Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days

This book was recommended to me as one of the top customer experience books a mentor of mine has read. It certainly did not disappoint. I read a fair amount (about 26 books/year) and about 10% of those books tend to be significantly impactful. This is one of those. Joey doesn't give you the answers (that's impossible to do in business), but he gives you the tools to help think through "How can I help my customers better?" "What can I do to make this a more valuable experience?". I've come up with quite a few ideas from reading this book that I plan to implement with clients!

Not sure if this is a common thing to do, but on my bookshelf I always put books that have made an impact me on the top shelf where I see them more than if they were buried at the bottom... How To Never Lose A Customer Again is a "top shelfer" for me for sure. I'm looking forward to reviewing it and learning more from it as the years go on. Creating incredible experiences for people is both an art and a science and Joey has done an INCREDIBLE job at explaining both the art and the science in this book. Not only is it an incredibly entertaining read, but it's also written in a way that makes it highly actionable. Thanks Joey for doing what you do!

If you own a business, or are in leadership and care about retaining customers, this is a must read. As a small business consultant, I help organizations understand their customers more deeply and design processes around helping their customers make progress. This book has been used as a tremendous resource to help design processes that retain customers and build raving fans.One big idea has impacted me deeply. It's this - when do you as the seller celebrate? It's typically when you land the deal. However, when does your customer celebrate? It's typically not when they sign the check. In fact, in that moment they are probably feeling anxiety. Joey demonstrates that ALL customers have buyer's remorse - even if they made a great purchase. It's the ensuing "first 100 days" where the customer achieves results that they actually celebrate their decision. Your job as an organization is to be aware of that and design a process that helps customers achieve their goals and remain lifelong fans.There are 8 phases to the customer journey, and you can't skip steps. Just being aware of the 8 phases is revolutionary for most businesses I work with.If you care about your customers, or if you want to keep more customers, no matter your industry read this book and keep it as a reference.

The phases of the customer experience are broken down into simple easy to remember steps with great examples for practical application. Phase 5 & 6 were the most eye opening. So simple, but SO important.

This book was recommended to me. Usually, I check books out of the library, but my library didn't have this one. I am glad it didn't because after reading this book, I will want to keep it on hand to refer to frequently. This book gives practical advice and actionable items. I highly recommend buying two copies of this book - one for you and one to give to a friend.

A MUST-READ for anyone working with customers, clients, patients, members or humans. I read the entire book in one sitting, I couldn't put it down wanting to know more and more.Joey Coleman has created a process every business can follow regardless of if you are a company of 1 or 100,000 people. The process I enjoyed most about his book was the 6 forms of communication with prescriptions for every step of his process. With brilliant examples of small and large companies I gained ideas for my own small business, I could implement immediately.As a fan of contextual models, I loved the way he illustrates his process and the icons used to make it easier for the reader to pay attention to the entire book.I bought 50 copies of this book (that's how much I loved it) so I can give it to all my clients and team. HIs advice is relevant for everyone who wants to elevate the customer experience and really stand out so that customers not only pay attention but they stay.I also had the privilege of seeing Joey speak and I watched as the audience was captivated and people lined up for hours to talk with him. He walks his talk and this book will be required reading for all of my team and I can't wait to share it with my clients. Read it. Share it. Buy copies for your team.

I came across Joey at SXSW. I tried to get into his talk but the queue was so huge that I was only able to hear the last 15 minutes! But in those 15 minutes I knew that I had just discovered someone who held the key to exactly what I was looking for - how to deliver a superior customer experience.I teach an online educational and more than anything want people to succeed. I've spent a good deal of time figuring out the product and backend mechanics. I already have raving fans and often get recognised when I am out and about by students. I just didn't know how to create my into a product that was more personal and intimate, due to the nature of it being online.Joey Coleman is a genius for writing this book. I have gone through it with a fine tooth comb and thoroughly worked my way through every question he has presented. Already some of changes I have put in place are blowing my students away. How do I know? They now write to me personally and tell me! And part of me hopes no one else buys it. The less of you who know this system the more my company is going to stand out way out from the rest of the crowd.But I tell you - it's going to be very easy for me to identify the companies who have!

Loved all the great ideas in the book! Will be implementing quite a few of them. But the bonus email help series did not work as I think Joey expected it to work. I asked several questions that were never answered even though he mentioned in his email for us to reply.

It explains in a very joyful way all the hills a customer explores when making a purchase and how to exploit each of them to their comfort and your businesses wellbeing.

Gostei bastante da abordagem do autor. É um livro que fala sobre retenção de clientes mas com foco nos 100 primeiros dias de um cliente. Um período crítico em relacionamentos com clientes. Leitura fácil e também o autor interage com o leitor ao longo do tempo, o que torna a leitura do livro mais divertida.

For years we were experiencing client retention issue and we just couldnt figure out how to fix it. We tried different methods and nothing solved the problem. Then this book was recommended to me and immediately I read it all and made my whole team read it as well. For the past 2 months we have been busy implementing the strategies and we can already see improvements in the business. Most importantly though we fell more in love with our business because we are developing a deeper relationship with our clients. One of the best business book I've ever read. Life changing!

Great tips and ways to keep your customers happy. Easy reading - loved this book. One I will keep on the bookshelf :)

Liked how the information was given in an informative way including examples of how companies had managed to turn their thinking more towards the customer/client.