
Never Lose a Customer Again
Turn Any Sale into Lifelong Loyalty in 100 Days
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Narrated by:
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Joey Coleman
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By:
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Joey Coleman
About this listen
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 AudioListeners also enjoyed...
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Critic reviews
“Joey's fanatical commitment to sales and customer experience has impressed me for many years. In this book, he spills his secrets and promises to create a massive shift in your company’s bottom line - and he even guarantees it!” (Chris Guillebeau, New York Times best-selling author of Side Hustle and The $100 Startup)
“Joey offers a balanced approach for forming incredible customer relationships without sacrificing the bottom line. Never Lose A Customer Again is the best (and most useful) book I've read in years.” (Michael Port, New York Times and Wall Street Journal best-selling author of Steal the Show)
“Gift this to every business owner you know; it's the detailed, how-to guide for today's customer relationships. Recommended!” (Jay Baer, founder of Convince & Convert and author of Hug Your Haters)
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Business to Company???
- By S. Wheelhouse on 12-07-18
By: Nick Mehta, and others
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Obsessed
- Building a Brand People Love from Day One
- By: Emily Heyward
- Narrated by: Lisa Flanagan
- Length: 5 hrs and 58 mins
- Unabridged
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Emily Heyward founded Red Antler, the Brooklyn-based brand and marketing company, to help entrepreneurs embed brand as a driver of business success from the beginning. In Obsessed, Heyward outlines the new principles of what it takes to build and launch a brand that has people queuing up to buy it on opening day.
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repetitive and dull
- By selo leno on 06-23-22
By: Emily Heyward
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The 22 Immutable Laws of Marketing
- By: Al Ries, Jack Trout
- Narrated by: David Drummond
- Length: 3 hrs and 6 mins
- Unabridged
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As Al Ries and Jack Trout - the world-renowned marketing consultants and best-selling authors of Positioning - note, you can build an impressive airplane, but it will never leave the ground if you ignore the laws of physics, especially gravity. Why then, they ask, shouldn’t there also be laws of marketing that must be followed to launch and maintain winning brands? In The 22 Immutable Laws of Marketing, Ries and Trout offer a compendium of 22 innovative rules for understanding and succeeding in the international marketplace.
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Highly recommended, but could use an update.
- By T. M. Castagna on 12-01-15
By: Al Ries, and others
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Buyology
- Truth and Lies About Why We Buy
- By: Martin Lindstrom
- Narrated by: Don Leslie
- Length: 7 hrs and 22 mins
- Unabridged
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Based on the single largest neuromarketing study ever conducted, Buyology reveals surprising truths about what attracts our attention and captures our dollars.
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Very High Word to Idea Ratio
- By Pamela on 04-08-09
By: Martin Lindstrom
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Hacking Growth
- How Today's Fastest-Growing Companies Drive Breakout Success
- By: Sean Ellis, Morgan Brown
- Narrated by: Sean Ellis, Morgan Brown
- Length: 10 hrs and 43 mins
- Unabridged
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An accessible and practical toolkit that teams and companies in all industries can use to increase their customer base and market share, this book walks listeners through the process of creating and executing their own custom-made growth hacking strategy. It is a must listen for any marketer, entrepreneur, innovator or manager looking to replace wasteful big bets and "spaghetti-on-the-wall" approaches with more consistent, replicable, cost-effective, and data-driven results.
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Tough one
- By Amazon Customer on 10-12-18
By: Sean Ellis, and others
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Pre-Suasion
- Channeling Attention for Change
- By: Robert B. Cialdini
- Narrated by: John Bedford Lloyd
- Length: 9 hrs and 24 mins
- Unabridged
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The author of the legendary best seller Influence, social psychologist Robert Cialdini, shines a light on effective persuasion and reveals that the secret doesn't lie in the message itself but in the key moment before that message is delivered.
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Clever and Useful
- By David on 01-02-17
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The Choice Factory
- 25 Behavioural Biases That Influence What We Buy
- By: Richard Shotton
- Narrated by: Simon Cole
- Length: 5 hrs and 1 min
- Unabridged
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Before you can influence decisions, you need to understand what drives them. In The Choice Factory, Richard Shotton sets out to help you learn. By observing a typical day of decision-making, from trivial food choices to significant work-place moves, he investigates how our behavior is shaped by psychological shortcuts. With a clear focus on the marketing potential of knowing what makes us tick, Shotton has drawn on evidence from academia, real-life ad campaigns, and his own original research.
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Concise & Precise!
- By Mohamed Anwar on 01-20-20
By: Richard Shotton
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The Seven Pillars of Customer Success
- A Proven Framework to Drive Impactful Client Outcomes for Your Company
- By: Wayne McCulloch
- Narrated by: Nick Hardcastle
- Length: 8 hrs and 6 mins
- Unabridged
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Wayne McCulloch has more than 25 years of experience in the software industry — years spent in training, adoption, and customer experience, the building blocks for customer success. Now he’s sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization.
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WOW - Actionable Steps
- By livinglikelauren on 12-22-23
By: Wayne McCulloch
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Play Bigger
- How Pirates, Dreamers, and Innovators Create and Dominate Markets
- By: Play Bigger LLC, Dave Peterson, Christopher Lochhead, and others
- Narrated by: Sean Pratt
- Length: 8 hrs and 7 mins
- Unabridged
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Winning today isn't about beating the competition at the old game. It's about inventing a whole new game - defining a new market category, developing it, and dominating it over time. You can't build a legendary company without building a legendary category. If you think that having the best product is all it takes to win, you're going to lose. In this farsighted, pioneering guide, the founders of Silicon Valley advisory firm Play Bigger rely on data analysis and interviews to understand the inner workings of "category kings".
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The most impactful new thinking of the year
- By Chris Guest on 12-21-16
By: Play Bigger LLC, and others
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The Emotional Life of the Toddler
- By: Alicia F. Lieberman
- Narrated by: Cassandra Campbell
- Length: 11 hrs and 48 mins
- Unabridged
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Now updated with new material throughout, Alicia F. Lieberman's The Emotional Life of the Toddler is the seminal, detailed look into the varied and intense emotional life of children aged one to three. Hailed as "groundbreaking" by The Boston Globe after its initial publication, the new edition includes the latest research on this crucial stage of development. Alicia F. Lieberman offers an in-depth examination of toddlers' emotional development and illuminates how to optimize this crucial stage.
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good material buried in here
- By Beckie Brice on 11-14-19
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The Complete 101 Collection
- What Every Leader Needs to Know
- By: John C. Maxwell
- Narrated by: Sean Runnette
- Length: 17 hrs and 24 mins
- Unabridged
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The Complete 101 Collection includes material that in true Maxwell style helps listeners reach their potential at any stage in their career. It can be thought of as a crash course in leadership, a practical tool to sharpen the core fundamentals every professional needs. Contents include a 101 on attitude, self-improvement, leadership, relationships, success, teamwork, equipping, and mentoring. Each 101 book is an introduction to a subject, not the "advanced course".
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Same book, repeated 5 times in 15 hours
- By J. Caithaml on 12-27-15
By: John C. Maxwell
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Blue Ocean Strategy, Expanded Edition
- How to Create Uncontested Market Space and Make the Competition Irrelevant
- By: W. Chan Kim, Renee Mauborgne
- Narrated by: Roger Wayne
- Length: 8 hrs and 43 mins
- Unabridged
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In this perennial best seller, embraced by organizations and industries worldwide, globally preeminent management thinkers W. Chan Kim and Renee Mauborgne challenge everything you thought you knew about the requirements for strategic success. Recognized as one of the most iconic and impactful strategy books ever written, Blue Ocean Strategy, now updated with fresh content from the authors, argues that cutthroat competition results in nothing but a bloody red ocean of rivals fighting over a shrinking profit pool.
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Profoundly Insightful
- By James on 10-29-20
By: W. Chan Kim, and others
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Get Scalable
- The Operating System Your Business Needs to Run and Scale Without You
- By: Ryan Deiss
- Narrated by: Ryan Deiss
- Length: 4 hrs and 55 mins
- Unabridged
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You started your business because you wanted more. More wealth. More freedom. A greater impact. But these days, it feels like you're working harder than ever for less and less money, and you barely have time to take a coffee break, much less a vacation. Sound familiar? If your answer is a weary "yes," then Get Scalable is here to change the game...and your life.
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A few good ideas
- By Brian S on 01-28-25
By: Ryan Deiss
Loved it!
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Truly insightful
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A great book and study guide .
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Insightful and Actionable
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Business Changer. Life Changer.
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Quick and valuable listen
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Informative and Engaging
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just.. WOW
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Great Exercises to Propel Your Business Forward
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This is the real deal about customer service/care
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