In this episode, Dwayne delves deep into customer retention with guest Joey Coleman. Together, they explore Coleman's 'eight phases' of the customer journey, emphasizing the importance of intentional experiences from the assess phase to the advocate phase. They discuss real-world examples and the importance of small gestures in customer relationships. The conversation highlights the significance of affirming customer decisions, creating remarkable first interactions, and continually nurturing long-term clients to foster loyalty and advocacy. This episode is a compelling guide for any entrepreneur looking to enhance their customer experience and retention strategy.
The Speaker, Teacher, and Advisor
For almost twenty years, Joey has helped organizations retain their best customers and employees - turning them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers’ experiences and employees' experiences. He is an award-winning speaker (yes – they do have speaking contests) at both national and international conferences – competing against New York Times bestselling authors, business leaders, and internet sensations/celebrities. He is the author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again and the recently released Never Lose an Employee Again.
Time Stamps:
0:00 - The 8 Phases of the Customer Experience
8:37 - The Assess Phase
16:11 - Promote Your One-Star Reviews
16:42 - Share Your Negative Feedback
18:05 - Poke Fun at Yourself
18:10 - Put It All Out There
19:17 - Joey’s Pricing
25:15 - Affirm
37:18 - Apple's Unboxing Experience
43:34 - The Adopt Phase
48:58 - Do you have a thank you note from a business you've worked with in the last year
49:58 - How many of your customers know that they matter
52:28 - Joey's final thoughts
54:40 - Where can you find Joey online
56:11 - Disclaimer
Connect with Dwayne Kerrigan
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Disclaimer The views, information, or opinions expressed by guests during The Business of Doing Business are solely those of the individuals involved and do not necessarily represent those of Dwayne Kerrigan and his affiliates. Dwayne Kerrigan or The Business of Doing Business is not responsible for and does not verify the accuracy of any of the information contained in the podcast series. The primary purpose of this podcast is to educate and inform. Listeners are advised to consult with a qualified professional or specialist before making any decisions based on the content of this podcast.
