Chief Experience Composer and Best-Selling Author Joey Coleman joins David to talk about how to “Never Lose a Customer Again.” In this episode, Joey breaks down the 8 phases of the customer and employee experience from his book: Assess, Admit, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate. Organizations often focus on a couple, but paying attention to all eight sequentially leads to retention, additional sales and referrals.

Show Notes

4:01 Get Straight As from Your Customers - the 8 Phases

11:50 Applying the 8 Phases to Different Customer Journeys

14:23 Fostering the Experience for the First Time Customer

18:41 Use Your CRM Tools to Tailor Your Communication

22:53 Investigate, Observe and Ask

27:30 Peel Back the Curtain and Share Survey Data

33:11 Ignite Relationships with Current Customers

38:23 Get Straight As from Your Employees

48:32 Joey’s Savannah Bananas Experience

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For more insights from Joey, check out:

JoeyColeman.com
Never Lose a Customer Again

Listen to Joey’s podcast with fellow FTS guest Dan Gingiss - Experience This!

Connect with Joey on LinkedIn | Twitter

Bonus: Notre Dame and National Signing Day 2021

Learn more about the Savannah Bananas’ experience from owner Jesse Cole:

Ep. 14 - Fans First

Ep. 44 - A Culture of Experimentation and Innovation