lose a Customer Again" and "Never Lose an Employee Again" for more in-depth insights. Visit our website and Joey's (joeycoleman.com) for more resources on customer and employee experiences. Chapters: 00:00 - Intro 01:27 - Why Did You Write The Book? 04:16 - An Exemplary Company 10:02 - Joey Coleman and the 8 phases to the Employee Journey 16:29 - The Affirm Phase, A Case Study 23:07 - When Should A Company Implement the Employee Journey? 30:39 - Where Does Joey Coleman See Leaders Failing? 34:07 - Have the Times Made Worker Mentalities Change? 38:27 - Where Can You Learn More About Joey Coleman or Reach Out to Him? We're here to help create multifamily entrepreneurs... Here's how: Brand New? Start Here: https://jakeandgino.mykajabi.com/free-wheelbarrowprofits Want To Get Into Multifamily Real Estate Or Scale Your Current Portfolio Faster? Apply to join our PREMIER MULTIFAMILY INVESTING COMMUNITY & MENTORSHIP PROGRAM. (*Note: Our community is not for beginner investors)
Some of the toughest decisions in my life involved hiring and firing employees.I was confronted with the emotional toll it took on both ends of the spectrum. That's why our guest, Joey Coleman, renowned author of 'Never Lose a Customer Again' and 'Never Lose an Employee Again', is here to shed some light on this intricate process.With his own experiences as a leader and the challenging decisions he made as a CEO, Joey offers a unique perspective on the employer-employee dynamic.The episode further highlights the intertwined connection between customer experience and employee experience, shedding light on the employer's responsibility to create a remarkable environment for their team members.We also dissect the balance of hierarchy and dialogue in decision-making, the dangers of confirmation bias, and the importance of rest and recovery after big projects.So, grab your headphones and tune in to this enlightening episode packed with valuable insights for leaders and managers alike.This is not just a conversation; it's a transformative journey.Episode Highlights: Ryan and Joey discuss their experience of speaking with Marcus Sheridan and how much they admire his skills. (6:57) Joey shares his experiences during COVID, including giving speeches and consulting for struggling businesses, and witnessing the contrasting emotions of people facing hardships and successes. (15:43) Joey discusses the importance of employee experience in creating remarkable customer experiences and the interconnectedness between the two. (25:51) Joey mentions that employers struggle to create a positive employee experience due to a lack of firsthand experience, a fear of vulnerability and admitting uncertainty, and a disconnect between customer and employee experience. (30:42) Joey believes that being a great employer is understanding that employee experience is a journey, not a destination, and adapting to the changing world and employee needs (34:29). Joey discusses the importance of valuing team opinions and involving them in decision-making while acknowledging that leaders must make tough decisions and take responsibility for the results. (46:42) Joey mentions that leaders often fail to learn from experiments because they focus on justifying the results instead of understanding why things didn't go as planned. (56:25) Joey discusses the episode's main takeaway, which is to be intentional about the type of people you want in your organization and to incorporate that into every step of the hiring and employee management process. (1:00:08) Key Quotes: “The best books are the ones that you can come back to. You can read it at a different point in your career when you're facing a different problem, a different situation, a different scenario, you're in a different organization, you've got a new product, a new service, whatever it may be.” - Joey Coleman “Most leaders don't actually learned from the experiments. They justify why the experiment ended up the way it did, without exploring why the experiment didn't go the way they thought it was.” - Joey Coleman “Words totally matter, like, it is literally the foundation of our ability to communicate in the modern era, is words, language.” - Joey Coleman Resources Mentioned: Joey Coleman LinkedIn Website: Joey Coleman Book: Never Lose an Employee Again Book: Never Lose a Customer Again Reach out to Ryan Hanley Rogue Risk Finding Peak Learn more about your ad choices. Visit megaphone.fm/adchoices
On the latest episode of Now to Next, join host Nick Nanton as he sits down with special guest Joey Coleman, Wall Street Journal Best-Selling Author, renowned speaker, and expert in customer and employee retention.In a rapidly changing business landscape, employee retention has become a critical challenge for companies of all sizes. High turnover rates not only hinder productivity but also incur significant costs in recruiting and training new talent. However, Joey Coleman has cracked the code to keep employees loyal, engaged, and committed to their organization like never before.Drawing from his extensive research and experience working with top-tier companies, Joey Coleman will reveal the three crucial stages that define an employee's journey and how businesses can leverage these stages to build lasting relationships with their team members.This episode is packed with beneficial information for you and your business! Enjoy!Timecodes:0:06 - Introduction and overview on the topic of the episode1:04 - The focus on Joey's latest book "Never Lose an Employee Again"2:03 - Where the idea of "Never Lose an Employee Again" came from6:46 - Transparency is paramount9:25 - The behavior of employers is to blame for negative employer-employee relationships12:50 - How Nick reevaluated vacation time for his own company to help employees18:10 - Put the right people around you and you can accomplish anything20:15 - The most successful employers moving forward need these two things27:02 - Employee engagement and team building in the virtual world31:27 - How to get in touch with Joey Coleman and get a copy of "Never Lose an Employee Again"32:30 - Closing remarksConnect With Nick Nanton:WebsiteFacebookTwitterLinkedInYouTube
One of the things we self-employed business owners are often unprepared for is being an employer. The independent attributes that make us, us, and the freedom we seek running our own businesses can often mean being an employer doesn't come naturally. We may have never even thought about being an employer when we started our business – that was my case, and it was a big surprise when it came along. Today I speak with acclaimed author, Joey Coleman about the mindset required to navigate the complexities of being an employer. He tells us about the eight phases of employee experience and offers valuable insights on managing employees. Join us as we discuss the essential skills and strategies needed to build and maintain a successful team. Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he 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. His Wall Street Journal #2 best-selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers and his upcoming book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he's spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his amazing wife and two young sons. And be sure to subscribe to The Self-Employed Life in Apple Podcasts or follow us on Spotify or wherever you listen to podcasts so you don't miss an episode. Everything you need can all be found at jeffreyshaw.com. Joey Coleman, thank you so much for being here! Remember, you might be in business FOR yourself but you are not in business BY yourself. Be your best self. Be proud and keep changing the world. Guest Contact – JoeyColeman.com Never Lose an Employee Again: The Simple Path to Remarkable Retention by Joey Coleman Joey Coleman on LinkedIn (@in/joeycoleman1) The Experience This! Show Contact Jeffrey – SelfEmployedNewsletter.com Website Books Watch my TEDx LincolnSquare video and please share! Valuable complimentary resources to help you – The Self-Employed Business Institute- You know you're really good at what you do. You're talented, you have a skill set. The problem is you're probably in a field where there is no business education. This is common amongst self-employed people! And, there's no business education out there for us! You also know that being self-employed is unique and you need better strategies, coaching, support, and accountability. The Self-Employed Business Institute, a five-month online education is exactly what you need. Check it out! Take The Self-Employed Assessment! Ever feel like you're all over the place? Or frustrated it seems like you have everything you need for your business success but it's somehow not coming together? Take this short quiz to discover the biggest hidden gap that's keeping you from having a thriving Self-Employed Ecosystem. You'll find out what part of your business needs attention and you'll also get a few laser-focused insights to help you start closing that gap. Have Your Website Brand Message Reviewed! Is your website speaking the right LINGO of your ideal customers? Having reviewed hundreds of websites, I can tell you 98% of websites are not. Fill out the simple LINGO Review application and I'll take a look at your website. I'll email you a few suggestions to improve your brand message to attract more of your ideal customers. Fill out the application today and let's get your business speaking the right LINGO! Host Jeffrey Shaw is a Small Business Consultant, Brand Management Consultant, Business Coach for Entrepreneurs, Keynote Speaker, TEDx Speaker and author of LINGO and The Self Employed Life (May 2021). Supporting self-employed business owners with business and personal development strategies they need to create sustainable success.
This podcast episode features an interview with Joey Coleman, an expert on employee and customer retention. Together with Galen, Joey explores strategies to enhance the employee experience and mirrors this to the customer's journey. An eight-phase model is discussed, which emphasizes treating employees remarkably, leading them to offer exceptional customer service. The episode announces Joey Coleman as a speaker at the Level Up Claims Summit in 2024 and emphasizes the importance of growth and lifelong learning. Who's the Guest? Joey Coleman is the creator of The First 100 Days – a system that is designed to dramatically increase your customer retention and as a result, your bottom line. Joey is a recognized expert in customer experience design and is an award-winning speaker at both national and international conferences. Highlights Joey introduces his new book 'Never Lose an Employee Again' and discusses the struggles employers face in finding, hiring, and retaining good employees Joey's unique methodology consisting of eight phases Client experience and employee experience is not sales but an authentic process of recruiting and retaining talent How to use video tributes for job offers to emotionally connect with their candidates, make them feel valued and maintain a positive employee experience The importance of making employees feel loved and appreciated, asserting that happier employees will genuinely represent and champion a company The value in considering the employee's loved ones when giving gifts How for leaving a job often has nothing to do with the employer Episode Resources Connect with Galen M. Hair https://insuranceclaimhq.com hair@hairshunnarah.com Connect with Joey Coleman https://joeycoleman.com/ Never Lose a Customer Again: https://www.amazon.com/Never-Lose-Customer-Again-Lifelong/dp/0735220034
On this week's TechTalk, Dr. Jay and Brad interview their great friend, Joey Coleman. As a keynote speaker, workshop leader, and consultant, Joey Coleman helps businesses design creative ways to engage their customers and employees - especially in the crucial First 100 Days® of the relationship lifecycle. Joey Coleman has an eclectic background that has seen him defend "alleged" criminals, sell custom research to Fortune 500 executives, race along the Great Wall, juggle in front of the Taj Mahal, emcee charity auctions, work in the White House, sing a solo at the Kennedy Center, and travel to 51 countries (and counting). As a professional speaker who has given thousands of speeches all over the world, Joey Coleman also works with a small number of private coaching clients to develop and hone their speaking skills. His #2 Wall Street Journal best selling book Never Lose a Customer Again discusses the 8 phases your customer has the potential to travel through as part of their customer journey and the 6 tools you can use during that journey to create remarkable experiences for your customers. His new book, Never Lose an Employee Again discusses the importance of creating remarkable employee experiences. Published by Portfolio/Penguin, this book is now available via e-book, audiobook, and hard back!
Stephanie and Joey Coleman, author of Never Lose an Employee Again: The Simple Path to Remarkable Retention, explore the crucial role the employee experience plays in creating a happy and engaged team. Learn the steps team leaders can take to create a place where everyone LOVES their job. They delve into the power of creating memorable experiences throughout the employee journey—starting with the hiring process and through an employee's first 100 days, which plays a vital role in long-term commitment and loyalty. This episode is packed with lots of practical tips to give you ideas to start implementing immediately. Listen to the end to learn one easy thing you can do today to show your appreciation to your team. Links from the episode: Never Lose an Employee Again by Joey Coleman If today's podcast resonates with you and you haven't read The Small Firm Roadmap Revisited yet, get the first chapter right now for free! Thanks to Posh Virtual Receptionists, Postali, & LawPay for sponsoring this episode.
Stephanie and Joey Coleman, author of Never Lose an Employee Again: The Simple Path to Remarkable Retention, explore the crucial role the employee experience plays in creating a happy and engaged team. Learn the steps team leaders can take to create a place where everyone LOVES their job. They delve into the power of creating memorable experiences throughout the employee journey—starting with the hiring process and through an employee's first 100 days, which plays a vital role in long-term commitment and loyalty. This episode is packed with lots of practical tips to give you ideas to start implementing immediately. Listen to the end to learn one easy thing you can do today to show your appreciation to your team. Links from the episode: Never Lose an Employee Again by Joey Coleman If today's podcast resonates with you and you haven't read The Small Firm Roadmap Revisited yet, get the first chapter right now for free! Thanks to Posh Virtual Receptionists, Postali, & LawPay for sponsoring this episode.
In this episode of Well-Oiled Operations, host Stacy Tuschl is joined by renowned author, Joey Coleman, to discuss his latest book, "Never Lose an Employee Again”, and the keys to employee engagement and retention. Discover the inspiration and extensive research behind the book, unveiling the challenges of employee retention. Gain insights into Joey's unique writing process and global case studies from all seven continents, showcasing diverse companies and providing relatable stories and actionable insights. Explore the evolving expectations of workers and the importance of establishing meaningful relationships with employees. Learn practical strategies to create a thriving workplace culture, navigate remote work communication, and build a strong, committed team. Also in this episode: The importance of having a global perspective on business. Workers today expect more than workers from 50 years ago. Every employee has co-workers, but not every employee has colleagues. The importance of having a shared goal. Why case studies are what made this book so tangible. How the first chapter is a practical playbook for employers. Stay Connected With Joey Coleman: Follow him on LinkedIn Buy his book: Never Lose an Employee Again E-mail helpmejoey@joeycoleman.com Subscribe To Well Oiled Operations with Stacy Tuschl: Apple Podcast | YouTube | Spotify Connect With Stacy Tuschl: Website | Facebook | LinkedIn | Instagram Work with Stacy Tuschl: Join Stacy on her upcoming Masterclass: www.welloiledoperations.com/class Book A Call With Stacy: https://stacytuschl.com/BookCallPodcast The Well Oiled Operations Program: https://stacytuschl.com/well-oiled-transitions/ All of our best freebies – Just for you!: https://stacytuschl.com/research-and-knowledge/ About Stacy Tuschl And Well Oiled Operations: As a best selling author, speaker, and successful business owner, I empower small business owners to thrive. Through my Well-Oiled Operations™ approach, I assist entrepreneurs in attracting customers, increasing profits, and finding personal happiness. My proven process helps students overcome challenges, reach their full potential, and establish self-sustaining ventures—all while maintaining a balanced life. You shouldn't sacrifice your well-being for your business; your business should enhance your life. I understand the worries and doubts you face, but trust me, your dreams can be realized. Let me guide you in transforming your local business into your ultimate vision, fostering tranquility, prosperity, and fulfillment.
Joey Coleman, one of the world's leading experts on employee experience, reveals practical strategies that will teach you exactly how to recruit top talent, bring them onboard successfully, and keep them engaged while they produce remarkable results for years to come.Finding and keeping quality employees is one of the greatest challenges facing businesses today. With more people quitting their jobs each month than ever before and employees demanding flexibility, freedom, and advancement, companies are struggling to build a foundation with new hires that leads to long-term commitment. To effectively combat the hiring crisis and remain competitive, business owners and managers must design an employee experience program that begins on day one.In this long-form interview, host David Millay and guest Joey unpack Joey's frameworks for retaining employees. Together, they highlight stories and principles in Joey's new book, Never Lose an Employee Again.-----00:00 Introduction6:00 Link between Customer Experience and Employee Experience10:30 Joey's Framework for Employee Retention13:20 All Seven Phases Overview20:30 Phase 1: Assess 17:40 Phase 2: Accept35:40 Phase 3: Affirm42:20 Phase 4: Activate47:40 Phase 5: Acclimate 55:00 Phase 6: Accomplish1:00:00 Phase 7: Adopt1:11:00 Phase 8: Advocate1:14:00 Follow Joey, Get in Touch, Buy the BookBuy "Never Lose an Employee Again: The Simple Path to Remarkable Retention" Here: https://a.co/d/2NJ3pcD-----SUBSCRIBE: https://www.youtube.com/channel/UCvhP...About Flip the Switch By EngageMint: Flip the Switch is a weekly podcast where EngageMint Managing PaConnect with Host, David Millay:Follow David Millay on TWITTER: https://twitter.com/DavidMillayConnect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/
Most employers wish their employees cared about the business as much as they do. Most employees wish their employers care about them as much as they care about the business. There's a disconnect when employers think about their employees but fail to show, tell, and demonstrate they care. In this episode, I am excited to bring back Joey Coleman to the show. 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 (e.g., Whirlpool, Volkswagen Australia, and Zappos). His Wall Street Journal #2 best-selling book, Never Lose a Customer Again, shows how to turn any sale into a lifelong customer, and his upcoming book, Never Lose an Employee Again, details a framework that companies around the world can use to reduce turnover and increase employee engagement. Never Lose an Employee Again provides leaders at all management levels, across all industries, the tools they need to design impactful experiences and interactions across the eight phases of the employee journey. Intentionally, the word used to describe each phase starts with an “A” to remind employers that the goal should be to earn “straight As” from their employees. Throughout their employment, employees will assess, accept, affirm, activate, acclimate, accomplish, adopt, and advocate - if and only if employers hold their hand and help them navigate the journey. The greatest impact on employee experience comes within The First 100 Days®. These opening days can make (or break) the employee's experience. But if done right, an employer can build a solid foundation for the relationship, leading to greater engagement and retention in the future. Designing an impactful employee experience doesn't require an organizational overhaul. It doesn't require considerable investments of time and/or money. It just requires a commitment to the consistent enhancement of the employee experience. To purchase your copy of Joey's Book:Amazon: https://amzn.to/3WHOTMEB&N: https://bit.ly/NLEA-BNBookshop: https://bit.ly/GetIndieBooks
On this week's episode of the Same Side Selling podcast, Ian is joined by Joey Coleman, bestselling author of "Never Lose An Employee Again." In this episode, Joey reveals a simple yet powerful path to finding and retaining top talent while driving business profits. Learn from Joey's expertise as he shares practical strategies for keeping employees engaged and happy, avoiding common employment mistakes. If you're eager to capture the attention of the right employees and create a thriving work environment, don't miss this latest episode of the Same Side Selling podcast. Tune in now to gain invaluable insights from Joey Coleman's groundbreaking new book!Joey Coleman, with nearly two decades of expertise, has helped organizations retain customers and employees through captivating keynotes, workshops, and consulting projects. As an award-winning speaker and bestselling author of "Never Lose a Customer Again" and "Never Lose an Employee Again," he empowers businesses with strategies for lasting success.Grab a copy of Joey Colemans book, "Never Lose An Employee Again" HERE-------Looking for more guidance and support on handling all your B2B sales struggles? You can connect with Ian Altman and learn more about the Same Side Selling Academy through the links below: LinkedinTwitterWebsiteEmail : ian@ianaltman.com
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 worldwide (e.g., Whirlpool, Volkswagen Australia, and Zappos). His Wall Street Journal #2 best-selling book, Never Lose a Customer Again, shows how to turn any sale into a lifelong customer or donor.His new book, Never Lose an Employee Again, details a framework companies and nonprofits can use to reduce turnover, and increase employee engagement.In this episode we coverEmployee RetentionTreat Employees the same way you would treat a donorDonor/customer experience is similar to the Employee experienceNew Employees ExperienceThe importance of the first 100 days with a new employeeJob PostingHow to entice the right applicants from the startWhy you should provide interview questions in advanceOff-the-cuff questioning vs. the more common interview questionsLearning about the person as a person instead of an employeeMaking a Job OfferWhat to do during the "quiet period" - the time between the offer and the first dayMaking a lasting impression on the first day and how to "Give them something to talk about."Making sure a new employee understands their role in the company and why they matter.CloseJoey's challenge for the audiencePick up a copy of Joey's book, Never Lose an Employee AgainTo see all the show notes visit: https://www.7figurefundraising.com/podcast/ To learn more about fundraising and our training visit: 7FigureFundraising.com
It has been a while, but we are welcoming back speaker and author, Joey Coleman. A few years ago, Joey became the bestselling author of the book Never Lose a Customer Again, but today he joins the podcast with his follow up book Never Lose an Employee Again.
It has been a while, but we are welcoming back speaker and author, Joey Coleman. A few years ago, Joey became the bestselling author of the book Never Lose a Customer Again, but today he joins the podcast with his follow up book Never Lose an Employee Again. Joey Coleman is an extraordinary communicator with 20 years of experience helping organizations retain their best customers and employees. In our conversation today, he shares so many things that you can take away immediately to ensure that you are attracting, acquiring, and retaining the people you want on your team. This award-winning speaker will inspire you and light a fire under you with this discussion. What We Talked About in This Episode: Joey's hopes for his book and the change that can come for readers The common lament Joey hears from business owners The 8 phases to the employee journey New hire's remorse The Acclimate phase for employees and customers This methodology as a philosophy The highest statistics ever on employee disengagement The realization employees had post-Covid When ego is the motivation Where the smartest companies will win in the future The kind of organization that top employees want to work for What companies get wrong when it comes to attracting employees The distinction between co-workers and colleagues About Our Guest: For almost twenty years, Joey has helped organizations retain their best customers and employees - turning them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers' experiences and employees' experiences. He is an award-winning speaker at both national and international conferences – competing against New York Times bestselling authors, business leaders, and internet sensations/celebrities. He is the author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again and the recently released Never Lose an Employee Again. Connect with Joey Coleman: Never Lose a Customer Again by Joey Coleman Never Lose an Employee Again by Joey Coleman Joey Coleman Home Page Connect with John Murphy: LinkedIn Twitter YouTube Facebook If you liked this episode, please don't forget to subscribe, tune in, and share this podcast. Thanks for tuning in!
The Business of Meetings – Episode 172 – Never Lose an Employee Again with Joey Coleman Get ready to embark on a journey filled with invaluable insights and captivating stories! We are delighted to be joined by the one and only Joey Coleman, a true master in the art of customer and employee retention! With his groundbreaking new book, Never Lose an Employee Again, Joey has delved once more into the depths of human connections and organizational dynamics - this time to unravel the secrets of building long-lasting, loyal, teams. His tireless dedication and the meticulous research of his team yielded remarkable insights and the profound wisdom he brings to the table! Joey Coleman is a trailblazer whose storytelling prowess will leave you spellbound! Prepare to be inspired today as he shares his compelling stories, anecdotes, insights, and wisdom! Joey Coleman Bio When organizations like Whirlpool, NASA, Volkswagen Australia, Principal Financial, and Zappos need to boost their customer or employee experience, they call on Joey Coleman for assistance. For over twenty years, Joey has helped organizations retain their best people (customers and employees) and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. His First 100 Days® methodology helps fuel the successful experiences his clients deliver around the world. In his Wall Street Journal #2 bestselling book, Never Lose a Customer Again, Joey shares strategies and tactics for turning one-time purchasers into lifelong customers - while dramatically increasing profits along the way. His upcoming book, Never Lose an Employee Again, details a framework that companies around the world can use to reduce turnover and increase employee engagement. As a recognized expert in experience design and an award-winning speaker at national and international conferences, Joey specializes in creating unique, attention-grabbing experiences for customers and employees. He works with companies ranging from small VC-funded start-ups to large Fortune 500s, with hundreds of mid-size businesses in between. Joey developed his narrative skills as a criminal defense trial attorney, advised and counseled Fortune 500 companies as a business consultant, honed his communications and messaging skills at the White House, and did things for the U.S. Secret Service and the CIA that he can't talk about publicly! His design and artwork have been displayed in museums, featured in juried shows, and graced publications in the U.S. and abroad. When not traveling the world (52 countries and counting on all seven continents) for keynote presentations, client workshops, and quality beach time, Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his amazing wife and two young sons. Where business owners, leaders, and entrepreneurs tend to fail One of the most common frustrations expressed by business owners, leaders, and entrepreneurs is the desire for their employees to care about the business as much as they do. However, employees also yearn for care and concern from their employers. The principle of reciprocity in human relationships emphasizes that if we want others to treat us a certain way or share our beliefs, we must demonstrate it to them first. While most employers are adept at telling their employees about the benefits they provide, they often fail to lead by example to create personal and emotional connections. Showing care right from the start Employers should showcase how they will care for their employees from the outset. Showing care should start immediately when a potential employee reads the job description and encounters the employer's brand. The philosophy behind Joey's new book, Never Lose an Employee Again Just as companies sell their products or services to clients, they should also sell the company to their employees. That perspective underlies the philosophy behind Joey's book, Never Lose an Employee Again, in which, despite his change in focus from customer experience to employee experience, he recognizes that humans crave appreciation, value, and a sense of belonging, whether they are customers or employees. The inspiring story of Sir Ernest Henry Shackleton Sir Ernest Shackleton, a renowned explorer of the early 20th century, was best known for his ambitious Endurance Expedition to Antarctica. As he assembled a team for this unprecedented endeavor, Shackleton sought to recruit individuals from various backgrounds, including cooks, sailors, seamen, captains, and scientists. Their mission was to explore Antarctica and reach the South Pole. After preparing in South America, they set sail for Antarctica, only to have their ship trapped in the ice, ultimately breaking apart and sinking after ten months. Stranded on the ice, they embarked on a challenging journey back to civilization, enduring harsh conditions for two years. Astonishingly, despite the treacherous circumstances, all 27 crew members survived. Shackleton's research shed light on something unique Shackleton's research shed light on a unique factor contributing to their survival. During the interview process, he asked each candidate if they sang because he recognized the power of communal singing in boosting morale and fostering a sense of connection on the cold Antarctic nights. He understood that joining together in song around the fire could motivate people to persevere. A question for employers to consider That revelation has prompted employers to come up with a single question they can ask prospective employees to determine if they possess the right attitude to join their organizations. Employers should focus not only on skills and qualifications but also on the qualities that contribute to a positive and cohesive team dynamic. Employees' expectations Employees have evolved in their expectations. They no longer only desire a job or a paycheck. They also seek a meaningful career and a promising future. They crave a sense of progress and accomplishment and expect their employers to acknowledge and support those aspirations. That is why merely instructing employees to figure things out and follow the traditional career-development path is no longer sufficient today. A partnership mentality Employers must embrace a partnership mentality and actively participate in the journeys of their employees, recognizing their ambitions and helping them navigate the ever-changing professional landscape. Creating meaningful connections within an organization Leaders are responsible for demonstrating and encouraging meaningful connections within an organization as it expands and the number of employees grows. By setting an example and emphasizing the importance of relationships, leaders can inspire their direct reports to prioritize and nurture connections with their teams. Actively engaging with frontline workers and employees outside the immediate team also helps to foster a sense of community and strengthen connections within a company. The importance of engaging with employees on a personal level As a leader, it is essential to engage with your employees on a personal level. Take the time to discover their interests, such as their favorite sports teams, actors, or musicians. That will allow you to have friendly conversations, engage in playful banter, share jokes, foster a sense of camaraderie with your team, and create a positive and enjoyable work environment. Why Joey recommends sending interview questions to candidates in advance Instead of asking generic questions about strengths and weaknesses, it is better to ask thought-provoking questions that will allow candidates to showcase their problem-solving skills and critical thinking abilities. That approach provides a more engaging and insightful way to learn about the personalities and capabilities of the candidates. Where have all the people gone? The shortage of available workers post-pandemic can be due to several factors. There was a significant reduction in the workforce due to COVID-related deaths. Many individuals had to leave their jobs to care for family members and have yet to return or have returned to more junior positions. Changes in immigration policies resulted in a decrease in the number of eligible workers, and many employees realized that their jobs undervalued them, prompting career changes and relocations. Additionally, there is a declining trend in the number of young workers entering the workforce each year, and the shift toward remote work and global competitiveness for talent has changed the landscape. The shortage is a combination of those factors rather than a single cause. Benefits for employees Employers should focus on understanding what truly matters to their employees rather than relying on superficial perks like foosball tables. They could offer employees unlimited babysitting or reimbursement for house cleaning. Those benefits create stability in their employees' personal lives, which ultimately translates to workplace stability. Connect with Eric On LinkedIn On Facebook On Instagram On Website Connect with Joey Coleman On his website On LinkedIn Episode 13: How to Never Lose a Customer with Joey Coleman Joey's Books Never Lose An Employee Again Never Lose A Customer Again
Joey Coleman is an award-winning speaker and author best known for his book Never Lose a Customer Again, which offers a philosophy and methodology to dramatically increase customer retention. His second book, Never Lose an Employee Again, extends that effective and actionable approach to retaining employees.
Joey Coleman is an award-winning speaker and author best known for his book Never Lose a Customer Again, which offers a philosophy and methodology to dramatically increase customer retention. His second book, Never Lose an Employee Again, extends that effective and actionable approach to retaining employees.
Today we welcome back an old friend of the show, Joey Coleman! A couple of weeks ago you listened to the classic rewind episode where we talked about Joey's first book and, today, we welcome him back to talk about his newest book, Never Lose an Employee Again, which drops on June 27, 2023! I've said on many occasions that Joey's first book was the single greatest business development book I've ever read - it was the only one that caused me to take massive action. I have no doubt that the same experience is going to happen with his newest book. So listen in and learn how you can create remarkable experiences for your customers, your employees, and yourself. I hope you enjoy! In this episode, Neil and Joey discuss:Creating remarkable experiences. Taking actionable tips to never lose an employee or a customer again. The challenge faced in keeping employees globally and how COVID affected that challenge. Creating a better environment than what you originally experienced. The evolving landscape of remote work, workplace competition, and empathetic leadership. Key Takeaways:Employee experience has a lot of underlying principles and traits that can be applied across all cultures because, at the root, everyone is human. Regardless of the size of your firm, the underlying principles and systems you use should work whether you're hiring your first employee or your thousandth employee. Post-COVID, the world of employer/employee-relationship has changed dramatically and it will never return to the way it was before. Human interactions within the enclave of the work environment are the culture. It is more than the accouterments around the office and the relationships within the workplace. "Your customer experience is only ever going to be as great as your employee experience. As you improve the customer experience, the employee experience goes up. As the employee experience falls, so does the customer experience." — Joey ColemanGet in touch with Joey Coleman:Website: https://joeycoleman.com/ Book: https://joeycoleman.com/book/ Twitter: https://twitter.com/thejoeycoleman Never Lose an Employee Again: https://www.amazon.com/Never-Lose-Employee-Again-Remarkable/dp/059354238X 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 https://get.ruby.com/TLE or call 844.311.7829The Net Profit CFO - Ryan Kimler works with attorneys who want to enjoy higher net profits without working longer or harder. With just 9 Simple Numbers, Ryan will help you drive more profit to your bottom line-and he won't confuse you with all the details! Connect with Ryan at www.netprofitcfo.com.Get in touch with Neil:Website: https://thelawentrepreneur.com/Twitter:
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 (e.g., Whirlpool, Volkswagen Australia, and Zappos). His Wall Street Journal #2 best-selling book Never Lose a Customer Again shows how to turn any sale into a lifelong customer and his upcoming book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. What problem do you solve? Business owners are struggling with people. They are struggling to hire and engage and keep their employees. Joey will talk about people and a process to help your business think more strategically about their people. Show Notes: Joey wrote his book, Never Lose An Employee Again, specifically with small business owners in mind. Joey wrote his second book because he realized that you cannot offer a good customer experience with out having a good employee experience. His research was done during Covid and post-Covid and reflects some of the shifts in employee experience. Small business owners are some of the most resilient people in the world and Joey would like to encourage them that they can handle this and can adapt. We need to recognize that the expectation of our employees has changed. We need to recognize that the landscape has changed. Then we need to say “What do we do now?” 8 distinct phases of the employee journey. Assess – A prospective employee is trying to determine if they want to work at a company. Accept – The company extends a job offer and the employee accepts it. Affirm – There can be a phase of new hire remorse. The employee starts to wonder if they made the right decision. This is the point where the company needs to affirm to the new hire that they made the right decision. If there is a gap between acceptance and Activate phase, the company should continue to engage the new employee. Activate – This is the first day on the job. Create an amazing experience. Give them something to talk about when they get home. Acclimate – Starts on day 2 and runs for weeks or months. Accomplish – This is when they have their first milestone or achievement on the job. How are we gonna celebrate this? Adopt – This when they become loyal to us. They are not looking for jobs elsewhere. Advocate – When they are here they are singing our praises and become recruiters for us. We have to be careful because once they are in the door, we may take them for granted. If we do this, we will never get them to the Adopt or Advocate stage. Most business stall out between the Activate and Accomplish stage. We need to think strategically about how people learn so that we can help get them to the Accomplish stage. It may help to think about teaching instead of training. People learn visually. They learn auditorily They also learn kinesthetically It is important to teach every step and action a new employee with make. If you don't have time to teach your people, they won't be able to deliver what you need them to deliver. Process is your friend. Process is repeatable, process is scalable, process allows you to to have more time for spontaneous situations. The first 100 days are critical to make or break the employee experience. Joey Coleman's Best Small Business Tip: If you want your employees to care about your business as much as you do, you should care about your employees as much as you care about your business. Connect with Joey Coleman: Website: joeycoleman.com E-mail a receipt of your pre-order of Never Lose and Employee Again (in any format) to bookbonus@joeycoleman.com and receive a special bonus. LinkedIn Facebook Clarity Navigator Discovery Session – Sign Up HERE Learn more about Gary's Mastermind group at goascend.biz/the-mastermind-solution
Ep 84. Injecting Humanity into The Employee Experience On this episode of The Family Biz Show, we welcome back returning guest Joey Coleman* about his new book, "Never Lose an Employee Again," which focuses on the employee experience and the eight different phases an employee goes through. Joey discusses the importance of recognizing the emotional and mental journey of being an employee and how it is crucial to create a remarkable employee experience to have happier customers. Joey explains the eight phases of the employee journey & the need for personal and emotional connections in the workplace. Don't miss this one! OUR GUEST JOEY COLEMAN* 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 (e.g., Whirlpool, Volkswagen Australia, and Zappos). His Wall Street Journal #2 best selling book, Never Lose a Customer Again, shows how to turn any sale into a lifelong customer and his upcoming book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. --- If you're a family business or a family business consultant and want to be on the show, share your story and help other family businesses, send us an email to producer@thefamilybizshow.com or visit us at The Family Biz Show | Family Business Podcast With Michael Palumbos (familywealthandlegacy.com) to fill out our web form! CRN-5730689-060923 *not affiliated with Lincoln Financial Advisors Corp. Michael Palumbos is a registered representative of Lincoln Financial Advisors Corp. Securities and investment advisory services offered through Lincoln Financial Advisors Corp., a broker/dealer (member SIPC) and registered investment advisor. Insurance offered through Lincoln affiliates and other fine companies. Family Wealth & Legacy, LLC is not an affiliate of Lincoln Financial Advisors Corp. Lincoln Financial Advisors Corp. and its representatives do not provide legal or tax advice. You may want to consult a legal or tax advisor regarding any legal or tax information as it relates to your personal circumstances.
Brandon and I are joined again by Joey Coleman, best selling author of the book "Never Lose a Customer Again", to chat employee onboarding and retention. His new book "Never Lose an Employee Again" is coming out at the end of the month, and we got a huge preview!This episode with Joey is jam-packed with wisdom on how to hire and onboard our employees. Based on more than 50 case studies and interviews with top companies around the world, you'll have lots of actionable takeaways from this show. And you'll want to pre-order his book (or a case for your team). Check it out and by the way- if you want to see Joey live, register for the Core Collective Conference later this summer in Austin, Texas. Joey is the featured keynote this year! Thanks for listening! If you enjoy the podcast please be sure to leave a review, follow the show (don't forget to turn on your notifications!) and share with a friend. Your continued support is what makes this mission possible. Thank you sponsors! Liftify is for restorers who are looking to accelerate their online reviews. Consistent and fresh Google Reviews are critical to growing your online presence and establishing trust with your brand. Don't leave it to chance, partner with Liftify and let them capture the feedback your team has earned. https://www.liftify.com/floodlight C&R Magazine is the industry's oldest and longest running media outlet. The team brings restorers all the current news, developments, education and resources that impact our business and the teams we lead. From print media to podcasts, C&R ensures the industry news you need is accessible from anywhere. https://candrmagazine.com Floodlight Consulting Group provides customized consulting and training support for restoration companies looking to grow and scale their business. 100% Tailored to each client Formal consulting sessions for owners and key leaders Full one-on-one access to the Floodlight team and their network of industry experts https://www.floodlightgrp.com Thank you partners! We love our listeners and want them to have access to the very best in tech and supporting service providers possible. We've vetted each of our partners and highly recommend all of them as key assets to help ensure our listener's success. As a way to honor our listeners, each of them has provided competitive DISCOUNTS. Simply click on the link below and take advantage of our ongoing partnerships. https://www.floodlightgrp.com/partners
Join us for this upcoming podcast episode of Trial Lawyer View where host, Jason D. Lazarus, sits down with the accomplished author and professional speaker, Joey Coleman, as they explore the intersection of law and entrepreneurship. Joey shares valuable insights from his best-selling book, “Never Lose a Customer Again,” and how personal injury lawyers can use his proven framework to build stronger empathy with their clients. Discover how the eight phases of customer experience outlined in his book can revolutionize the way law firms approach customer service and business practices. In addition, we also discuss the role of technology in enhancing customer experience in the legal industry, and how it can help improve client retention and loyalty. As a bonus, Joey also shares his new book “Never Lose an Employee Again” and we explore how law firms can implement his strategies to create a more engaged and committed team. Don't miss out on this opportunity to learn from Joey's extensive experience and expertise. Tune in to discover how you can transform your law firm's customer experience and never lose a customer again.
© 2020-2025 Ivy Podcast Discovery LLC
