#114: How To Never Lose A Customer Again… w/ Joey Coleman
Key Takeaways:
[0:49] Introducing Joey Coleman
[5:52] Joey shares two customer experience stories
[15:15] The difference between customer experience and customer service
[17:02] Joey explains the cost of losing a customer and the benefits of keeping one
[21:59] Why Joey believes the first 100 days are crucial for customer retention
[30:28] Joey shares a story of the $35,000 golf ball
[37:12] Joey’s philosophy on writing a thank you note
[39:44] Joey’s advice on getting a new customer
[42:38] Why does memorializing an experience with an artifact matter?
[49:39] Joey explains why it’s crucial to design things that is FOR the customer
[51:50] How to you ask for referrals at the right time
[0:49] Introducing Joey Coleman
[5:52] Joey shares two customer experience stories
[15:15] The difference between customer experience and customer service
[17:02] Joey explains the cost of losing a customer and the benefits of keeping one
[21:59] Why Joey believes the first 100 days are crucial for customer retention
[30:28] Joey shares a story of the $35,000 golf ball
[37:12] Joey’s philosophy on writing a thank you note
[39:44] Joey’s advice on getting a new customer
[42:38] Why does memorializing an experience with an artifact matter?
[49:39] Joey explains why it’s crucial to design things that is FOR the customer
[51:50] How to you ask for referrals at the right time
Activity