What will I learn about: why the customer journey doesn't end at the point of sale, and discover how post-purchase interactions are the true key to long-term retention?

Understand why the customer journey doesn't end at the point of sale, and discover how post-purchase interactions are the true key to long-term retention.

What will I learn about: turn one-time buyers into loyal brand advocates by anticipating their needs and offering personalized, empathetic follow-ups?

Learn how to turn one-time buyers into loyal brand advocates by anticipating their needs and offering personalized, empathetic follow-ups.

What will I learn about: why businesses lose between 20 and 70 percent of their new customers within the first three months due to neglecting the crucial after-sales experience?

Discover why businesses lose between 20 and 70 percent of their new customers within the first three months due to neglecting the crucial after-sales experience.

What will I learn about: Identify the critical flaw in the customer experience where highly attentive sales teams hand off clients to disconnected, speed-focused customer service reps?

Identify the critical flaw in the customer experience where highly attentive sales teams hand off clients to disconnected, speed-focused customer service reps.

What will I learn about: Recognize how rewarding customer acquisition over retention hurts your business, and learn to shift your strategy to celebrate employees who keep clients around?

Recognize how rewarding customer acquisition over retention hurts your business, and learn to shift your strategy to celebrate employees who keep clients around.

Never Lose A Customer Again

Turn Any Sale Into Lifelong Loyalty in 100 Days

Joey Coleman

★ 4.5 / 5(161 ratings)

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Categories:

Marketing & Sales

If You're Curious About These Questions...

You should listen to this audiobook

💡Did you know that the first 100 days of a customer relationship are the most critical, yet it’s often the exact moment when most businesses stop paying attention?
💡Have you ever wondered why customers often feel a sense of fear immediately after making a purchase, and how you can turn that anxiety into long-term loyalty?
💡What's the secret to transforming a one-time buyer into a lifelong brand advocate who does your marketing for you?

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Key Takeaways from Never Lose A Customer Again

✓Understand why the customer journey doesn't end at the point of sale, and discover how post-purchase interactions are the true key to long-term retention.
✓Learn how to turn one-time buyers into loyal brand advocates by anticipating their needs and offering personalized, empathetic follow-ups.
✓Discover why businesses lose between 20 and 70 percent of their new customers within the first three months due to neglecting the crucial after-sales experience.
✓Identify the critical flaw in the customer experience where highly attentive sales teams hand off clients to disconnected, speed-focused customer service reps.
✓Recognize how rewarding customer acquisition over retention hurts your business, and learn to shift your strategy to celebrate employees who keep clients around.

Learning Tools

Reinforce what you learned from Never Lose A Customer Again

Mind Map

Never Lose A Customer Again

The Retention Problem+

Service vs. Experience+

The Customer Journey+

Creating Loyal Advocates+

Actionable Strategies+

Quiz — Test Your Understanding

Question 1 of 7

According to the text, what is a primary reason businesses lose a large percentage of new customers shortly after acquiring them?

A. They do not spend enough money on their initial marketing and advertising campaigns.
B. They fail to pay sufficient attention to the customer experience after a sale is made.
C. They offer too many financial incentives that ultimately devalue the brand.
D. They hire customer service representatives who have no background in sales.

Question 2 of 7

Why do new customers often feel a disconnect when they are handed over to a customer-service representative after a sale?

A. Customer-service representatives usually try to upsell the customer on products they don't need.
B. The product delivered is almost always fundamentally different from what the marketing team advertised.
C. Customer-service reps often lack the client information gathered by sales and are measured by how fast they resolve issues.
D. Sales teams intentionally hide the true cost of the product, leaving customer service to explain the hidden fees.

Question 3 of 7

How does the author distinguish between 'customer service' and 'customer experience'?

A. Customer service is proactive, whereas customer experience is reactive.
B. Customer service focuses on acquiring clients, whereas customer experience focuses on retaining them.
C. Customer service is handled by executives, whereas customer experience is managed by front-line workers.
D. Customer service is reactive assistance, whereas customer experience is a proactively designed emotional environment.

Question 4 of 7

What did the research by Bain & Company reveal about how businesses perceive their own customer service?

A. 80 percent of companies believed they delivered 'superior' service, but only 8 percent of their customers agreed.
B. Most businesses admit they struggle with customer service, but their customers are highly forgiving.
C. 80 percent of customers felt they received 'superior' service, but companies thought they were failing to deliver.
D. Companies that spend over $300 acquiring a new customer consistently deliver 'superior' service.

Question 5 of 7

During the 'Affirm' phase of the customer journey, what emotional state is the customer most likely experiencing?

A. An emotional high from finally finding a solution to their problem.
B. Buyer's remorse, along with doubts and fears about their decision to do business with the company.
C. Excitement about referring the product to their friends and colleagues.
D. Apathy towards the brand due to a lack of communication from the sales team.

Question 6 of 7

According to the author, asking a customer for a referral immediately after their first purchase is a mistake because:

A. It violates data privacy laws regarding new customer communications.
B. It implies you are eager to move on to the next customer before they have even experienced the product's benefits.
C. It forces the company to pay out expensive referral bonuses before the customer's payment has cleared.
D. It confuses the customer about whether they are buying a product or joining a multi-level marketing scheme.

Question 7 of 7

What actionable advice does the author provide to help businesses stand out and make customers feel truly special?

A. Send automated text messages with personalized discount codes.
B. Call the customer from the CEO's personal phone number once a month.
C. Replace traditional marketing with highly targeted social media ads.
D. Ditch email and send handwritten letters via traditional snail mail.

Never Lose A Customer Again — Full Chapter Overview

1Recommendation
21 — Outstanding customer service can inspire lasting client loyalty.
32 — New customers are often lost because of poor post-sale experiences.
43 — Companies lose customers by neglecting the customer experience and prioritizing sales over retention.
54 — Most companies don’t fully understand what creates a strong customer experience.
65 — The customer journey begins with three phases, including an initial high followed by buyer’s remorse.
76 — Well-timed incentives can turn satisfied customers into advocates for your business.
87 — Final summary

Never Lose A Customer Again Summary & Overview

Never Lose A Customer Again (2018) is full of sage advice for businesses seeking to provide superior customer experience. Whether your business is big or small, global or local, author Joey Coleman has got some words of wisdom for you. In addition to explaining why customer experience is so important, he details the many ways it gets overlooked. As Coleman makes clear, understanding the desires, fears and emotions of your customers will allow you to retain them and benefit from their support – and that will pay off in the form of major dividends.

Who Should Listen to Never Lose A Customer Again?

Managers looking for ways to boost sales
Customer service representatives
Readers interested in learning new business insights

About the Author: Joey Coleman

Joey Coleman is the Chief Experience Composer at Design Symphony, a company focused on creating unique and memorable customer experiences. He’s had a broad range of clients, from NASA to Zappos, and his strategies have been employed by Fortune 500 companies as well as ambitious start-ups.

Never Lose A Customer Again

If You're Curious About These Questions...

Listen to Never Lose A Customer Again — Free Audiobook

Key Takeaways from Never Lose A Customer Again

Learning Tools

Mind Map

Quiz — Test Your Understanding

Never Lose A Customer Again — Full Chapter Overview

Never Lose A Customer Again Summary & Overview

Who Should Listen to Never Lose A Customer Again?

About the Author: Joey Coleman

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