What many sales and marketing teams don’t realize is that prospective customers are trying to feel out how they’ll be treated post-sale (that is, once they surrender their money and all their leverage is gone). They know that sales teams can “talk the talk,”–and they worry that the account reps down the line won’t “walk the walk.” Often, this worry is subconscious. The best companies in the world take the customer experience offered after the sale and infuse it into marketing and sales, giving the customer a flavor of the good things to come.
How you make people feel about what it will be like to do business with you
is even more important than your actual product or service.
Publisher Summary
After making huge investments of time, money, and energy to acquire new customers, most companies see between 20-70 percent of those customers disappear in less than one hundred days. They break contracts, cancel memberships, stop using your product, or simply never come back. It happens in every industry, from consulting to cell phones to coffee shops.
Never Lose a Customer Again will help you feel and understand what your customer goes through when engaging with your company. Coleman provides a proven road map for creating remarkable customer experiences that turn average customers into lifelong fans.
About the Author
Joey Coleman helps companies keep their customers. An award-winning speaker, he works with organizations ranging from small start-ups to major brands, such as Deloitte, Hyatt Hotels, Zappos, and NASA. His First Days methodology fuels the remarkable experiences his clients deliver. When he is not speaking to audiences around the globe, Coleman enjoys spending time with his family in the mountains of Colorado.
