Joey Coleman

It's about building a great customer experience (much more than customer service) to address the customer's emotional journey and build loyalty and advocacy. It bascially takes the concept of Raving Fans and goes beyond into a step-by-step guide. You'll learn:
• Why bad customer experience is costly, and why you should focus on the customers' emotional journey.
• The 8 phases to guide any new customer through, so they can grow to love/trust your brand enough to become your best advocates. The 8 phases are: Access → Admit → Affirm → Activate → Acclimate → Accomplish → Adopt → Advocate.
• The 6 modes of communication and 4 key steps you can use to start enhancing your customer experience across all 8 phases.
Book summary at: https://readingraphics.com/book-summary-never-lose-a-customer-again/… (meer)

At a Social Media Marketing World conference, I had that opportunity to watch Joey Coleman speak. He talked about the first 100 days and how we are losing customers. He shared what we could do in the first 100 days to prevent this loss.

I just learned that he wrote a book called Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days and I knew that I had to get it. I now recommend that you get and read this book. Read more… (meer)