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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.

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.  

This week on South Africa's No.1 motoring podcast, it's Lawrence and Taye at the helm, as the gents discuss the greatest cars of all time, in their opinion. An interesting kangaroo repellent has been developed by Volkswagen Australia. Lawrence talks us through whether we really need to service our cars that often. Last up, some thought-provoking questions are answered with AskAutoTrader. AutoTrader

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

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.

What if I told you the way that you think about recruiting, hiring, onboarding, training, and retaining your team members could be wrong?My guest on this week's episode of the Creating Superfans podcast is my good friend, Joey Coleman. Joey is a two-time Wall Street Journal bestseller and the author of one of my favorite books, Never Lose An Employee Again.   He's an award-winning speaker who's worked with organizations ranging from small start-ups to global brands, such as Whirpool, Volkswagen Australia, and Zappos.  In today's episode, we talk about how your employees are a much bigger piece of the puzzle than you may have realized and the things that you need to do to get them to advocate on your behalf.Show Notes:4:15 -  The funny reaction Joey is getting when CEOs read his new book, "Never Lose An Employee Again."5:09 - Why Covid has been the biggest influence on the employee experience throughout history6:21 - Why the workforce will eventually decline8:30 - Joey believes that employees are not driven by paychecks10:33 - Employees should have good stories to share about their experiences working for the company.  How do you ensure that your team members are advocates of the company?12:29 - What percentage of your new hires are coming from internal referrals?14:03 - Joey's interesting experience as an intern that taught him a lot about workplace culture20:01 - Many employers fail to understand the goals and aspirations of their employees, both professionally and personally.22:21 - How corporations have set the wrong precedent for work/life balance26:25 - The difference in workplace culture pre-IPO and post-IPO27:52 - How Japan does business differently and how it relates to employee loyalty32:52 - How immigration relates to employee experience, the future of our workforce, 37:33 - Brittany shares one of her most recent newsletters about how to talk to your employees about challenging world events, especially in light of the Israel-Hamas War.40:02 - 63% of customers want to do business with a company that says what the organization stands for. For employees, it goes up to 69%44:28 - Find "Never Lose An Employee Again" on Amazon or anywhere else you buy your booksVisit Joey's Website

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

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

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

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!  

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

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.

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

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

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 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. 

The days of driving into a new car showroom and driving out with your model ofchoice is still a major issue. It varies brand on brand and has become such anissue that car makers are posting wait times for specific models to make yourchoice a lot easier. Unfortunately, many customers are told by dealers of a muchearlier supply time to secure a sale and then find there stuck with a long delay.Checking availability of a Lexus NX SUV this week for a friend I was surprised thewait was six months for a petrol model, up to two years for a hybrid variant.Volkswagen Australia this week also paused orders for some versions of its verypopular Tiguan SUV with availability disruptions for its all-wheel-drive modelsmeaning demand is expected to significantly exceed supply. Front wheel driveVW Tiguan's however remain unaffected. See omnystudio.com/listener for privacy information.

Episode 166 Welcome to the MSP Marketing Podcast with me, Paul Green. This is THE show if you want to grow your MSP. This week's show includes: The best marketing strategy, part 2 of 3 'create an unfair advantage for your MSP by building a relationship with your audiences' Sell more to current clients by getting the very best out of 'strategic reviews' An expert joins me to share how to get more referrals by improving retention Featured guest: Thank you to Joey Coleman, author of Never Lose a Customer Again, for joining me to talk about how to get more referrals by improving retention. Joey helps companies keep their customers. An award-winning speaker, he shares his First 100 Days® methodology for improving customer experience/retention with organisations 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. Connect with Joey on LinkedIn, read / listen to his book and check out the Experience This! podcast: https://www.linkedin.com/in/joeycoleman1 https://www.audible.co.uk/pd/Never-Lose-a-Customer-Again-Audiobook/B07BDQKDRD https://www.amazon.co.uk/Never-Lose-Customer-Again-Lifelong/dp/0735220034 https://dangingiss.com/experience-this/ Extra show notes: Listen or watch every Tuesday on your favourite podcast platform, hosted by me, Paul Green, an MSP marketing expert: https://www.linkedin.com/in/paul-green-msp-marketing/ https://www.paulgreensmspmarketing.com/about/ Subscribe to the MSP Marketing Action Monthly magazine: https://www.paulgreensmspmarketing.com/action/ Subscribe to my YouTube channel: https://www.youtube.com/mspmarketing Subscribe to this podcast using your favourite podcast provider: https://www.audible.co.uk/pd/Paul-Greens-MSP-Marketing-Podcast-Podcast/B08JK38L4V https://podcasts.apple.com/gb/podcast/paul-greens-msp-marketing-podcast/id1485101351 https://www.stitcher.com/podcast/paul-greens-msp-marketing-podcast https://podcasts.google.com/feed/aHR0cHM6Ly93d3cucGF1bGdyZWVuc21zcG1hcmtldGluZy5jb20vZmVlZC9wb2RjYXN0?sa https://music.amazon.co.uk/podcasts/b03a9638-adf4-4491-93f1-56

Description: The biggest problem facing businesses today comes from the fact that they spend too much time, effort, money, and energy focused on acquiring new customers, instead of focusing on delighting and retaining their existing customers.Bio: Joey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as 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.Links:  LinkedIn: https://www.linkedin.com/in/joeycoleman1/Website: https://joeycoleman.com/Twitter: https://twitter.com/thejoeycoleman

In this episode, Joey shares the secrets to a happy marriage and talks about teaching your kids about the consequences of the choices they make. Tune in and find out the two things you will want to experiment within your family life. Key takeaways to listen for The 90/10 rule for improving your marriage Doing the best we can Best, worst, and weirdest part of the day The stitches vs. band-aids phase Having daily failures About Joey Coleman For almost twenty years, Joey has helped organizations like Whirlpool, Volkswagen Australia, and Zappos retain their best customers and turn them into raving fans using his First 100 Days® methodology. He has a long history of energizing and motivating audiences to enhance their customers' experiences. He is also the author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again, which shows how to turn any sale into a lifelong customer. Connect with Joey Website: www.joeycoleman.com Twitter: @thejoeycoleman   Connect with Us To learn more about us, visit our website at www.18summers.com or email us at info@18summers.com. To get a copy of our book “The Family Board Meeting”, click here. Subscribe to 18 Summers Podcast and leave a rating and written review! Social Media Channels Facebook Group: 18 Summers LinkedIn: Jimmy Sheils Instagram: @18summerstribe

The Family Biz Show Episode 29 - Customer & Employee Experience For Family Business with Joey Coleman  Listen as best-selling author of Never Lose a Customer Again, Joey Coleman, shares why it's so important for family businesses to create an incredible customer and employee experience. You'll learn:  Techniques to help family businesses leverage the extra trust afford them by both employees and customers  Why the first 100 days are so important for customer and employees and what you can do to enhance their experience How to reduce customer and employee turnover and increase bottom line profits How the best companies are retaining customers and employees and growing market share in uncertain times    This week's guest:  Joey Coleman*  Joey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as 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. When not speaking to audiences around the globe, Joey enjoys spending time with his amazing wife and two young sons in the mountains of Colorado. Visit Joey's website at joeycoleman.com    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.   CRN-3535566-040621  *Not affiliated with Lincoln Financial Advisors Corp.      

ABOUT JOEY COLEMANJoey Coleman is a recognized expert in customer experience design and 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. When not speaking to audiences around the globe (both virtually and in-person), Joey enjoys spending quality time with his amazing wife and two young sons.  WHAT YOU WILL HEAR:[01:40] His career background[02:28] What influenced him to write the book “Never lose a customer again”[03:30] How human psychology applies to different career tracks[06:40] Values learned from parents that influenced his career[10:05] Success stories of implementing the principles of his book [12:30] Most important aspect for tenants and customers [15:30] Using technology and preferred mode of communication for the tenants [18:00] Benefits of regularly communicating with clients [20:00] Affirmation Phase of the customer or Buyer's remorse [24:30] Improvement on stages and process in Property management [28:20] Using other people's positive experience to grow your network [34:24] Eight phases that customers go through [38:28] About the book “Never lose a Customer again”[41:55] Advice to his 25-year-old self[42:53] First Entrepreneurial Endeavor[45:06] His formal and Informal training that shaped his journey[48:43] The opportunity that got away[51:10] Importance of acknowledging your accomplishments KEY QUOTES:[2:57] In every job that you have, the way to succeed is to have a key understanding of the human condition. Why do humans do the things they do? And what can we do to convince or persuade them to do the things that we like them to do [13:25] Often people confuse the finish line in the conversation with our customers. We anticipate the finish line is at one point when the reality is our customers see the finish line much later, and if we're not paying attention to where they think the finish line is, you're not going to have happy clients for the long-term. [18:45] We have to look at what's the most important to the audience that we're serving, what's most important to tenants and owners. A lot of times those little extra touches can go a long way towards making deposits to a bank account for when things go wrong. [22:50] If we don't address that in the relationship early on, that difference between our excitement that we got the deal, and the other side of the table which is fear, doubt, and uncertainty on how this relationship will work out. That gap only increases over time, so you have to do things to affirm the decision that they've made to work with us. Summary of BusinessDesign Symphony is a customer experience branding firm. We're a Creative Digital Agency focused on the development of Apps, Web Design, Interactive Installations, Print, & Creative Consulting / Direction. We tell stories, paint pictures, and create compelling environments to enrich a new generation of Interactive Design. Hello, we are Design Symphony, LLC.    ABOUT THE WESTSIDE INVESTORS NETWORK     The Westside Investors Network, is your community for investing knowledge for growth. For real estate professionals by real estate professionals. This show is focused on the next step in your career... investing, for those starting with nothing to multifamily syndication.    The Westside Investors Network strives to bring knowledge and education to the real estate professional that is seeking to gain more freedom in their life. The host's AJ and Chris Shepard, are committed to sharing the wealth of knowledge that they have gained throughout the years to allow others the opportunity to learn and grow in their investing.   They own Uptown Properties, a successful Property Management and Brokerage Company. If you are interested in Property Management in the Portland Metro or Bend Metro Areas please visit www.uptownpm.com. If you are interested in investing in multifamily syndication please visit www.uptownsyndication.com.    #humanexperience #entrepreneurs #thinkandgrowrich #neverloseacustomeragain #humanpsychology #investing #financialfreedom #wealth #success #motivation #entrepreneurship #investinginyou #entrepreneurlife #financialeducation #mindset #financialindependence #investingtips #goals #customersfirst #customerengagement #consumerinsights #customersatisfaction #customers #customercare #customerjourney #customersuccess #customerloyalty #customerretention #customerexperience #tenants #landlords #owners #clients #customerservice #customerappreciation #happycustomer #customerfeedback #customerreviews #business    You may contact Joey Coleman via: Email: joey@joeycoleman.com LinkedIn: https://www.linkedin.com/in/joeycoleman1/ Website: https://joeycoleman.com/ Podcast: https://www.experiencethisshow.com/ Social Media: ▪ Twitter: @thejoeycoleman ▪ Facebook: @joey.coleman.18  CONNECT WITH USFor more information about investing with AJ and Chris: ·       Uptown Syndication | https://www.uptownsyndication.com/·       LinkedIn | https://www.linkedin.com/company/71673294/admin/ For information on Portland Property Management:·       Uptown Properties | http://www.uptownpm.com·       Youtube | @UptownProperties Westside Investors Network·       Website | https://www.westsideinvestorsnetwork.com/·       Twitter | https://twitter.com/WIN_pdx·       Instagram | @westsideinvestorsnetwork·       LinkedIn | https://www.linkedin.com/groups/13949165/·       Facebook | @WestsideInvestorsNetwork·       Youtube | @WestsideInvestorsNetwork   

When organizations like Whirlpool, Deloitte, Volkswagen Australia, Principal Financial, and Zappos need to boost their customers’ experience, they call on Joey Coleman for assistance. He 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 […] The post Customer Experience Radio Welcomes: Author and Customer Retention Expert Joey Coleman appeared first on Business RadioX ®.

Volkswagen says it probably can't sell EVs and other fuel efficient/zero emissions vehicles in Australia because our emissions regulations are wrong. That's not, like, totally ironic at all, is it? Save thousands on any new car (Australia-only): https://autoexpert.com.au/contact AutoExpert discount roadside assistance package: https://247roadservices.com.au/autoexpert/ Did you like this report? You can help support the channel, securely via PayPal: https://www.paypal.com/cgi-bin/webscr?cmd=_s-xclick&hosted_button_id=DSL9A3MWEMNBW&source=url "First world markets – where there are significant penalties for failing to meet emissions targets – will naturally be the first in line for zero emission vehicles. It is difficult to explain to parent companies that Australia continues to languish in Euro 5 with no intention of meeting Euro 6 until 2027… As the Volkswagen Group has frequently made clear, Australia is becoming an automotive third world." - Volkswagen Australia It pains me to have to point out to a carmaker subsidiary that we’re talking about two different things here: Euro 5 and Euro 6 are exhaust emissions standards for internal combustion engines. They have no bearing on the commercial viability of EVs in any market, at least, not that I can see. These standards cover oxides of nitrogen (the notorious toxic compounds senior executive Volkswagen shot-callers poisoned the world with using 11 million vehicles as de facto toxin delivery systems just to pump up their profits - and, hey, don’t shoot the messenger; this is a matter of historical fact). Euro 5 and 6 also cover unburned hydrocarbons, carbon monoxide, and carcinogenic particles - things of this nature. But they don’t cover CO2 - because CO2 is not strictly pollution. CO2 is an inevitable chemical consequence of hydrocarbon combustion. NOx and unburned hydrocarbons and particles and carbon monoxide can all be subverted by clever engineering. But CO2 is intrinsic to combustion. So, even a moron - but apparently not Volkswagen Australia - can see that Euro 5 or Euro 6 have absolutely no bearing on making a case for Volkswagen EVs with the factory in Chermany. The regulations that would make a difference on this are average CO2 emissions standards. They call them CAFE standards in the US - for ‘Corporate Average Fuel Economy’. Because, as just noted, fuel economy and CO2 emission are flipsides of the same combustion coin. And because EVs don’t emit tailpipe CO2 - every EV a manufacturer sells reduces the average CO2 emission of its fleet of vehicles. That’s what we’re really talking about here - a regulatory requirement to meet average CO2 fleet emissions levels. This becomes a lever that demands the sale of a few EVs to make the average CO2 numbers work, and thereby avoid paying fines.

In this episode, Mandy is joined by Alborz Fallah and Mike Costello, with James Wong chiming in to run through the latest in automotive news and what's happening at the CarExpert offices around Australia. This week in car news, the team talks about Hyundai's new all-electric E-GMP platform with over 500km of range, Victoria's fines for motorists who block EV chargers, Isuzu's ongoing supply delays, as well as November's VFACTS results – and they're positive for the first time in a while. James Wong joins the panel to discuss his first Australian drive of the updated Alfa Romeo Giulia Sport, and Mike speaks to Volkswagen Australia boss, Michael Bartsch, about the company's plans moving forward. Where to find the CarExpert Podcast You can find the CarExpert Podcast on your favourite podcast platform. If in doubt, simply click on the RSS feed below, or follow the links to the Apple Podcasts or Google Podcasts applications to subscribe. CarExpert Podcast RSS Feed CarExpert Podcast on Apple Podcasts CarExpert Podcast on Google Podcasts CarExpert Podcast on Spotify CarExpert Podcast on Podbean

In this episode, Mandy is joined by William Stopford and James Wong to run through the latest in automotive news and what's happening at the CarExpert offices around Australia. This week in car news, the team talks about the reveal of the all-new Isuzu MU-X, Volkswagen Australia putting its hand up for the Tiguan R and T-Roc R in 2022, there's a 12-month delay for the Ford Escape PHEV in Australia, along with pricing and specs for the all-new Toyota Yaris Cross. Mike Costello talks about our latest ute comparison between the Ford Ranger Wildtrak and Isuzu D-Max X-Terrain. Could we have a new dual-cab benchmark? James Wong also chats about his week with the 2021 Audi S7 Sportback – written review coming soon! Where to find the CarExpert Podcast You can find the CarExpert Podcast on your favourite podcast platform. If in doubt, simply click on the RSS feed below, or follow the links to the Apple Podcasts or Google Podcasts applications to subscribe. CarExpert Podcast RSS Feed CarExpert Podcast on Apple Podcasts CarExpert Podcast on Google Podcasts CarExpert Podcast on Spotify CarExpert Podcast on Podbean As always, we'd love to hear your feedback, so if there's anything you'd like to hear on the podcast in the future, shoot us an email to podcast@carexpert.com.au – or touch base with us on social media using the details below: Facebook: https://facebook.com/CarExpertAus Instagram: https://instagram.com/carexpert.com.au Twitter: https://twitter.com/CarExpertAus Website: https://carexpert.com.au 

Mandy Turner, Mike Costello, and Kez Casey are live from Motorsport Safety and Rescue as our 11 ute mega test continues! After the recent launch, Kez reviews the 2020 BMW X4 M locally. We speak with the General Manager Corporate Communications for Volkswagen Australia, Paul Pottinger about the SUV rollout, ID models, and the Skoda Kodiaq RS. Lastly, Mandy takes a ride with Paul Maric around Toorak in the 2019 Rolls Royce Wraith Black Badge.

11% of people use the real estate agent they previously used despite the fact that 87-96% rate their realtor as being fantastic when they’re in the process but very few go back. Just the same, there are under 28 million businesses in the US, but only 4% of them ever exceed $1 million in revenue. Everybody thinks it’s about sales and marketing, but when you reach a certain level of growth your focus needs to shift and become more about client experience and operations. If you can’t make that shift, you’ll quit growing – and your business will spend all its energy simply trying to replace churn. Join us Monday, Aug 5 @ 9am PST Pacific (12 PM Eastern) as we discuss how to deliver a great customer experience benefits your entire business. Learn how to increase customer retention, improve employee morale, and breakthrough the churn plateau to truly reach the level you know your business is capable of achieving! When organizations like Hyatt Hotels, NASA, Deloitte, Volkswagen Australia, and Zappos need to boost their customers’ experience, they call on Joey Coleman for assistance. In this exclusive free webinar, he’ll provide you with a step-by-step approach to building a system and a bulletproof process for customer experience so that your business not only thrives but continues to scale! You’ll also get six tools that you absolutely must have to connect with your customers, just for attending! https://www.myoutdesk.com

On this episode of the Human Potential Podcast, our host Oliver Freer talks with Nicole Taylor on the influences in her life and the power of a strong vison, goals, lifelong education, persistence, determination and an ethos of human equity. More about Nicole TaylorNicole is the national CEO of McCann WorldGroup Australia and is one of Australia’s few female creative Agency CEO’s.Nicole is a Ronald McDonald House Charity Australia Board Member and she is Deputy chair of the Communications Council (Australia’s advertising and creative industry body).Nicole has also completed the Senior Managers' Leadership Course at Omnicom University in partnership with Harvard available only to the top tier rated talent.Before joining McCann, Nicole was the CEO at DDB Sydney having worked her way up from Managing Partner on Volkswagen Australia.Nicole is a key member of the TimesUp committee in Australia and stand for a creative industry that practices equality, is safe and positive.Nicole is married to her soul mate and she has a two-year old daughter, Ruby.

We're back with episode 88, and after our useful bollocks, we start off the news from the world of Toyota and their plan to compete against the GTI, RS, and Type R in the Hot Hatch market with a go-fast 1.6L Turbo'd Corolla. Then Joseph brings up more news from the world of Toyota, with them announcing the new HiAce, a vehicle that hasn't had an update since 2004. Matt then brings up some news (for a change), about Volkswagen Australia dropping $3,000 from 2018-plate Golf R's and GTI's, then we argue about hot hatches for a bit. Matt actually brings up some more news (clearly on a roll) about the next Ford Ranger that's been leaked, and Jetta being a Volkswagen sub-brand in China. We then talk a bit more about the 1.6L turbo Corolla, then Mitch gets roasted by Joseph over his shirt, before Mitch talks about how when astronauts spend 6 months or more in space, their driving ability is impaired back on Earth for up to a week when they return. The last piece of news, once again from Matt, is about Holden editing or removing comments on their social media, then Joseph tells us a story about his family's car buying habits. We then talk a bit about Subaru WRX's and Mitsubishi Evolution's, then we talk about track-slut 86's and BRZ's, and Matt and Mitch bitch about our shared hatred of our head units. We then play 'How Bout Dat', starting off with Nissan. Find us on Facebook, Instagram, Twitter and at www.gearsandbeersmedia.com / www.unashamedlyunprofessional.com Gears and Beers Podcast is hosted by Mitchell Denham, Matthew Morwood, Joseph Riga and Joel McD. Unashamedly Unprofessional

Volkswagen Australia dealerships have welcomed the all-new Volkswagen Crafter and the model looks likely to make its presence felt. Boasting an additional 500kg maximum payload (now up to 5.5 tonnes), Volkswagen believes the new Crafter will put some pressure on the Australian light-duty truck market. Available in both cab chassis and double cab chassis, as well as van, the Crafter also welcomes an automatic transmission for the first time. The eight-speed auto sits along side the six-speed manual, while front-wheel drive (with 100mm lower floor), all-wheel drive and rear-wheel drive all feature. In total there are 59 different variants of the new-gen Volkswagen Crafter are being offered in Australia. The launch of the new Crafter comes at a good time for Volkswagen Commercial Vehicles, global and local sales are on the up and local LCV and light-duty truck sales numbers are also booming. We caught up with Volkswagen Commercial Vehicle Marketing Manager, Nick Reid, at the launch to talk about all that's happening with the division in 2018...

The event, now known as Pikes Peak International Hill Climb, is the second oldest motor racing event in America behind the Indianapolis 500. It is a hill climb in every sense of the word as long as you don't think a hill as a gentle gradient. Rather you think of it as some way towards being a mountain. The hill climb is 20 kilometres long from the bottom to the top. It raises just over one point four kilometres at the top it is 4000 300 metres above sea level. By comparison that's close to being half way up Mt. Everest. It's got 156 corners which is a challenge to any driver but the environment just adds to the task. The first record was set in 1969 and was just under 21 minutes. It's been broken many times but just recently a Volkswagen special has broken the record well and truly and to talk about that I have on the line Kurt McGuinness the public relations manager for Volkswagen Australia.