Regular price: $28.00

Membership details Membership details
  • A 30-day trial plus your first audiobook, free.
  • 1 credit/month after trial – good for any book, any price.
  • Easy exchanges – swap any book you don’t love.
  • Keep your audiobooks, even if you cancel.
  • After your trial, Audible is just $14.95/month.
OR
In Cart

Publisher's Summary

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.

©2018 Joey Coleman (P)2018 Penguin Audio

What members say

Average Customer Ratings

Overall

  • 4.5 out of 5 stars
  • 5 Stars
    26
  • 4 Stars
    4
  • 3 Stars
    3
  • 2 Stars
    0
  • 1 Stars
    1

Performance

  • 5 out of 5 stars
  • 5 Stars
    27
  • 4 Stars
    6
  • 3 Stars
    1
  • 2 Stars
    0
  • 1 Stars
    0

Story

  • 4.5 out of 5 stars
  • 5 Stars
    25
  • 4 Stars
    5
  • 3 Stars
    3
  • 2 Stars
    0
  • 1 Stars
    1
Sort by:
  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Insightful, actionable, practical! LOVE!

Would you consider the audio edition of Never Lose a Customer Again to be better than the print version?

No but I listened on 2x and finished it super fast

What was one of the most memorable moments of Never Lose a Customer Again?

realizing there are 8 phases. The moment I put myself in the customers mind for the 3rd phase after they just purchased. Light bulb went off.

What about Joey Coleman’s performance did you like?

Humor and passion

Was there a moment in the book that particularly moved you?

Seeing how I can turn a customer into a forever customer and upsell!

Any additional comments?

Packed with gems every few minutes. This is great for B2C and B2B businesses.

2 of 2 people found this review helpful

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Packed with great tools.

Joey Coleman, not surprisingly, exceeds my expectations for a book on customer retention. From start to finish there is a wealth of information and tools provided. It’s the uncommon common sense and Joey distills it so clearly. I am excited to go through the book again, engage my team and use the tools that Joey has shared.

1 of 1 people found this review helpful

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

I could’ve listened for 5 more years!

Mr. Coleman’s book is my new favorite go-to (and recommendation) for customer interaction and service. Well done! Highly recommend.

1 of 1 people found this review helpful

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Customer Experience Scales Startups

I bought the audio and 3 hardcover editions off Amazon to give to Startups I advise and invest in.

Finally, a definitive guide that s User-Centric, with no BS, and tons of wicked case studies and remarkable examples.

The author nailed it.

1 of 1 people found this review helpful

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Amazing! It’s like a training course <3

I got so much out of this book, I have a huge to do list that is going to help take my business to the next level. Best book I have ever listened to that can help my business and I can implement the changes right away!

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Great combination of story and how-to

Joey Coleman takes customer “service” and sets a higher standard for your customer’s experience from the first contact to raving fan. He combines case studies, research and anecdotes to keep your attention and follows with how tos and questions to implement his teaching immediately. If you can’t find something useful in this book, your not paying attention.

Oh and download the guide at the beginning. You’ll be glad you did.

  • Overall
    3 out of 5 stars
  • Performance
    4 out of 5 stars
  • Story
    3 out of 5 stars

Disappointed

Would you recommend this book to a friend? Why or why not?

It depends. If you run a service business, or are engaged in selling your products directly to your end user, then this is a good book. If you're selling products through distribution, as out company does, then not so much. The author tries to sell his concepts as being applicable to every business. I gave up on the book about half-way through. By that point, there was absolutely nothing about applying this to sales through distribution.

Would you be willing to try another book from Joey Coleman? Why or why not?

Yes

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Great book on customer experience

Joey did a great job writing and delivering this. It’s a great guide for businesses and provides wonderful examples. I will be sharing this one for sure!

Sort by:
  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars
  • Anonymous User
  • 05-09-18

I never had this kind of book. Seriously!

English is my second language but his explanations are very simple and easy to understand. I had learned a lot of things from Joey. Personally thanks to him to wrote such a beautiful book like this.

;)

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars
  • caleb
  • 05-09-18

Best business book

I’ve read a lot of business books - this is my favourite so far, it is a step by step of what to do. I LOVE it.