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Pdf [download]^^ Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty

in 100 Days Full Pages

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Pdf [download]^^ Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days

Full Pages

Pdf [download]^^

Never Lose a

Customer Again: Turn

Any Sale into Lifelong

Loyalty in 100 Days

Full Pages

Description

Popular speaker and consultant Joey Coleman talks to companies all over the country

about how to turn a one-time purchase into a lifelong customer. Coleman's theory of

customer loyalty is that it's not about getting the sale: It's about the 100 days after the sale. During

that brief window, as quickly as the customer experiences joy, euphoria, and excitement, buyer's

remorse sets in. Twenty to 70 percent of newly acquired customers won't make another purchase

because a company neglected them at the exact moment they needed affirmation. Coleman offers

a system designed to dramatically increase customer retention and as a result, the bottom line. He

identifies eight distinct emotional needs customers undergo during the 100 days following a

purchase, whether it's as small as a new drink at Starbucks or as big as a house. If you can

understand and anticipate these phases, you can use a myriad of techniques - in-person, email,

mail, and video - to cement a long and valuable partnership. For instance: In the "Acclimate"

stage, customers need language or totems that make them feel like part of a tribe. Take the

software group that had to teach nontechnical users a fairly complex installation process. They

turned the installation manual into beautiful puzzle that could be displayed when completed. In the

"Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both

public and private recognition. For instance, Sephora's VIB Rogue member welcome gift is a

metallic card (private recognition) and a members-only shade of lipstick (for public display). By the

final stage, "Advocate", customers have embraced tribal membership and are primed to offer

powerful referrals. That's why Dropbox waits until a free trial has expired before offering hefty

bonuses for referrals. Drawing on nearly two decades of consulting and keynoting, Coleman

provides strategies to increase customer loyalty that listeners can customize based on industry

and company size. His methodology has been incorporated by Hyatt Hotels, Zappos, and NASA to

huge success. It requires minimal financial investment and will be fun for teams to implement. This

audiobook is required listening for managers as well as for sales and marketing teams looking for

nuts-and-bolts direction.