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Never Lose a Customer Again
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3 out of 5 stars
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5 out of 5 stars
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This book is not only simple but practical!
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Do you have a grip on your business, or does your business have a grip on you? All entrepreneurs and business leaders face similar frustrations: personnel conflict, profit woes, and inadequate growth. Decisions never seem to get made, or once made, fail to be properly implemented. But there is a solution. It’s not complicated or theoretical.
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5 out of 5 stars
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Best business & culture building book I've ever read.
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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.
What members say
Average Customer Ratings
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Reviews - Please select the tabs below to change the source of reviews.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Gerald F.
- 04-17-18
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.
4 of 4 people found this review helpful
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 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.
2 of 2 people found this review helpful
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- The Audience
- 04-04-18
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.
2 of 2 people found this review helpful
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Rob
- 04-17-18
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.
4 of 5 people found this review helpful
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Overall4 out of 5 stars
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Performance4 out of 5 stars
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Story5 out of 5 stars
- Anonymous User
- 01-31-19
Needs to have a downloadable PDF for the exercises
Skip the audio book. The lack of a pdf to do the exercises means that you have to listen to the audio book in such a mannner that you have the sufficient time and location to do the exercises as you read the book. Just buy the book so you can do the exercises.
1 of 1 people found this review helpful
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Overall3 out of 5 stars
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Performance3 out of 5 stars
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Story3 out of 5 stars
- Beaux
- 11-26-18
Toooooo long!
The principals in the book are great. Just book is just too long. Should be at least half as long.
1 of 1 people found this review helpful
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- allison
- 10-02-18
Dr. Jason Jones
I thoroughly enjoyed this book. We plan to implement this into our business. Joey laydown simple yet strategic and very thoughtful steps on how to create an amazing customer experience an incredible relationships.
1 of 1 people found this review helpful
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- J & M
- 08-29-18
Every business owner should read this book!
An in depth guide about how all businesses should treat their customers! If you are looking for ideas and examples of ways to create a customer experience that is above and beyond, read this book!
1 of 1 people found this review helpful
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- unkown
- 08-23-18
great book and lots of useful info
Facebook will get you thinking on how to make the experience for your customers better.
1 of 1 people found this review helpful
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Jackie
- 07-22-18
For entire team
I shared this book with entire team. Will need to listen once then listen again and do the homework to have it all sink in. Great information for every business owner
1 of 1 people found this review helpful
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Overall3 out of 5 stars
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Performance3 out of 5 stars
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Story3 out of 5 stars
- Edward
- 10-27-19
Some interesting ideas but...
Not enough to keep me coming back for more. I would have been asking for my money back if I had purchased the book rather than used a credit. The book offers a money back guarantee.
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Overall5 out of 5 stars
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Performance4 out of 5 stars
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Story5 out of 5 stars
- Amazon Customer
- 10-17-19
Excellent and universal content
Most of this content and concepts can be used by small to medium sized firms whereas some is only for larger firms.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Anonymous User
- 10-09-19
Every business leader needs to hear this!
What a great book. If you are entrepreneur or decision maker in a business then you need to get this book and implement the practical steps this book outlines. I have no doubt this will grow my profit margins!
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- S M KIOY
- 05-12-19
revolutionary look at customer service
loved the book and will have to relisten again and again .... I struggled with taking notes and answering questions at the end of chapters only because 90% of the time I was listening to the book I was driving, ironing, cooking etc ...
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Boris Veselov
- 03-02-19
Super book
Super book. I highly recommend it to anyone and everyone interested in better serving customers.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Anonymous User
- 10-18-18
Excellent book with actual instructions.
I highly recommend this book to any business owner or anyone interested in customer experience. The customer service game has changed and if you don't read this book you will be left behind. You may think your company currently provides good customer service but after reading this book you will realize that you actually don't.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Amz Shopper!
- 07-06-18
love this audiobook
such a great audiobook. helps build long-term customer relationships. highly recommend for any serious business owner who sees the value in long-term customer relationships. Joey give some great facts on how much more profitable it is to build long-term relationships with customers rather than continuously chasing after new customers.
will make you stand out in a world of people just chasing after the next customer
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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- Stephen k.
- 10-03-19
Great book and very easy to implement
Entertaining and extremely useful. Very structured to make it easy to implement. I Highly recommend.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Sarah k
- 02-11-19
Truly loved it!!
What a great listen! every chapter has endless nuggets of gold and Joeys delivery, experience, insights, customer stories, and practical guides are so powerful and I've already reused with some of my own customers. Really enjoyed Joeys energy in narrative... thanks Joey for writing this!
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- W*BvK
- 11-10-18
Must Listen for Any Business Owner
Must listen to the book. Easy listening, friendly and inspiring. It is helping me greatly.
I'd rate this along with How to Make Friends and Influence People in The Digital Age. Simple little ideas that make a difference.
10/10 W*BvK
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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- 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.
;)
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 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.