Never Lose A Customer Again - Joey Coleman (Book Summary)

This mind map summarizes the key takeaways from the book "Never Lose a Customer Again" by Joey Coleman.

Get Started. It's Free
or sign up with your email address
Rocket clouds
Never Lose A Customer Again - Joey Coleman (Book Summary) by Mind Map: Never Lose A Customer Again - Joey Coleman (Book Summary)

1. About the Book

1.1. Title

1.1.1. Never Lose A Customer Again

1.1.2. Turn Any Sale Into Lifelong Loyalty in 100 Days

1.2. Published

1.2.1. Portfolio

1.2.2. 2018

1.3. Author

1.3.1. Joey Coleman

1.3.1.1. Joey Coleman is the Chief Experience Composer at Design Symphony, a customer experience branding firm that specializes in creating unique, attention-grabbing customer experiences.

1.3.1.2. Website

1.4. Get it on Amazon

2. Business Tips: 3 Key Elements To Never Losing A Customer Again

3. First 100 Days - Joey Coleman MastermindTalks 2013

4. The Problem

4.1. Most businesses spend the majority of their marketing budget on acquiring new customers

4.2. However, 20-70% of customers are lost within 3 months after acquisition

4.3. The reason?

4.3.1. Most companies fail to pay enough attention to the customer's experience after the initial sale

4.3.2. They emphasize sales over customer retention

4.4. The Flaw in the Customer's Experience

4.4.1. Page 8

5. Customer Service and Customer Experience Are Not the Same Thing

5.1. Customer service:

5.1.1. Is something you provide

5.1.2. Advice and assistance given to people who purchase your product

5.1.3. Customer service is reactive

5.1.3.1. It's about how you react when a customer contacts you with a question or problem

5.2. Customer experience:

5.2.1. Is about what the customers perceive while they're interacting with your business

5.2.2. The emotions they feel

5.2.3. Customer experience is proactive

5.2.3.1. It's an environment or scenario that you design ahead of time

6. The Customer's Journey

6.1. To provide the perfect customer experience, you need to put yourself in their shoes

6.2. There are 3 initial phases customers go through when interacting with your business

6.2.1. You need to make the most of them in order to create loyal customers

6.3. The Phases

6.3.1. Assess Phase

6.3.1.1. The customer assesses your products/services

6.3.1.2. He's trying to assess what to expect from your business

6.3.2. Admit Phase

6.3.2.1. The customer admits that he does have a problem, and that buying your product/service might fix it

6.3.2.2. The customer is on an emotional high

6.3.3. Affirm Phase

6.3.3.1. This is where buyer's remorse can set in

6.3.3.2. The initial euphoria of the purchase has worn off and is making way for fears and doubts about the purchase

6.3.3.3. This is your chance to counter the customer's concerns and affirm that he made the right choice!

7. Appropriate Incentives & Good Timing

7.1. You work isn't done as soon as you've gotten the customer's money.

7.2. If you can turn every paying customer into a vocal supporter of your business, there is a lot more money to be had!

7.2.1. Word-of-mouth advertising is priceless!

7.3. It's important to keep the experience going after the first 3 initial phases

7.4. To do this, you need to provide incentives for the satisfied customer to become a promoter and referral machine

7.4.1. The value of the reward needs to match the value of the extra business

7.5. Timing is important - you don't want to ask customers for favors too soon

7.5.1. Don't be pushy!

7.5.2. First, make sure your customer feels important and appreciated