Podcasts about never lose a customer again

Joey Coleman returns to the podcast this week with a part 2! Joey has helped companies retain their customers and employees for almost 20 years. As an award-winning speaker, Joey helps businesses convert their employees into fans. He has written two bestselling books, “Never Lose A Customer Again” and “Never Lose An Employee Again.” Listen in as Joey talks about how to fine tune your business and never lose an employee!   Links: Joey's Website: https://joeycoleman.com/

For almost 20 years, Joey Coleman has helped companies retain their customers and employees. An award-winning speaker both nationally and internationally, Joey helps businesses turn their customers into raving fans through his workshops, keynote speeches, and consulting projects. His books, “Never Lose A Customer Again” and “Never Lose An Employee Again” are both Wall Street Journal bestsellers. Listen in as Dave and Joey sit down and find out how to fine tune your business and never lose a customer.   Links: Joey's Website: https://joeycoleman.com/

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

Welcome to episode #909 of Six Pixels of Separation - The ThinkersOne Podcast. Here it is: Six Pixels of Separation - The ThinkersOne Podcast - Episode #909. Acclaimed author, speaker, and expert in customer and employee experience, Joey Coleman, has charted an impressive journey from his roots in a small farming community in Iowa. His career is a tapestry of diverse experiences, from practicing law and working in the White House, to engaging in creative pursuits like graphic art and singing. Joey's professional expertise lies in enhancing customer and employee experiences. Joey works with a range of clients, from corporations to non-profits, in creating impactful interactions. His innovative approach focuses on designing memorable experiences to improve relationships in the crucial first 100 days, whether it's with customers or employees. As a speaker, Joey shares his insights worldwide, teaching his First 100 Days methodology to foster personal and emotional connections between brands and their audiences. He advises a spectrum of organizations, from start-ups to Fortune 500 companies, sometimes even taking equity stakes in start-ups for long-term partnerships, especially in the renewable energy and technology sectors. Joey's recent book, Never Lose An Employee Again, builds on his expertise in fostering lasting relationships in business environments (and is a great companion to his first book, Never Lose A Customer Again). This book is a testament to his belief in the power of creating memorable experiences to retain talent in an organization with this ever-changing work landscape. Let's dive into his philosophies and methodologies, as Joey presents valuable insights for businesses and individuals alike looking to excel in creating unforgettable work experiences. Enjoy the conversation... Running time: 1:16:13. Hello from beautiful Montreal. Subscribe over at Apple Podcasts. Please visit and leave comments on the blog - Six Pixels of Separation. Feel free to connect to me directly on Facebook here: Mitch Joel on Facebook. Check out ThinkersOne. or you can connect on LinkedIn. ...or on Twitter. Here is my conversation with Joey Coleman. Never Lose An Employee Again. Never Lose A Customer Again. First 100 Days. Follow Joey on X. Follow Joey on LinkedIn. This week's music: David Usher 'St. Lawrence River'.

Dan Sanchez (a.k.a., Danchez) shares his 3 pillars for building and growing your audience. Download the free powerups cheatsheet: https://marketingpowerups.com/040

Customer care is one of the most vital parts of your business. If you don't have customers, you don't have a business, so it makes sense to take the responsibility of customer care very seriously!Today, you are going to hear from Kimberly Pulito, a top leader with Scentsy, who has built a strong and thriving business in part because of her excellent customer care system. Kimberly is sharing exactly what she does to serve her customers well and to keep them coming back time and time again, as well as tips on how to level up your customer service. Follow Kimberly on IG: https://www.instagram.com/wicklesskimberly/Check out Kimberly's YouTube channel: https://www.youtube.com/@wicklesskimberlyRead the book Kimberly mentioned, Never Lose A Customer Again! (Affiliate Link): https://amzn.to/47HyU7YTake a closer look at the Modern Direct Seller Academy: https://courses.moderndirectseller.com/mdsa-secret/aff/195/?cpn=tiffany-spies-mdsa

DETAILS | We are witnessing a battle of unmet needs and expectations between employers and employees. While employers struggle to retain existing talent and new hires, 52 - 64% of current employees plan to find a new job next year. What is REALLY happening beneath the surface, what do employees want now, and how can employers adapt to meet people where they are? In this no holds barred conversation with employee retention expert Joey Coleman, we unpack the realities and wisdom from his new book Never Lose An Employee Again. We explore his extensive research (case studies from seven continents!) and staggering statistics about employee turnover and the mindblowing costs of hiring new employees. Joey acknowledges that the rules of engagement have forever changed. Today's empowered workforce views employers in a post-covid world as the vulnerable ones–Emperor's without clothes. Join us as we examine today's employees' rapidly shifting attitudes, beliefs, and behaviors, the urgency (and solutions) to address the growing chasm between employers and employees, and what to look for in a world-class employer! GUEST | 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 over two decades, Joey has helped organizations retain their best customers and employees, turning them into raving fans through his entertaining and actionable keynotes, workshops, and consulting projects. He is the Wall Street Bestselling author of two books, Never Lose A Customer Again and his new 2023 release, Never Lose An Employee Again–The Simple Path To Remarkable Retention. OVERVIEW | Are you ready to ADAPT and REINVENT YOURSELF for the most disrupted and digital workforce in history?  It is estimated over 1 billion people will need reskilling by 2030, and more than 300 million jobs will be impacted by AI  — work, identity, and what it means to be human are rapidly changing. Join hosts Nate Thompson and Alex Schwartz and the TOP VOICES in the Future of Work to uncover how to meet this dynamic new reality driven by AI, hybrid work, societal shifts, and our increasingly digital world. Discover why a Future of Work Mindset is your key to prepare, navigate and thrive! We are grateful you are here, and welcome to the TDW Tribe! www.thedisruptedworkforce.com

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

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

What kinds of experiences are your clients and customers having as they interact with your business? This is an important aspect of our business that we need to explore constantly. It's easy to get caught up with the work and our team members, and we cannot overlook the experience that we are providing for our customers. Let's do a deep dive into this topic together! What goes into creating a top-notch experience for your clients and customers? How do we make it happen? At Tap the Potential, we are focusing intensively on this issue, and we pay close attention to the feedback we receive. Innovating and adding value for your customers allows you to charge more for your quality products and services. In today's solo episode, I want to walk you through the system to use in creating an amazing customer experience and checking in for their feedback. This is Step #3 in the Tap the Potential Solution, the guaranteed path to make your business sustainably profitable so you have more time for what matters most and more money in your bank account. Get a headstart by signing up for the Better Business Better Life Jumpstart, where I'll be teaching the Tap the Potential Solution.    Profit by Design is a Tap the Potential Production. Show Highlights: The real magic in “pumpkin planning” your business to best serve your ideal clients Why it's usually the little things that ensure a top-notch experience for every client and customer Why innovation in either quality, convenience, or price is necessary for growing your business What we found our customers and clients really want—and it isn't top quality Key questions to ask top clients and customers about a positive impression they have with a business, an impactful experience with your company, and their biggest complaints about businesses in your industry How to use a yearly net promoter survey and assess your net promoter score around client experience Wisdom from Joey Coleman's book, Never Lose A Customer Again, to help us effectively serve our clients  How we work to give a rich experience in our training programs and a great ROI for our clients by finding out what drives them crazy How even our best-intentioned practices in our businesses can cause friction for our customers (from Friction by Roger Dooley), but micro-improvements can make a HUGE difference   Links and Resources: Join our Jumpstart. It's our five-day (one hour each day) workshop to start celebrating your wins; each day is a small step with a significant impact on you and your team! Learn more about the next How to Hire the Best course. You can register now for the final session to be offered in 2022. Download our Workbook and take our Better Business Better Life Assessment. New! Now Available!! The 4 Week Vacation book with bonuses! Follow the steps to claim your spot for the upcoming live training, The 4 Week Vacation Better Business Better Life Jumpstart! Download Dr. Sabrina's Introductory Training: How to Make Your Time Worth $10,000 an Hour

Ep #141 - In today's podcast episode, I'm joined by entrepreneur and acclaimed author of "Never Lose A Customer Again," Joey Coleman. When organizations like Whirlpool, NASA, Deloitte, the World Bank, and Zappos need to boost their customers' experience, Joey is the person they call on for assistance. For almost twenty years, Joey has helped organizations retain their best customers and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. His First 100 Days® methodology helps fuel successful customer experience endeavors at companies and organizations around the world - including everything from small VC-funded start-ups, to large Fortune 500s, with hundreds of midsize businesses in between. In his #2 Wall Street Journal best-selling book, Never Lose a Customer Again, Joey shares strategies and tactics for turning onetime purchasers into lifelong customers.   Learn More About Joey Coleman & Get The Book "Never Lose A Customer Again": Visit Joey Coleman's website & get his book at: https://joeycoleman.com/ Connect with Joey Coleman on LinkedIn at: https://www.linkedin.com/in/joeycoleman1/   Also, please remember to subscribe, rate, and leave a written review for the show if you find value in it. Your reviews help this show to reach a wider audience and I appreciate everyone that has been leaving them.   FOLLOW CHARLES GAUDET ON SOCIAL MEDIA: Follow Charles Gaudet on LinkedIn: https://linkedin.com/in/charlesgaudet Follow Charles Gaudet on Facebook: https://facebook.com/charlesgaudet Follow Charles Gaudet on Twitter: https://twitter.com/charlesgaudet   VISIT THE PREDICTABLE PROFITS WEBSITE: https://PredictableProfits.com

#114 Joey Coleman: Build Lifetime Customer Loyalty In 100 Days We're back, and we're in conversation with Joey Coleman, the famous author of the bestselling novel "Never Lose A Customer Again." Behind every successful brand, there's an army of loyal customers, and Joey Coleman is an expert when it comes to turning any sale into lifelong loyalty. Joey has been helping businesses build customer loyalty for almost 20 years now. He's a bestselling writer, teacher, advisor, and incredible speaker. Tune in to this episode of The Ecom Show to hear Daniel Budai and Joey talk about: ✔️ Joey Coleman's Eclectic Career Path ✔️ The 8 Phases of A Customer Journey ✔️How to Analyze Customer Feedback Joey Coleman's Eclectic Career Path Joey had a unique career path. He studied international and national security law in college and went on to serve the nation by working in the United States Secret Service. He also worked in the Central Intelligence Agency and eventually made his way up to serving as counsel to the US president himself. From working as a salesperson to a criminal defense lawyer to teaching in a postgraduate class and eventually starting his own ad agency, Joey's worn several career hats over the years. But what's interesting is that he found a common thread that connected the experiences he gathered from all his jobs over the years. And the thread that connects all of them is, in each of those positions, the way you advanced or were rewarded was by having a keen understanding of the human condition. Why do humans do the things they do? What can we do to convince them or persuade them or encourage them to do the things we'd like them to do? And so as all of those experiences and kind of different career paths meld that together. Joey found himself really focusing on human psychology as it related in a business context to customers. He applied this to his own ad agency and began researching how he could help his clients retain the customers he worked so hard to acquire for them. This search led him on a decade-long journey in uncovering why customers leave and what can be done to convince them to stay. This search has formed the foundations for his book, business consulting, and speeches over the years, and he's now a well-renowned customer retention expert. The 8 Phases of A Customer Journey In Joey's bestselling book, "Never Lose A Customer Again," he talks about the 8 phases of a customer journey. These phases show businesses how they can convert any customer into a lifetime buyer. Here's a quick run-through of these phases and how they relate back to e-commerce: 1. Assess: This is when a prospect is assessing whether or not they want to become a customer. In common parlance, we think of this as marketing and sales. They're looking at your website and your marketing materials; they're in some sales conversations with you. They're in the decision-making process to figure out if they want to become a customer. What do e-commerce businesses need to look out for in this phase? E-commerce businesses need to ensure that their website checks all the boxes a customer would look for. Have ample reviews, product information, a variety of photos, links to social media, and helpful resources to make your customer feel comfortable with your website. 2. Admit: This is when a prospect admits that they have a problem or a need that they think you can help them solve. They sign on the dotted line, and they hand over their hard-earned cash. This is day one of the first 100 days process. What do e-commerce businesses need to look out for in this phase? This is where customers are on your checkout page. E-commerce businesses need to focus on providing an easy checkout process. This means giving customers a choice to sign up through social media, providing guest checkout, and making sure there are enough payment options available. 3. Affirm: In common parlance, we call this buyer's remorse, where they begin to doubt the decision that they just made to work with you. Now in most businesses, we're celebrating because we got a new client, we're really happy. Meanwhile, at the client's office or at the customer's home, they're saying, Ooh, did I make the right purchase? I was looking at a couple of options. And I chose this one. But what if it's not right? Well, I'd be able to get my money back when I get in trouble. How will I do this? And that difference in our emotional high in the customer's emotional low or uncertainty. If we don't address that, we're in real trouble. What do e-commerce businesses need to look out for in this phase? This phase involves keeping customers in the loop! It involves sending out order confirmations and shipping updates. 4. Activate: This is the first real moment of truth when they receive the product. We want to energize the relationship. We want to let them know that doing business with us is going to be unlike any business experience they've ever had. What do e-commerce businesses need to look out for in this phase? In this phase, e-commerce businesses need to start thinking of ways to engage with customers who have just received their products. 5. Acclimate: This is the phase where most businesses lose their customers. In the acclimate phase, our job is to hold our customers' hands to help them acclimate to our way of doing business to get used to our way of doing business. What do e-commerce businesses need to look out for in this phase? Find ways to make sure that customers are actually using the product they bought. There are a bunch of ways to do this! You could send them an email showing them how to use your product or even personalize it by sending customers a survey asking them about why they made the purchase. 6. Accomplish: This phase is all about helping your customers accomplish the goal that they had in mind when they did business with you. What do e-commerce businesses need to look out for in this phase? In this phase, e-commerce stores need to check in with their customers and see that their customers are actually making the most out of their purchases. It involves sending out recommendations based on their previous purchase or simply asking for feedback. 7. Adopt: This phase is where the customer becomes loyal to us and only us; they're not looking at the competition; they've adopted the relationship, and they're committed to continuing to do business with us in the future. And if and only if we've gotten through all seven of those phases, do we get to the last phase, the final phase, the holy grail Nirvana, the thing everybody's striving for, which is the advocate phase! What do e-commerce businesses need to look out for in this phase? E-commerce businesses need to continue the conversation and build a long-lasting relationship with their customers by checking in and providing them with value-based content to keep them engaged. 8. Advocate: When customers are loyal enough to go and refer your brand to people around them. Most businesses want to jump to that phase eight right away. They want to get the customer signed up and then say, Well, who else do you know that might need our product? Or, hey, there are some other things we want to sell you and have you join up and participate in it as well. We need to pace ourselves and take time to work through each of the eight phases to earn the trust and comfort of the customer before asking them to become brand advocates! What do e-commerce businesses need to look out for in this phase? This phase comes naturally after a customer passes through the first seven phases! A returning customer is more likely to be a brand advocate as compared to a new customer. They're easier to get referrals from and to upsell. It's important for businesses to value these customers by treating them to discounts and special deals.  How to Analyze Customer Feedback Customer feedback is crucial, but it's hard to learn from feedback when your customers aren't being 100% honest. Customers might find it difficult to be critical if they have a personal relationship with your brand. This is why it's important to create honest spaces for customers to freely communicate how they're feeling. Here are Joey's tips for getting customer feedback: Provide multiple channels for feedback: Each customer has their own personal preference when it comes to communicating, which is why businesses should have multiple avenues to receive customer feedback. Give your customers the freedom to choose from sending you a message, filling out a feedback form, or directly speaking to you via a scheduled phone call. Ask for feedback at various stages: This is super important if you have a product that works on a subscription-based model or you deliver an ongoing service. Ask for feedback when you're halfway through your transaction, and at the end, that way, your customers have the opportunity to see how you improve based on their recommendations. Acknowledge their feedback: A lot of companies ask for feedback but don't bother notifying the customers about their next steps. It's important to show your customers that you respect the time that they've taken out to help you improve. Give your customers credit where it's due, and thank them for taking the time to give you feedback. Be specific: Asking broad-ended questions can get confusing and vague. Instead, be specific and ask your customers exactly what you want to know. Giving your customers direction makes it easier for them to collect their thoughts. Mix it up: Don't go fishing for compliments! Feedback consists of both positive and negative observations that can help you better your business. Keep it balanced and make sure to ask your customers what they'd like you to continue doing, what they'd like you to stop doing, and what they'd like your brand to start doing.  That's all for today's episode. Make sure to check out Joey Coleman's website if you'd like to learn more about him. You can also check out his book, "Never Lose A Customer Again," to learn more about the 8 phases of a customer journey. If you enjoyed this episode, make sure to check out episode 109, where Shep Hyken shares some more golden nuggets on creating a memorable customer experience. You can also click here to check out the rest of our episodes. Thanks for tuning in! See you back here next Thursday.

Building on our previous episodes on property management, expert Deniz Yusuf joins us again to complete his conversation, talking about good management to protect your properties. If you've been tuning in the last couple of weeks, you'll already appreciate how critical property management is to your success as a property investor. So now we conclude the series with Part 2 of my interview with Deniz Yusuf, a proven industry professional who has achieved great things himself and is now an inspirational property management trainer and coach through his Inspired Growth Training and BDM Coaching programs. To reinforce his property management credentials, Deniz is an internationally recognised consultant who now coaches, trains, mentors and presents to property managers and agents across Australia, New Zealand and the United States. Deniz and his partners train well over 200 real estate offices globally through their Inspired Growth Training Inner Circle Membership platform. His focus is now helping property management offices to grow their businesses by creating superior client experiences, and mentoring property managers to become market leaders in their area. So in the concluding Part 2 of our chat, Deniz reveals his best tips and tricks when it comes to selecting a property manager and ensuring your property is protected, including: What are the keys to successful property management What differentiates a good property manager from an average one What should property investors look for when they select a property manager What are some of the ‘tough love' things Property Managers need to say to landlords Plus a bunch of other property management gold Deniz's book recommendation Never Lose A Customer Again by Joey Coleman Inspired Growth Training And if you like what you hear and you want to find out more about Deniz and the IGT team, jump on inspiredgrowthtraining.com.    Realty Talk And if you want to hear more from Deniz along with all of Australia's leading property investors and independent professionals, join me and the other 120,000 plus regular listeners every week as I anchor host the country's most popular and longest running property show, Kevin Turner's Realty Talk, where we share short and sharp take home tips and tricks on all things property. And while you're there, make sure you don't miss an episode of Realty Talk by signing up, so you get every show and all of the leading property insights in your inbox, every week. Deep dive meeting with Bushy Or if you'd prefer an hour of power to talk with me personally on any questions, queries or issues you'd like to discuss about your investment strategy, finance or property portfolio delivery, just click here then select the ‘Lets Zoom, DeepDive Meeting with Bushy' 1 hour option. Join the Get Invested community: And if you want to continue investing in your knowledge, join me and many other like minded investors in our Get Invested community right now. I send a free and exclusive monthly email full of practical ‘Self, Health and Wealth' wisdom that our current Freedom Fighter subscribers can't wait to get each month. It's full of investment and lifestyle tips, my personal book recommendations, apps I use to enhance life and so much more. Just visit bushymartin.com.au and sign up at the bottom of the page … because this is just the beginning! Get Invested is the leading weekly podcast for Australians who want to learn how to unlock their full ‘self, health and wealth' potential. Hosted by Bushy Martin, an award winning property investor, founder, author and media commentator who is recognised as one of Australia's most trusted experts in property, investment and lifestyle, Get Invested reveals the secrets of the high performers who invest for success in every aspect of their lives and the world around them. Remember to subscribe on your favourite podcast player, and if you're enjoying the show please leave us a review. Find out more about Get Invested here https://bushymartin.com.au/get-invested-podcast/  Want to connect with Bushy? Get in touch here https://bushymartin.com.au/contact/  This show is produced by Apiro Media - http://apiropodcasts.com

In this Do Marketing Better segment, Brian Webb discusses the best three ways to get your account banned on LinkedIn. Learn More Earn More Business Growth Podcast Do Marketing Better Segment Host: Brian Webb Ep. 36 - The Best 3 Ways To Get Your Account Banned on LinkedIn __________________________________ SUBSCRIBE Apple  |  Google Play |  Spotify  |  Pandora |  Amazon Music | iHeartradio | Stitcher ________________________________ RESOURCES & HELPFUL LINKS Whatbox Digital September Book Promo Building A Storybrand - Donald Miller The 10X Rule - Grant Cardone Dare To Lead - Brene Brown The Common Path To Uncommon Success - John Lee Dumas Never Lose A Customer Again - Joey Coleman Atomic Habits - James Clear Never Split The Difference Again - Chris Voss Leadershift - John Maxwell Expert Secrets - Russell Brunson Beyond A Million - Jim Dew   ________________________________ TRANSCRIPT:  Brian Webb: Hey, everyone. Welcome back to the show today. Today, I'm going to tell you three ways, the three best ways to get your account banned on LinkedIn, which of course is something you don't want to do, right? So I'm going to teach you how to behave in a way so that your account will not get banned by LinkedIn. But before I do jump in, I want to remind you of a special promotion that I have going on. If you'll take three to four minutes of your time to do three things, one, go and follow me on Instagram @Brian Webb. Two, go and give this podcast a review or a rating, or both. Three, send me a screenshot between now and the end of September. And if you do, I'm going to pick two of you and I'm going to give you 10 books that have changed both my life and my business. So just as a reminder, Building a StoryBrand by Donald Miller, The 10X Rule by Grant Cardone, Dare To Lead by Brene Brown, The Common Path To Uncommon Success by John Lee Dumas, Never Lose A Customer Again, Atomic Habits by James Clear, Never Split The Difference Again by Chris Voss, Leadershift, John Maxwell, Expert Secrets by Russell Brunson, and Beyond a Million by Jim Dew. These books have made a huge indelible impact in my life. They've truly changed my trajectory forever, and you can be one of two people that I'm going to give all 10 of those books to just because you, one, went and followed me on Instagram at @Brian Webb, two, went and gave this podcast a review and a rating. And three send me a screenshot on Instagram via Direct Messenger. At the end of the month, I'm going to pick two winners and I'm going to give all 10 of these books. So hopefully that's going to be you. I will tell you when we do ask for reviews or ratings, I promise you, this is not a vanity play. It's just the more that people review and rate the podcast, the more the various platforms will actually give more organic reach inside of the podcast platforms, which allows us to help even more people. So that's it. Today, I'm going to give you the three best ways to get your account banned on LinkedIn, so you want to avoid these behaviors. First, be careful that you do not have too much activity for the level of account that you have. In the past, it used to be that the normal accounts on LinkedIn could send out 50 invitations per day to connect. And if you have Sales Navigator, you could send up to 100 invitations a day. Now, in my opinion, LinkedIn is just not very effective without Sales Navigator, so I still recommend that you have it. But here recently, LinkedIn has been limiting the amount of invitations that you can send down to about 100 a week. That's 100 connection requests weekly. And somewhat of a bonus tip, be careful, do not use Chrome extensions to browse other people's profiles automatically, or run endorsements or auto engage for more than 50 profiles in a day, and not more than a few hours at a time. And while I'm a huge advocate for marketing automation, just be careful, LinkedIn is not a fan of these robotic softwares that engages on your behalf on LinkedIn. So just be really careful of that. And if you have sent previously, multiple requests out to people to connect and they're still out there as a pending request, you want to go in and sanitize that on a regular basis. LinkedIn does not look at your account favorably if you have hundreds or thousands of old pending connection requests. Now, basic accounts can only have up to 1,500 pending requests, and if you have a Sales Navigator upgrade, that account can have up to 2,500 requests before you have to go in and withdraw. However, I want to recommend that you don't get anywhere near 1,500 or 2,500. In fact, I would actually suggest, if you have requests that are older than 14 days, that you go back into your account and withdraw those connection requests. So to recap, one, be careful of having too much activity for the level of account that you have. Two, go back and monitor and withdraw your old pending connection requests. If they're more than two weeks old, go back in and undo them, withdraw them basically. And last, be careful about including too much information when you send a connection request. Remember that when you're sending a connection request on LinkedIn, your only goal is to connect. Your goal should not be to connect and pitch all at the same time. In fact, that's probably, without a doubt, the biggest mistake that I see on LinkedIn, everyone wants to connect and then pitch right away. And those are the people that won't understand why their LinkedIn marketing efforts aren't really paying off. They try to connect, they try to pitch, it's too fast. That's not the way people form relationships. So be a little patient, be willing to take some time to form that relationship over time. And remember, anytime you send somebody a connection request on LinkedIn, they have one of three options. They can accept, ignore, or they can indicate that they don't know this person. So if too many people select option three, "I don't know this person," your account will get restricted. So the goal is not to give them any reason to hit that option. So to recap, be careful about having too much activity, which usually, by the way, happens with automation, but be careful of having too much activity for the level of account that you have. Second, if you have a bunch of old pending connection requests that have not been accepted, go back in, sanitize, clean that up, withdraw those requests. And then last, be careful to include too many messages when you want to connect. Just say something that's relevant to that person, that's kind of what is in it for them. Be short, be brief, and then you can use engagement in the future and messages in the future to actually continue to nurture that relationship into a potential customer or client. So there you go, that's three behaviors to avoid if you want to really protect your LinkedIn account. Don't forget, if you love what we're doing here, go and follow me on Instagram @ Brian Webb, go and give this podcast a rating and a review, and then go and send me a direct message with a screenshot of your rating and review. I'm going to pick two lucky winners at the end of the month to give 10 books that will change your life, they'll change your business. Thanks for being here today. I will see you on the next episode. ________________________________ FIND & FOLLOW WHATBOX DIGITAL Website | Linkedin | Facebook | Instagram ________________________________ CONNECT WITH  BRIAN WEBB Linkedin | Facebook | Instagram Email: brianw@whatboxdigital.com  Clubhouse: @brianwebb __________________________________

In this episode, Steph + Jeff dive in to how to start a business. We begin by discussing the initial idea + inspiration stage (2:48). Then, Steph opens up about her experiences with imposter syndrome (11:48), burn out (16:46), and competition (19:48) followed by answering the question we receive the most, "How do you grow organically?" (25:37). We wrap up with our lightning round (29:20) featuring Ice Cream by Jeff and "The Dip" aka "When was the last time you wanted to quit!?"

You might know how you acquired your customers, but do you know why they left? After making huge investments of time, money, and energy to acquire new customers, most companies see between 20 percent and 70 percent of those customers disappear in less than one hundred days. They break contracts, cancel memberships, stop using your product, or simply never come back. Today on the show I have the great pleasure of talking with Joey Coleman. Joey helps companies and organizations create a comprehensive customer experience strategy. As he explains, by creating remarkable customer experiences, you can stop your customers from leaving and keep them coming back for more. Joey is the author of the fantastic book, Never Lose A Customer Again (you should read this!) and during this episode, he outlines the eight different states or phases a customer goes through during their experience with a business. And if you meet your customer at the state they are in during their journey with you, they will stick with you and come back. If you drop the ball along the way, you will likely lose them. Listen to this one, it's chock-full of goodness and powerful takeaways! ~ Pia Get all links, resources and show notes at https://makeyourmarketingpodcast.com

How To Generate And Convert Online Leads In Your Farm - Episode 16 – Andrew Fogliato http://www.LaunchYourFarm.com/Episode16 Welcome back to our 16th episode of the Launch Your Farm Show where I interview Andrew Fogliato with Just Sell Homes. Today, Andrew and I discuss how he went from selling homes and not loving it, to helping agents in his brokerage to speaking and training all over North America and helping agents run their online marketing systems and helping them crush it with online ads. With more and more people moving their attention online, we discuss some great online strategies that are working for agents and how you can replicate these systems and strategies. In this episode Andrew and I talk about: · Why trying to game the system with social media and google will hurt you in the long run. · Andrew shares how to create content that will work consistently and bring you in leads time and time again without annoying your audience · What you can do to shift your business to adding online marketing strategies that compliment your offline marketing. · A SUPER easy way to leverage your online relationships to find your ideal clients offline. · How to niche down your database to provide the right content to the right people at the right time. · Plus a ton of other ideas that you can use to grow online presence and reach your farm online! Connect with Andrew at www.JustSellHomes.com Join his facebook group group at www.Facebook.com/groups/WheelHouseJSH Book a call with him at www.BookAndrew.ca And check out his Over A Pint podcast online. YOUR BEST BOOK – Check out Andrew's favorite book at the moment. (He cheated and gave 2) “Never Lose A Customer Again” by Joey Coleman To get a copy you can order it here: Canada – https://www.amazon.ca/dp/0735220034 USA - https://www.amazon.com/dp/0735220034 “The Alter Ego” by Todd Herman To get a copy you can order it here: Canada – https://www.amazon.ca/dp/B07J1T65D7 USA - https://www.amazon.com/dp/B07J1T65D7 Be sure to like and subscribe as well as check our website and other social channels. Your Friend In Farming, Ryan Smith Launch Your Farm Website - http://www.LaunchYourFarm.com Facebook - http://www.Facebook.com/LaunchYourFarm

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

Author of "Never Lose A Customer Again" joins Shawn to talk about how to increase retention in your service based business. Joey outlines several practical ways to maximize the lifetime value of your clients and turn them into advocates of your services. Great listen!Check out Joey's Book: "Never Lose A Customer Again" https://www.amazon.com/Never-Lose-Customer-Again-Lifelong/dp/0735220034

Show notes: I really need to get better at this. Dan Woerheide, the owner of Pro Growth VA and host of the Prow Growth podcast, has taken valuable time out of his busy schedule to tell us all about coaching, podcasting, and being a Veteran business owner. Contact Dan at support@progrowthva.com I’m not gonna ruin it for you. Listen in. Shout out to Keagan’s Irish Pub of Virginia Beach. Thanks for letting us use your place and drink your beer. Never Lose A Customer Again by Joey Coleman Business Wars by Wondery The Marshmallow Test: Why Self-Control Is the Engine of Success by Walter Mischel Start.: Punch Fear in the Face, Escape Average, and Do Work That Matters by Jon Acuff Finish: Give Yourself the Gift of Done by Jon Acuff Check out our biggest supporter, Trek CBD at TrekCBD.com. Find more episodes of Business and Brews on your favorite platform at http://businessandbrewsshow.com --- Send in a voice message: https://anchor.fm/businessandbrews/message Support this podcast: https://anchor.fm/businessandbrews/support

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

In this 7-Figure Fundraising episode, Trevor interviews Joey Coleman, the award-winning speaker and author of the #2 Wall Street Journal bestseller, Never Lose A Customer Again. During this episode, Joey speaks directly to nonprofit leaders on how to improve their donor retention strategies to achieve lifelong loyalty.

Join Joey Coleman and me May 5th at 7PM/CST to learn how to Never Lose A Patient Again!✨   Joey Coleman’s, Never Lose A Customer Again has 8 stages and the 4th is…

Joey Coleman is the world’s leading expert in customer retention. He’s also one of the most interesting - and interested - characters that How To Get A Grip has ever hosted. From singing in the street to how he was raised, from his addictions to his many, many interests, Joey delivers the goods in this frank and surprising chat with Matthew Kimberley. Meet Joey Coleman and then buy three copies of his book - Never Lose A Customer Again.

In this episode, I’m really excited to have as my guest, Joey Coleman, who is the author of Never Lose a Customer Again. Joey helps companies keep their customers. As a keynote speaker, workshop leader, and consultant, he helps businesses design creative ways to engage customers - especially in the crucial First 100 Days®️ of the customer lifecycle. Joey 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 48 countries (and counting). Today, his focus is on speaking, coaching and writing about all things customer experience. In our discussion, Joey and I talked about: Why the first 100 days of having a customer are so important and how to overcome buyers' remorse Why it's important to understand what the customer REALLY wants and focusing your efforts on helping them achieve that result How to intentionally engineer a customer experience that will generate more sales, but more importantly, generate an army of raving fans that will want to tell everyone about your company. Listen to the podcast to learn more. Show Notes and Blog The Podcasts

How would it feel to not only be driving more traffic to your business and converting them to customers, but to never lose a customer again. Sounds amazing right? Well today, I want to invite you into a behind the scenes conversation where we talk about all of the things we are personally doing to never lose a customer! Today I am joined by my “partner in crime” also known as my Integrator, Claire Nix! Claire has been a member of my team now for almost 3 years, and is the person who turns my vision into reality. I can’t wait for you to literally get an all access pass to one of our private strategy meetings we just recently had for our Foot Traffic Formula program! "The only way to differentiate yourself is through your customer experience..." At minute 2:29, we're talking about the book, Never Lose A Customer Again by Joey Coleman that I wanted Claire to read. This was super helpful as her role was to start coming up with more ideas so she is sharing her big takeaways from the book. We're diving into behind-the-scenes of what a normal meeting or conversation looks like between us. "We found the 2 things that worked best were our coaching and accountability..." At 5:45, we're chatting about what we think work best in the previous round of Foot Traffic Formula after reviewing customer surveys. Hear us talk through ideas and strategies while we were in the process of creating our signature program. Plus, we share insights and strategies into creating workbooks to go along with the Foot Traffic Formula. "There are always struggles or client issues that they would appreciate a different way to do it..." At minute 15:59, Claire and I talk about struggles we saw in the last round of the program that we need to be actively fixing and prepping for the upcoming round. Hear how we decided what experts to bring in on topics like tech support, social media strategy and copywriting! "They should be able to have a funnel up and running on day 1..." At 22:44, we're diving into tech and the problems we saw where people were getting stuck. Find out what we're doing different this time, what program we are using that our clients get to clone our EXACT funnels and email sequence to create their own and what we did to streamline our content. "In less than 24 hours they had 30 paid members..." At 30:23, Claire is sharing a few testimonials and success stories that stood out to her. We're sharing the strategy behind our 24 hour response time to make sure our customers are heard! Our #1 mission is to give our customers results in the fastest, most efficient way possible. The doors to The Foot Traffic Formula will be open September 19th so be sure to get signed up immediately for the next round! I hope to see you in there! P.S. Are you ready to go to the next level? Here are some ways I can help! Take the Foot Traffic Business Growth Assessment! Figure out where you are to plan where you can go. Click here to learn more. Did you hear the news? I just opened a BRAND NEW Facebook group that is exclusively for brick and mortar small business owners. Click here to join now! (*You must answer all the questions before being approved to join!) You can also join me on Instagram, @stacytuschl and @foottrafficformula and tag me with your big takeaways from today's episode!

What does integrity mean to you? Why is integrity important? And how do your business systems and your team members support the integrity of your business? These are some important considerations that determine the success of our businesses.  Today Dr. Sabrina interviews Andre Ong. Integrity is key to building trust in today’s business environment. While many of us entrepreneurs are mindful of our own integrity, we may not be paying enough attention to the important role our systems and team members have in supporting the integrity of our company. Gaps in our systems can inadvertently undermine our company’s integrity with our top clients and customers.  Andre is a huge advocate for sharing The Pumpkin Plan and Profit First with entrepreneurs. Dr. Sabrina asks Andre to reflect on what he’d have done differently if he’d been introduced to these two books early on as an entrepreneur. Andre shares some hard-hitting school of hard knocks lessons from his experience. Andre and Sabrina also discuss what it's like to partner with your spouse in running your business, and what Andre has learned that enables his wife and him to work together successfully. Tune in now, to hear Andre's words of wisdom. Andre Ong is a serial entrepreneur with no hope of breaking the habit. He and his wife, Angela, have worked together since 2001 when he offered to help her pass her Real Estate exam because he needed an angle to date her. They were married in 2002. Having both been previously married, Andre now has four children, technically step-children, but he's not a very technical sort of guy. He also has seven grandchildren, ranging in age from four months to thirteen years.  Past endeavors include managing foreclosures, managing and supervising maintenance for rental property, and working with real estate investors (which is sort of like being an agent with Men in Black). He was a military chaplain while working into financial services, where he currently focuses his energy, but because of compliance, we can’t say much more than that. He and Angela also founded a non-profit to work with Service members and autistic children (they have an autistic grandson) along with Diverse Management Solutions, a company that allows them to provide services and wisdom to other entrepreneurs. He and Angela have fully gutted and renovated 3 homes. The first one was renovated while they slept in a tent on the deck for a few months. He’s also a horseman and has incorporated equine assisted learning as part of his work with Service members. Oh, and he has 2 masters degrees. So he’s a nerd, too. He brings together a scholarly nature (inherited from his father, a nuclear and chemical engineer) with his experience in the trades and business to the people he assists today.   Show Highlights: Andre is a huge fan of Profit First and Pumpkin Plan and he gives these books out at every opportunity, to help other entrepreneurs.  Andre gives some tips for making a husband and wife team work well. Andre defines integrity. The fine line between personal and professional integrity is becoming blurred in our culture, especially with how much social media can impact a person's employment. Being mindful of the way that your personal life impacts your business. Andre shares some thoughts about how our business systems and processes demonstrate integrity. The image that you portray from the beginning to the end in your business, and even the words that you choose, have to be consistent. Trust is the foundation of what we're trying to get to in our business. And consistency builds trust. Being mindful of your clients' low points and pulling them through. Dr. Sabrina shares some powerful questions from the book Never Lose A Customer Again, by Joey Coleman. Using an action plan, and regular check-ins, to keep your goals in sight. Andre talks about the process of developing your process. The difference between the official truth and ground truth. Why you should 're-onboard', or start over, with your current clients every two years.  The importance of developing your own character, and that of your employees. Coaches also need coaching. Dr. Sabrina explains her concept of 'Veggies First'.  Holding people able, rather than accountable. Andre talks about his non-profit, and equine-assisted learning. Andre discusses his other non-profit company, Diverse Management Solutions, which provides services and wisdom to other entrepreneurs.  What Andre would have done differently, had he known about Profit First and Pumpkin Planning when he first started his business.   Links and resources: You can find Andre on LinkedIn www.linkedin.com/in/andreong Books: Never Lose A Customer Again by Joey Coleman             Fierce Conversations by Susan Scott             Fierce Leadership by Susan Scott             The Pumpkin Plan by Mike Michalowicz             Profit First by Mike Michalowicz

How are you displaying yourself and your business online? This week we go through some basic tips on how to make sure you’re making the most of your organic posts. We also cover the second part of the customer journey from the book Never Lose a Customer Again by Joey Coleman.

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

“I believe the #1 thing we should be doing as speakers is trying to give speeches as often as we can because every single speech is a treasure trove of feedback and information.” - Joey Coleman (click to tweet) Speakers need to have strong beliefs, lightly held. Yes, there’s contrast in that statement, but contrast is the beauty of performance. The job of a performer is to deliver a strong message while simultaneously being open to audience feedback. This is the tricky, two-sided nature of the job—one must possess the skills to provide both a powerful experience for the audience and a relatable openness during the socialization that occurs after a speech. On today’s episode of Steal the Show, we are joined Joey Coleman. For over a decade, Joey has helped organizations retain their best customers and turn them into raving fans through his entertaining and very actionable keynotes, workshops, and consulting projects. In this conversation, we unpack Joey’s Wall Street Journal bestseller, Never Lose A Customer Again. Joey provides insight for anyone trying to take their career to the next level. From the novice public speaker seeking his/her first paid gig to the amateur writer attempting to finish his/her first book, Joey’s insights will prove to be valuable. You can order Joey Coleman’s Never Lose A Customer Again here. “The more we spend looking at other people, the more we realize that often—they’re holding up a mirror. They’re holding up a mirror for us to understand something about ourselves.” - Joey Coleman (click to tweet) Steal the Points Contrary to popular belief, not every relationship needs to be a long-term relationship. Usually the audience’s expectations are extremely low. The tactics speakers use to make themselves feel comfortable typically make the audience feel uncomfortable. Connection happens quicker when the people are at eye-level. Research shows that humans are afraid of those who are bigger than them. Figure out what the audience needs before stepping on stage, and deliver that to them. Listen to all of the speakers to hear what the audience has already heard. When giving a speech, recognize that it’s difficult to be in the audience. Many audience members need time to process the speech before asking questions.  

Joey Coleman, the Lawyer, the Salesman, the Teacher, and the Spy, discusses his new book "Never Lose A Customer Again", along with how working in the CIA has helped him be a better dad. Will he ever run for office? The answer might surprise you. 

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