Joey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations around the world ranging from small start-ups to major brands such as Deloitte, Hyatt Hotels, Zappos, and Whirlpool.
His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improves their profits. His Wall Street Journal #2 best-selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers.
In this ‘Expert Interview’ – Joey shared with Phil and Inner Circle members how following his 8 steps for creating remarkable experiences helps you to never lose a patient again.
“We’re really good at the chase. We’re kind of good at the moment of catch. But the idea of keeping long term, we fall apart.”
“The tops of most organizations have this over-appreciation if you will of growing the business through more new customers as opposed to growing the business through deeper relationships with existing customers.”
“I’ve never seen anyone go on social media and go “oh my gosh, just got my new hearing aids today, I’m super excited about it, you should go to the same place I went to.”
“The first fitting is then the Activate phase and the reason it’s the Activate phase is they walk out of your office hearing differently.”
“We’ve got this window where we really want to capitalize on the relationship and that’s the Acclimate phase.”