Shows
DogCo SecretsInterviewing Best-Selling Author Joey Coleman | Ep. 18Hi everyone! Michelle here. Today’s episode is a big one. I had the absolute honor of sitting down with Joey Coleman, renowned speaker and bestselling author of Never Lose a Customer Again and Never Lose an Employee Again. Joey is not only a master of customer experience—he’s also someone who fundamentally understands how to make people feel seen, valued, and loyal from Day One.We talk through everything from why so many businesses drop the ball during onboarding, to how pet care brands can scale trust without sacrificing humanity. Whether you’re just starting out or d...2025-06-0947 min
The Evolution PartnersE46 | Never Lose an Employee again PART 1 with Joey ColemanBestselling author and renowned speaker Joey Coleman returns to The Evolution Podcast to shares his thoughts on how the first 100 days can make or break employee retention and engagement. Joey explores the critical connection between onboarding, employee engagement, and long-term retention. Drawing on global research and real-world examples, Joey makes a compelling case for why businesses must rethink how they welcome and support new hires. He also reflects on the impact of a recent three-month sabbatical and what it taught him about rest, leadership, and workplace culture. Takeaways Great onboarding boosts retention, eng...2025-04-2031 min
Grow A Small Business PodcastQFF: Creating Memorable Customer Experiences with Joey Coleman: Overcoming Buyer’s Remorse, Retaining Clients, and Building a Referral-Driven Business Through Exceptional First Impressions. (Episode 598 - Joey Coleman)QFF: Quick Fire Friday – Your 20-Minute Growth Powerhouse! Welcome to Quick Fire Friday, the Grow A Small Business podcast series that is designed to deliver simple, focused and actionable insights and key takeaways in less than 20 minutes a week. Every Friday, we bring you business owners and experts who share their top strategies for growing yourself, your team and your small business. Get ready for a dose of inspiration, one action you can implement and quotable quotes that will stick with you long after the episode ends! In th...2024-11-2825 min
Unstoppable Profit Podcast Hosted by Mike StromsoeEpisode 265: Never Lose Again - Part 1 - with Joey Coleman
Have you ever wondered what truly makes a company stand out in the eyes of its customers *and* employees? Today we break down the art of never losing a customer or employee again with our extraordinary guest, Joey Coleman. Joey, an expert in creating unforgettable customer experiences, joins host Mike Stromsoe to unravel the secrets behind his 100-day plan from his groundbreaking book. We’ll explore real-life adventures, including a near-fatal bike ride down a volcano, and dive into Joey’s vault of resources designed to support long-term success in business and careers. Together, Mike and Joey unco...2024-06-0100 min
The Global XperienceBuyer's Remorse and the Impact on Customer Satisfaction | Joey ColemanSend us a textEpisode Summary: Join us as we delve into the fascinating world of customer experience with renowned expert Joey Coleman. From unraveling the mysteries behind buyer's remorse to exploring the nuances of global customer service, this episode is packed with insights to transform your approach to customer interactions. Joey Coleman is a customer experience expert, speaker, and author of the bestselling books "Never Lose a Customer Again" and "Never Lose an Employee Again." With a wealth of experience spanning numerous industries and countries, Joey brings a unique perspective to the...2024-05-1538 min
Profit with Law: Profitable Law Firm GrowthRetaining Clients and Employees: The 100-Day Secret to Long-Term Success with Joey Coleman - 422Send us a textShownotes can be found at https://www.profitwithlaw.com/0422.Want to know how to keep your clients and employees loyal for the long haul, resulting in business growth that lasts?In this episode of Profit with Law, guest Joey Coleman, a former attorney turned customer retention expert, shares invaluable insights on client and employee retention. With his unique blend of legal and business expertise, Joey emphasizes the critical role of the first 100 days in shaping long-term client...2024-03-1458 min
GLF PodcastHow Investing in Employee Happiness Multiplies Your Law Firm's Value with Joey Coleman, Founder at Design SymphonySend us a textJoin Sasha Berson as he speaks with Joey Coleman, Founder at Design Symphony👉Sasha and Joey explore:— The correlation between employee happiness and a law firm's financial success for improved bottom-line results.— Why law firms should prioritize creating a remarkable employee experience.— The onboarding and training processes for new employees and how they need improvement if the firm lacks structured onboarding processes.— The importance of client and employee experience and their interconnection.— The need for law firms to adopt a human-cente...2024-01-2446 min
Rethink CultureS02E04 100 days to feel seen, heard and valued, with Joey Coleman“In the first 100 days in most organizations, employees feel overwhelmed. They feel unconnected. They feel unseen, unheard, unappreciated … I think lots of times leaders will say, well, it will be better if we're all back in the office. Why? What proof do you have? What data do you have? Because as we look anecdotally at anecdata or we look systemically or statistically at research data, it seems to indicate that the great majority of employees are happier working remotely than want to work in the office, and that pretty much cuts across all industries.”S02E04 of...2023-12-2951 min
Your New Favorite Book Club'The Nineties' by Chuck Klosterman by Danny and Joey ColemanThe Coleman brothers review 'The Nineties' by Chuck Klosterman. Listen as Danny and Joey laugh their way through this episode while filling you in on all of the essential 90's culture that Chuck missed. 2023-11-2150 min
Selling From the Heart PodcastJoey Coleman - Building Trust and Loyalty in Sales and Employee RelationshipsJoey Coleman helps companies keep their customers and employees. As an award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improve their profits.His Wall Street Journal #2 best selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers and his upcoming book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee e...2023-10-2137 min
The Marketing Book Podcast447 Never Lose an Employee Again by Joey ColemanNever Lose an Employee Again: The Simple Path to Remarkable Retention by Joey Coleman About the Book: If keeping employees is a challenge for you, Never Lose an Employee Again offers a proven framework for increasing retention, engagement, and in the process, profits. Joey Coleman, one of the world's leading experts on employee experience, reveals practical strategies that will teach you exactly how to recruit top talent, bring them onboard successfully, and keep them engaged while they produce remarkable results for years to come. Finding and keeping quality employees is one...2023-08-041h 23
Agency Intelligence: The Insurance Podcast NetworkRHS 190 - Joey Coleman's Guide to Navigating Leadership, Empathy, and Employee ExperienceSome of the toughest decisions in my life involved hiring and firing employees.I was confronted with the emotional toll it took on both ends of the spectrum. That's why our guest, Joey Coleman, renowned author of 'Never Lose a Customer Again' and 'Never Lose an Employee Again', is here to shed some light on this intricate process.With his own experiences as a leader and the challenging decisions he made as a CEO, Joey offers a unique perspective on the employer-employee dynamic.The...2023-08-031h 08
The Ryan Hanley ShowRHS 190 - Joey Coleman's Guide to Navigating Leadership, Empathy, and Employee ExperienceBecame a Master of the Close: https://masteroftheclose.comSome of the toughest decisions in my life involved hiring and firing employees.I was confronted with the emotional toll it took on both ends of the spectrum. That's why our guest, Joey Coleman, renowned author of 'Never Lose a Customer Again' and 'Never Lose an Employee Again', is here to shed some light on this intricate process.With his own experiences as a leader and the challenging decisions he made as a CEO, Joey offers a...2023-08-031h 06
Winning TeamsEpisode #119- Never Lose an Employee Again with Joey ColemanIt has been a while, but we are welcoming back speaker and author, Joey Coleman. A few years ago, Joey became the bestselling author of the book Never Lose a Customer Again, but today he joins the podcast with his follow up book Never Lose an Employee Again. Joey Coleman is an extraordinary communicator with 20 years of experience helping organizations retain their best customers and employees. In our conversation today, he shares so many things that you can take away immediately to ensure that you are attracting, acquiring, and retaining the people you want on your team...2023-06-2843 min
Personal Injury Mastermind184. Joey Coleman, Best Selling Author – Toolkit: Employee Retention, Fixing the Billion Dollar ProblemEmployee retention is a billion-dollar problem. New York Times bestselling author, Joey Coleman (@thejoeycoleman), has the solution. Joey, originally featured in our 40th episode, is back with dynamic perspectives drawn from his new book "Never Lose An Employee Again." He builds on the principles of his previous work, "Never Lose a Customer Again," offering an exciting fresh take on building and retaining a stellar team. In this special Toolkit episode, Joey offers better ways to go about hiring for retention, champions soft skills, and reveals the real drivers of prosperous teams. Get the actionable steps you need t...2023-06-2740 min
The Business of Meetings172: Never Lose an Employee Again with Joey Coleman The Business of Meetings – Episode 172 – Never Lose an Employee Again with Joey Coleman Get ready to embark on a journey filled with invaluable insights and captivating stories! We are delighted to be joined by the one and only Joey Coleman, a true master in the art of customer and employee retention! With his groundbreaking new book, Never Lose an Employee Again, Joey has delved once more into the depths of human connections and organizational dynamics - this time to unravel the secrets of building long-lasting, loyal, teams. His tireless dedication and the meticulous research of his...2023-06-2749 minYour New Favorite Book Club'Persepolis' by Marjane Satrapi by Danny and Joey Coleman with special guest-Paniz ZadeDanny and Joey invite Paniz Zade as their first special guest to assist in their review of 'The Complete Persepolis' by Marjane Satrapi. Listen in to learn about the ongoing Iranian Revolution, the heartbreak of leaving one's country behind and (to lighten it up a bit) to hear Paniz do her best Dumbledore impression. 2023-05-2954 min
Owner's Pride PodcastStop Losing Customers Today, Actionable Insights with Joey Coleman🌟 [Owner's Pride Podcast | Special Guest: Joey Coleman | Boost Customer Loyalty & Retention] 🌟 Welcome to a groundbreaking episode of the Owner's Pride Podcast, with host Dann"E"Williams, the go-to source for cutting-edge business growth strategies and customer retention techniques. In this must-listen episode, we're joined by the illustrious Joey Coleman, a mastermind in customer loyalty and an acclaimed bestselling author. 📚 About Our Guest: Joey Coleman Joey Coleman brings a wealth of knowledge, with a rich background that spans a law degree and experience at the White House, to his role as a renowned customer retention expert. His almost...2023-04-201h 20
Experience This!Reading, Resigning, and Retaining!Learn about the must-read employee experience book of 2023, the shocking stats behind the biggest challenge facing organizations today, and a method for enhancing your customer experience by focusing on your employee experience. Bite-Sized Delight From the Episode: • Never Lose an Employee Again - By focusing on the First 100 Days of the employee journey, you can create the foundational experiences that will retain your best people for many years. • Losing Employees Is Costly - Research shows that the cost of replacing an employee is somewhere between 3-4 times their annual salary. • If You Se...2023-02-281h 19
Experience This!Computers, Computers, and More Computers!Learn about how ChatGPT and other AI software can create an entire episode of Experience This, the best CX brands according to ChatGPT, and asking ChatGPT all the tough customer experience questions. Bite-Sized Delight From the Episode: • Empathy in Customer Experience - When asked to create an episode of Experience This, ChatGPT focused on the power of empathy to build relationships with customers. • Even AI Knows the Top CX Brands - ChatGPT easily identified the best brands for customer experience to include Zappos, Amazon, Southwest Airlines, Starbucks, Apple, Nordstrom, and Chewy. • The "A...2023-02-2151 min
Experience This!Super Fans, Super Stars, and Super Answers!Learn about the must-read customer experience book of 2023, how rockstars connect with their raving fans, and the things you never knew, but always wanted to ask, about CX professionals. Bite-Sized Delight From the Episode: • Create Superfans - Brittany Hodak's must-read book "Creating Superfans: How To Turn Your Customers Into Lifelong Advocates" offers a fantastic playbook for succeeding in the Experience Economy. • Celebrate Half-Birthdays - stand out from the crowd by celebrating your customers' (and employees') half-birthdays. • Go Beyond the Professional Experience - learn more about the life behind the work when we ask...2023-02-1459 minYour New Favorite Book Club'Fairy Tale' by Stephen King by Danny and Joey ColemanOnce Upon A Time the brothers discussed 'Fairy Tale' by Stephen King. This is one of Joey's favorite episodes- as for the book... well, listen to see! Danny and Joey talk about riddles, their favorite bookstores in the world and how other cultures typically start and end their fairy tales. 2023-02-0249 min
Experience This!Avoiding, Bettering, and Ending!Learn about an airline that decided to stop providing telephone customer service, how to improve on the B2B experience, and a government crackdown on unnecessary fees. Bite-Sized Delight From the Episode: • Don't Call Us - Frontier Airlines' controversial decision to eliminate their customer service phone number may save money but may cost them customer loyalty (and will surely impact customer experience). • B2B Businesses Should Improve Their Customer Experience - In his new book, "Do B2B Better: Drive Growth Through Game-Changing Customer Experience," Jim Tincher shares tips and techniques for improving cust...2022-12-2043 minYour New Favorite Book Club'The Secret History' by Donna Tartt by Danny and Joey ColemanThe Coleman brothers review 'The Secret History' by Donna Tartt. They have lots to talk about in this one including Donna Tartt's actual history, unreliable narrators and Danny finds a way to tie all the books from this season together. 2022-12-1755 minExperience This!Playing, Placing, and Personalizing!Learn about the value of having fun within a business, the way products differ from region to region, and the continued importance of connecting with your customers using meaningful, customized communications. Bite-Sized Delight From the Episode: • Explore Ways to Infuse More Fun in Your Workplace - Kristi Herold's new book, "It Pays to Play" offers a roadmap for enhancing employee engagement, retention, and participation using intentional play. • Pay Attention to Whether You're Using the App or It's Using You - The difference between TikTok's Chinese version and American version illustrates the importance of being...2022-12-1338 minExperience This!Laughing, Enrolling, and Predicting!Learn about hilarious product instructions, what we love–and can’t stand–about health insurance, and our forecast for 2023 customer experience trends. Bite-Sized Delight From the Episode: • Even Labels Offer the Chance for an Experience - Product labels and instructions give you the chance to be witty, clever, and intriguing. Don't miss the opportunity to make every customer communication an experience. • Health Insurance: Things We Love and Can't Stand - While everyone needs it and many benefit from it, there are plenty of ways that health insurance can improve on the current customer experience...2022-12-0633 minExperience This!Condiments, Content, and Connections!Learn about an environmentally friendly ketchup bottle, a song for the age we’re living in, and a pre-written thank you card that will make you smile. Bite-Sized Delight From the Episode: • Is Your R&D Focused on Enhancing Your CX? - Heinz spent over 185,000 hours and $1.2 million to create a new, fully-recyclable ketchup bottle cap - because it was the right thing to do for the environment and their increasingly environmentally-conscious customers. • Give Your Customers What They Want Before the Go - Ryan Anderson's catchy parody song reinforces the importance of making the cus...2022-11-2935 minExperience This!Birdie, Squishy, and Sippy!Learn about the rapidly changing digital landscape, an airline that’s trying to make sitting in the middle seat fun, and what makes the Starbucks experience so remarkable. Bite-Sized Delight From the Episode: • In Times of Uncertainty, Listen More - With so many massive changes in the digital environment, approach new platforms and technologies with a great deal of curiosity, but a healthy dose of skepticism. When in doubt, double down on the places your customers already frequent. • Turn Your Worst Offering Into Something Exciting - Virgin Australia's creative lottery system offers prizes to those...2022-11-2239 minExperience This!Pâté, Partage, and Punch!Learn about how to deliver unreasonable hospitality, a meal featuring your name in lights, and a great way to turn a mistake into marketing. Bite-Sized Delight From the Episode: • Be Unreasonable with Your Hospitality - Will Guidara's page-turner "Unreasonable Hospitality" details his journey turning a two-star brasserie into the world's #1 restaurant by focusing on over-the-top interactions and story-worthy flourishes. • The Experience Starts Before the Meal - Partage's light-up table in their private dining room creates a remarkable experience for a meal before the food is even on the plate! • Turn Your Mistakes...2022-11-1537 minExperience This!Expressing, Hearing, and Singing!Learn about the evolving meaning of emojis in conversation, the sound of focusing on your core customers, and some innovative examples of immersive live event experiences. Bite-Sized Delight From the Episode: • Be Careful with Your Emojis - Emojis can have VERY different meanings depending on the age of the person sending and/or receiving the message. • It Sounds Like You Could Focus More - Bose is refocusing on their core offerings after straying from its core audience. Make sure that your offerings and experiences are focused in on what matters most to your custo...2022-11-0835 minExperience This!In the Flow, On the Go, and In the Know!Learn about a less than logical checkout experience, the evolving role of mobile apps in banking, and an UN-VEGAS hotel in Las Vegas. Bite-Sized Delight From the Episode: • Sequencing of Customer Interactions Matters More than You Might Think - Make sure to use logic when creating customer interactions - especially those that happen in person. Customers want interactions to be logical and seamless, similar to the interactions they have come to expect from their online transactions. • Mobile Matters! - Research from the banking industry shows that customers are expecting more and more of their...2022-11-0128 minExperience This!Safety, Savings, and Satisfaction!Learn about the psychology behind buyer decisions, what banking customers are looking for from their bank, and a car-buying experience with long-lasting effects. Bite-Sized Delight From the Episode: • B2B Still Involves Humans - Just because you operate in a B2B environment, doesn't mean your communications should lack a human touch. To make the most of the B2B Risk-Reward Gap, pay attention to the personal needs of the individual that is your point of contact with your customer. • Don't Rest on Your Relationships! - Banks have long term customers but shouldn't take...2022-10-2541 minYour New Favorite Book Club'The Human Cosmos: Civilization and the Stars' by Jo Marchant by Danny and Joey ColemanDanny and Joey review 'The Human Cosmos: Civilization and the Stars' by Jo Marchant. In this episode, Danny and Joey dive into black holes (not literally), audiobooks and even discuss spiritual beliefs. Enjoy!2022-10-2148 minExperience This!EP173: Stockouts, Silences, and Storytelling!Learn about the importance of keeping your customers in the loop, the sound of customer silence, and the power of creative storytelling! Bite-Sized Delight From the Episode: • Keep Your Customers Informed - Research by Instacart shows that keeping customers aware about inventory and managing their expectations about availability leads to increased order frequency and increased lifetime value of the customer. • Try Being Quiet - Explore the experience created by Amsterdam Schipol Airport and stores in Dublin by considering what it would be like to create a "quiet experience" for your customers. • The Bet...2022-10-1829 minExperience This!Storms, Responses, and Forks!Learn how proactive customer service can increase loyalty, why timing is everything, and how to have fun with paying bills! Bite-Sized Delight From the Episode: • Proactively Reach Out to Customers - ComEd's "Storm is Coming" email helps customers to be prepared and stay informed in a challenging time. How can you let your customers know you are aware and paying attention to things that will effect them? • Move Quickly and Respond Even Faster - Jay Baer's new "Time to Win: 2022 Consumer Patience Study" found two-thirds of respondents say speed is as important at price...2022-10-1128 minExperience This!Valyrian, Mandalorian, and Amazonian!Learn about a playful way to serve niche audiences, incorporating pop culture into your customer messaging, and a way to get your customers engaging with you every single day… for weeks on end! Bite-Sized Delight From the Episode: • Connect the Niches Within Your Customer Base - DuoLingo's language course for High Valyrian (a conlang from Game of Thrones) connects sub-segments of their customer base in a playful, engaging way. • Every Customer Interaction is a Chance to Be Remarkable - Wistia's Terms of Service make Star Wars fans smile by referencing the infamous text scroll...2022-10-0430 minExperience This!EP170: Lovers, Singers, and Winners!Learn about the brands consumers LOVE the most, a test that you definitely want to pass, and the retailers that are winning with in-store experiences. Bite-Sized Delight From the Episode: • Loved Brands Grow Faster - The third annual Brand Love report by Hootsuite and Talkwalker shows that loved brands grow 3X faster and the top brands are beauty and fashion because they deliver what customers want. • Playful Little Touches Get Noticed - StreamYard's "test audio" feature produces smiles with a playful song by two members of the StreamYard support team • Store Experi...2022-09-2727 minExperience This!Adjustments, Addresses, and Appointments!Learn about a pre-purchase experience that created a big purchase, a common occurrence with an uncommon resolution, and a regular service without regular scheduling. Bite-Sized Delight From the Episode: • Treating People Well is the Best Upsell - When a salesperson listens, empathizes, and answers questions directly (like the team at Mattress Galaxy) it builds the kind of trust and rapport that leads to great sales. • Make It Easy to Keep Doing Business With You - Customers move and when they do, making it easy to update their mailing address is a great way to c...2022-09-2030 minExperience This!1040s, 9 and 3-4, and 404s!Learn about how one company rolled back a major decision after customer backlash, how immersive experiences have become all the rage, and how you can create experiences anywhere - even when a customer makes a mistake. Bite-Sized Delight From the Episode: • Listen AND Respond to Your Customers - When loyal customers backlashed at the elimination of a feature enjoyed by a small but vocal portion of users, TurboTax reversed their decision and re-instated the "ItsDeductible" program. • Think Immersive for Your Experiences - As customers crave more immersive experiences, explore ways to deliver "above and b...2022-09-1333 minExperience This!Lucy, Harry, and Spidey!Learn about surprising interactions at a fantastic amusement park, a visit to a magical place - again, and going the extra mile to turn a bad experience into a remarkable one. Bite-Sized Delight From the Episode: • Gamify Your Customer Interactions - LEGOLAND offers a variety of unique, interesting opportunities for customers to explore the park, interact with staff, and experience surprise and delight moments every step of the way. • Grow with Your Customers - Find new ways to deepen and augment the relationship with your veteran customers like Universal Studios Hollywood does by revis...2022-09-0633 minYour New Favorite Book Club'Cultish: The Language of Fanaticism' by Amanda Montell by Danny and Joey ColemanDanny and Joey review 'Cultish: The Language of Fanaticism' by Amanda Montell. In this episode, Danny gets mathematical with Joey (hint: it doesn't go so hot), the brothers talk about some of their own brushes with cults and get into 'thought ending clichés'. If you don't like it, it is what it is. 2022-08-0353 min
Your New Favorite Book Club'Project Hail Mary' by Andy Weir by Danny and Joey ColemanDanny and Joey review 'Project Hail Mary' by Andy Weir. The brothers chat about their sleep demons, famous Ryans and learn about Pteromerhanophobia. Due to the format of the book, this podcast contains many spoilers. We highly recommend reading PHM before listening! 2022-07-0457 minYour New Favorite Book ClubPrepisodeSomething special is brewing. Have a quick listen to the 'prepisode' to be on the same page as Danny and Joey on their hunt for Your New Favorite Book. 2022-06-2601 min
The Ecom Show#114 Joey Coleman: Build Lifetime Customer Loyalty In 100 Days#114 Joey Coleman: Build Lifetime Customer Loyalty In 100 DaysWe're back, and we're in conversation with Joey Coleman, the famous author of the bestselling novel "Never Lose A Customer Again."Behind every successful brand, there's an army of loyal customers, and Joey Coleman is an expert when it comes to turning any sale into lifelong loyalty. Joey has been helping businesses build customer loyalty for almost 20 years now. He's a bestselling writer, teacher, advisor, and incredible speaker.Tune in to this episode of The Ecom Show to hear Daniel Budai and Joey talk about:2022-06-2332 min
Experience This!Retailers, Subscriptions, and Mutual Funds!Learn about e-commerce companies that are moving to brick-and-mortar, helping your customers save money, and a beloved brand that has people talking -- but not in a good way. Bite-Sized Delight From the Episode: • Bricks Might Save Clicks - the rising costs of doing business online is leading many e-commerce brands to open physical retail locations. • Squeaky Clean Transparency Is Best - Green cleaning company Dropps chose complete transparency when announcing a shipping price increase to customers and earned loyal fans in the process. • Even Customers That Love You Will Only Tolerat...2022-05-2437 min
Experience This!Fallon, Fans, and Fostering!Learn about using parodies to catch attention and stop social media scrolling, putting your customers first in every aspect of your business, and building raving fans with a generous grace period. Bite-Sized Delight From the Episode: • B2B Doesn't Give You Permission to be Boring2Boring - follow the example of Emily DeBrito Brady (TikTok: @emdibritobrady) and use humor and playfulness in your messaging to grab the attention of business buyers. • Put Your Fans First - Savannah Bananas owner Jesse Cole offers a playbook for creating remarkable customer experiences in his brand new book...2022-05-1741 min
Experience This!Clothing, Catchers, and Communication!Learn about getting back to basics when everything else isn’t working, how changing the rules can inspire creativity and innovation, and the state of local businesses in a post-COVID world. Bite-Sized Delight From the Episode: • Get Back to the Basics of Focusing on Existing Customers - after years of trying to chase new customers, JC Penney's new CEO is focusing on retaining the local customers that already shop there. • Make Your "Rules" Customer-Centric - When the Savannah Bananas wanted to enhance the experience of watching a baseball game, they designed a new set of...2022-05-1035 min
Experience This!Beginnings, Middles, and Endings!Learn about a warm welcome that creates new loyalty, key tricks for keeping going when the experience starts to wane, and the importance of a final positive experience before a customer leaves. Bite-Sized Delight From the Episode: • Make Sure Your Employees are Loyal to Your Loyalty Program - Loyalty programs only work if everyone on your team genuinely understands the benefits and can explain them succinctly to your customers. • Get Back to Basics - Alan Stein Jr.'s new book "Sustain Your Game: High Performance Keys to Manage Stress, Avoid Stagnation, and Beat Burn...2022-05-0343 min
Experience This!Crimes, Deliveries, and Charles Dickens?!Learn about when good customers do bad things, the “last mile” in retail, and the “great expectations” of your customers. Bite-Sized Delight From the Episode: • It Could Always Be Worse - Customer experience professionals often worry about their customer fails and while we should always be trying to improve, it's also okay to laugh from time to time at customers' crazy expectations. • Don't Forget the Last Mile - If you sell products that are delivered to your customers, the experience of delivery to their front door is STILL part of your experience. Make sure you del...2022-04-2628 min
Experience This!Van Gogh, Oh No, and Duo!Learn about an immersive art experience that keeps you coming back for more, a 90th birthday party gone awry, and the importance of cross-cultural consciousness. Bite-Sized Delight From the Episode: • Explore Immersive Experiences - Immersive visual and audio components that bring old art to life in new and mesmerizing ways at the Van Gogh Immersive Exhibit offer inspiration for what brands can (and should) do to enhance and augment interactions with customers. • Don't Make Mistakes at Key Customer Milestones - A Listener Story relates how a series of mistakes for a customer hosting a 90th birt...2022-04-1934 min
Experience This!Data, Protein, and Google!Learn about choosing between privacy and personalization, a meal prep delivery with only part of the meal, and how consumer preferences for online reviews are evolving. Bite-Sized Delight From the Episode: • Put Your Customers First with a Privacy First Mindset - Be deliberate and conscientious with your digital data policies to respect and honor the amount of customer data you collect and how you use it. • Don't Forget the Key Ingredients of a Remarkable Customer Experience - When a meal prep box service failed to include the protein, it was a mistake. When it failed to s...2022-04-1238 min
Experience This!Bananas, Burgers, and Bu-Byes!Learn about how drains can draw customer attention, a whopper of a delivery tale, and a 1 star ending to a 4 star offering. Bite-Sized Delight From the Episode: • Everything Speaks, Even Your Drain Covers - The commitment to customer experience is so great at The Savannah Bananas that an employee noticed rusty drain covers and replaced them with custom banana-themed drains - much to the surprise and delight of the team owners who always strive to put Fans First. • Partner with Like-Minded Businesses to Find Like-Minded Customers - DoorDash Dash Pass holders received exclusive access to Burg...2022-04-0531 min
Experience This!Dining, Designing, and Priming!Learn about how one restaurant is taking accessibility to new heights, putting the “customer” in “customer experience,” and what loyalty looks like when price doesn’t matter. Bite-Sized Delight From the Episode: • Accessibility Needs to Be Part of Your Customer Experience - Contento (a restaurant in New York City) excels at creating remarkable experiences for all patrons and especially those in wheelchairs as reported by Pete Wells in his article for The New York Times, "Accessibility Is a Right. This Restaurant Treats It That Way." • Forget What You Think, What Do You Know?! - Annette Fran...2022-03-2934 minYour New Favorite Book Club'Mayflies' by Andrew O'Hagan by Danny and Joey ColemanDanny and Joey review 'Mayflies' by Andrew O'Hagan. The brothers giggle their way through some tough topics, talk about Scotland's national animal (you'll never guess what it is) and Joey confesses about an old love. 2022-03-2848 min
Experience This!Revisiting, Revising, and Refining!Learn about the improving experience of virtual reality, the evolving schedule of sharing content, and a simple way to add time to your day. Bite-Sized Delight From the Episode: • Virtual Is Becoming More Real - Attending a business meeting in virtual reality demonstrates that all businesses need to be thinking about the impact virtual reality will have on their business and the experiences they offer customers. • Play with the Pacing of Content Distribution - Critically acclaimed series The Marvelous Mrs. Maisel shifts from dropping an entire season to dripping content at a pace of t...2022-03-2245 min
Experience This!Witty, Wowing, and Wonky!Learn about how to make marketing fun, the current state of customer experience, and avoiding the buzzwords that people love to hate. Bite-Sized Delight From the Episode: • Fun Interactions Creates a Fun Workplace - The more colorful and playful your brand, the more you will attract that type of customer and employee. • Happy Employees Equal Happy Customers - Based on research by GetFeedback, the relationship between employee experience and customer experience should be an infinity symbol - when employees are happy, they better serve customers, thereby making those customers happy. • Beware Buzzwor...2022-03-1536 min
Experience This!Paying, Personifying, and Participating!Learn about auto-payments gone awry, naming the devices you love, and getting paid to be the delivery driver for your next takeout order. Bite-Sized Delight From the Episode: • When Striving for Easy, Make the Process Easy - Allowing customers to make automatic, recurring payments reduces friction and increases convenience - but ONLY if you make the sign up and implementation process smooth and easy! • What's in a Name? Personal Connection - Bose offers customers the option of personifying their noise cancelling headphones by giving them a name and in the process, creating a stronger bond betw...2022-03-0835 min
Experience This!Puppies, Sunglasses, and Movies!Learn about a barista who showed genuine empathy for a customer in pain, a set of care and maintenance instructions that was seriously fun to read, and a theater experience that didn’t begin - or end - well. Bite-Sized Delight From the Episode: • Empathy Creates Customer Connection - While a complimentary coffee is nice, a barista showing empathy to a grieving customer makes for a memorable and remarkable interaction. • Even Your Instructions Can Be Entertaining - Goodr's Guide to Proper Eyewear Care & Maintenance brings a level of entertainment and humor to a retail product experi...2022-03-0135 min
Experience This!Flexibility, Mobility, and Accessibility!Learn about how to keep your customers happy when you don’t meet their expectations, the expanding QR code experience, and enhancing your offerings to meet your customers where they are at. Bite-Sized Delight From the Episode: • Messaging Creates and Confirms Customer Expectations - When bad weather impacted an Antarctic experience, casting travelers as "modern day adventures" made uncertainty easier to handle. • QR Codes are Back - To create the best customer experiences possible, you need to constantly be iterating and innovating when it comes to your use of technology - which means QR cod...2022-02-2234 minExperience This!Wishes, Orders, and Courtesies!Learn about a simple way to recognize your customers, a doctor engaging his patients to improve the office experience, and breaking down President Biden’s executive order on customer service. Bite-Sized Delight From the Episode: • Don't Miss the Chance to Wish Someone Happy Birthday - Every customer has a birthday - but few businesses make the time to acknowledge their customer's special day and create a little moment of delight in the process. • When In Doubt, Ask Your Customers - Dr. Ryan Stewart asked how to improve the design of his gynecology office and go...2022-02-1536 minExperience This!Soliciting, Scoring, and Scaring!Learn about how NOT to get someone’s attention in a first email, an in-depth review of Net Promoter Score, and when your phone is listening to the people around you. Bite-Sized Delight From the Episode: • CX Begins BEFORE Someone Becomes a Customer - Any interaction with a prospect (even a cold email outreach) starts to establish the future customer experience. Don't miss the chance to be remarkable and set the right tone for interactions you'll deliver in the future. • Make Sure You Use Net Promoter Score the Right Way - Fred Reichheld's newest...2022-02-0836 minYour New Favorite Book Club'Such a Fun Age' by Kiley Reid by Danny and Joey ColemanDanny and Joey review 'Such A Fun Age' by Kiley Reid. The brothers try their best (as two upper middle class white men) to deal with serious topics like racism and classism. 2021-12-2147 min
Experience This!Alignment, Entertainment, and Accomplishment!Learn about how we’re doing CX all wrong, how to make time fly while waiting on hold, and how Experience This! is celebrating another milestone. Bite-Sized Delight From the Episode: • Make Sure Your Team in Enabled to Make Experiences - Nicholas Zeisler’s book “We’re Doing CX Wrong… And How To Get It Right” recommends process engineering (things like design thinking, Six Sigma, Lean, Kaizen, etc.) to enhance your customer experiences. • Just Because It’s Required, Doesn’t Mean It Can’t Be Remarkable - Goettl Air Conditioning & Plumbing’s hold message turns an annoyin...2021-12-2134 min
Experience This!Masterplans, Motorcycles, and Monotasking!Learn about using customer’s personal data to develop new product offerings, taking small actions to have big results, and a way to get everything you need to do accomplished faster and with less stress. Bite-Sized Delight From the Episode: • Be Careful How You Use Customers’ Data - 23&me walks a fine line with their customer relationships when they use customer DNA data to create new drugs. • Small Enhancements in Customer Data Have a Big Impact - A&S Motorcycles uses small touches (like office tours and responding to every online review) to deepen r...2021-12-1435 min
Experience This!Competency, Abilities, and Obsession!Learn about what the U.S. government is doing to improve customer experience, a Canadian sports equipment retailer redefining an international symbol, and how to turn your customers and employees into lifelong fans. Bite-Sized Delight From the Episode: • Even the Government is Paying Attention to Customer Experience - The U.S. Federal Government is improving customer experience with legislation and executive actions focused on diversity and accessibility. • Don’t Miss the Chance to Re-invent Icons - Ability Signs is on a mission to highlight abilities instead disabilities with an update to the infamous blue a...2021-12-0725 min
Experience This!Staying, Smoking, and Shipping!Learn about the importance of acknowledging customer loyalty, an extreme example of living the brand experience, and evolving the ways you interact with customers for the greater good of the planet. Bite-Sized Delight From the Episode: • Be Loyal to Those Who Show You Loyalty - Be generous with the points/benefits of your loyalty program and make it easy for customers to receive the perks they’ve earned. • Let Customers Live Your Brand - Your most dedicated customers want to show their affinity and receive unique perks for continued and ongoing support/patronage. ...2021-11-3037 min
Experience This!Picking, Integrating, and Calculating!Learn about finding your low-hanging fruit, building experiences right into your product or service, and how we measure thee - let us count the ways! Bite-Sized Delight From the Episode: • Improving CX Can Be Fast - Don’t miss the chance to dramatically improve your customers’ experiences by focusing on small. simple, effective enhancements. • Build in an Experience - Don’t overlook directions, packaging, and product/service design as a place to infuse surprise and delight moments. • Make Sure You Measure with the Right Metrics - Be sure you measure what matters by c...2021-11-2343 min
Experience This!Timbre, Taste, and Ticket!Learn about the sound of a great experience, tasty treats in unexpected venues, and the vestiges of customer interaction that just aren’t functioning anymore. Bite-Sized Delight From the Episode: • Does Your Brand Sound Remarkable? - Use your customers’ aural cavities to seduce them into a subconscious sensory relationship. • Is Your Brand Unexpectedly Easy? - Breeze’s healthy, quick, delicious meals stand out in the airport environment. • Does Your Brand Have Leftover Elements? - If customer requirements change, make sure to update customer-facing signage. Are You Looking for Things We Reference...2021-11-1630 min
Experience This!Working, Debating, and Skipping!Learn about the best employee experiences in the country, where customer experience should live in a company, and why one airline is really mad at a third-party flight aggregator. Bite-Sized Delight From the Episode: • Great Employees Deliver Great Customer Experiences - As Newsweek’s “Most Loved Workplaces 2021” list shows, happy employees lead to happy customers. • CX Is Important, But Where Should it “Live” - Dan and Joey agree that CX needs a prominent place in organizational hierarchy - but should it be lead by the Chief Marketing Officer or the Chief Experience Officer? • Forcin...2021-11-0932 minYour New Favorite Book ClubVolume 1- Bonus Episode!Get to know your hosts Danny and Joey better by listening to how their book club and podcast came to be! Are you more of a Danny reader, or more of a Joey reader? The brothers chat about some of their pre-pod books including, but not limited to- 'Educated' by Tara Westover, 'The Inconvenient Indian' by Thomas King and 'Know My Name' by Chanel Miller. 2021-11-0545 min
Experience This!Lines, and Tigers, and Bears!Learn about a creative way to make your customers feel better about waiting, an airport experience that doesn't involve a plane, and a great prize for bulking up before winter. Bite-Sized Delight From the Episode: • Waiting Lists Don’t Need to Be Stagnant - Seth Godin offers a unique suggestion for a “smart line” that allows waiting customers to move up or down the list depending on their personal needs/desires. • Unite Your Friends and Fans Using Social Media - Yaeger Airport’s playful and poignant use of social media helped unite their fans and the...2021-11-0235 min
Experience This!Behaving, Marketing, and Innovating!Learn how restaurants and hotels are dealing with bad customer behavior, why marketers are finally paying attention to customer experience, and why innovation doesn’t have to be complicated! Bite-Sized Delight From the Episode: • The Customer Isn’t Always Right - If customers aren’t behaving with civility, smart businesses will choose not to work with those customers, taking comfort in the fact that kind people want to go places that value kindness. • More CMOs are Focusing on Customer Experience - According to new research from Salesforce, nearly 78 percent of CMO's now own customer e...2021-10-2639 min
Experience This!Selfies, Cynicism, and Stopwatches!Learn about getting your customers to share their memorable moments, charging for brief emotions, and timing your audience as they read your legal disclaimers! Bite-Sized Delight From the Episode: • Selfies Can be Social - Find ways to gently remind people how to take an offline experience (like a sunset) into an online venue (#NaplesGrande Sunset Selfie). • Invoices are Touchpoints Too - Don’t miss the opportunity for a remarkable interaction by sending a poorly worded invoice. • Customers Don’t Want to Read for Hours - Privacy Policies and Terms of Conditions that take...2021-10-1938 min
Experience This!De-Escalation, Refrigeration, and Communication!Learn about dealing with unruly customers, exploring real-time data from your appliances, and the fight against digital pollution! Bite-Sized Delight From the Episode: • Train Your Team to De-Escalate with Customers - Pandemic-related stress is increasingly requiring your team to deal with emotional outbursts and erratic behavior from customers. • Share Useful Data with Your Customers - LG’s refrigerator shares valuable reporting/information to help customers be more energy efficient and maximize the benefits of the product’s features. • Everyone Needs to Reduce Digital Pollution - Ethan Beute and Stephen Pacinelli’s new book “Hu...2021-10-1235 min
Experience This!Creativity, Longevity, and Specificity!Learn how to make up for missing pieces in your customer experience, why it’s crucial to think long term in a short term environment, and how you can take pointers on being remarkable - from the DMV! Bite-Sized Delight From the Episode: • Your Personality is a Force - LEGO’s playful, Star Wars-themed response is a perfect example of letting your brand personality shine in customer communications. • Focus on the Long Term - Dorie Clark’s new book “The Long Game” offers a powerful framework and useful tactics for making long-ter...2021-10-0530 min
Experience This!Retailing, Behaving, and Feng Shui-ing!!Learn about the rising expectations of retail customers, getting into your customers’ brains, and how a traditional Chinese practice may make working from home more tolerable. Bite-Sized Delight From the Episode: • Upgrade Your Online Presence - Shifting customer expectations in a post-COVID era require you to enhance your online/ecommerce experience now. • Experience Behavioral Economics - Melina Palmer’s newest book ”What Your Customer Wants and Can’t Tell You” offers a guide and checklist to unlock your customers’ decision-making process and apply psychology/behavioral economics to your business. • Shift the Environment - blen...2021-09-2836 min
Experience This!Terminators, Differentiators, and Accelerators!Learn about how to get your customers to “come back” again and again, how D.A.D. can help you stand out in a crowd, and how to grow your business by growing your clients’ business! Bite-Sized Delight From the Episode: • Avoid the “Terminator” Customer - Shep Hyken’s newest book ”I’ll Be Back” explains why customers leave and how to design your business to keep them coming back. • Different Experiences Can’t Be Ignored - Mike Michalowicz offers a three set process for differentiating, attracting, and directing prospects to become customers in his entertaining and act...2021-09-2145 min
Experience This!Simple, Practical, and Inexpensive!Learn about the hottest new CX book of 2021 in a special episode featuring an exclusive, all-access, backstage pass, behind-the-scenes interview with the author! Bite-Sized Delight From the Episode: • Be an Experience Maker - make every business decision with the customer in mind. • Design W.I.S.E.R. Experiences - Witty, Immersive, Shareable, Extraordinary, and Responsive interactions lead to loyal customers and raving fans. • Keep in Mind that Offline is Becoming Online - Everything we do, everywhere we go, we can pull out our phones, take a picture or video, and turn an off...2021-09-1431 minYour New Favorite Book Club'Think Again' by Adam Grant- by Danny and Joey ColemanDanny and Joey review 'Think Again' by Adam Grant. Grant is a well known psychologist and author that has given many Ted Talks. The brother's talk about Bill and Melinda Gates, the overview effect and 'kummerspeck' aka grief bacon. 2021-09-0946 minYour New Favorite Book Club'The Midnight Library' by Matt Haig- by Danny and Joey ColemanTrigger warning: Suicide.
Danny and Joey review 'The Midnight Library' by Matt Haig. 'The Humans' by Matt Haig has been reviewed by the Coleman's in their pre-pod book club life. In this episode, the brothers talk about multiple universes, Schrödinger's cats and Pavlov's dogs. 2021-09-0954 minYour New Favorite Book Club'The Shadow of the Wind' by Carlos Ruiz Zafón- by Danny and Joey ColemanDanny and Joey review 'The Shadow of the Wind' by Carlos Ruiz Zafón. 'Shadow of the Wind', originally written in Spanish, is a worldwide best seller. The brothers chat about bibliophiles, twist endings and flatulence humour. 2021-09-0945 minYour New Favorite Book Club'Big Magic' by Elizabeth Gilbert- by Danny and Joey ColemanDanny and Joey review 'Big Magic' by Elizabeth Gilbert. Gilbert is best known for her 2006 memoir 'Eat, Pray, Love'. In this episode, the brothers delve into Karens, creativity and paradoxes!2021-09-0940 minYour New Favorite Book Club'The Chestnut Man' by Søren Sveistrup- By Danny and Joey ColemanDanny and Joey review 'The Chestnut Man' by Søren Sveistrup. Sveistrup is best known for being the screenwriter of the hit series 'The Killing'. The brothers brave a thriller/nordic noir and chat about the horror of nursery rhymes, the dictionary of invented words and tree killing fungus. 2021-09-0945 minYour New Favorite Book Club'The Ballad of Songbirds and Snakes' by Suzanne Collins- By Danny and Joey ColemanDanny and Joey review 'The Ballad of Songbirds and Snakes by Suzanne Collins. Collins is best known for her Hunger Games trilogy. The brothers review her prequel and get into Shakespeare, the pronunciation of soft J's, and Wordsworth. 2021-09-0940 minYour New Favorite Book Club'M Train' by Patti Smith- By Danny and Joey ColemanDanny and Joey review 'M Train' by Patti Smith. Patti Smith is an american singer, song-writer whose 1975 album 'Horses' was widely influential for the punk-rock scene. She also wrote the memoir 'Just Kids' which is one of Joey's favorite books. In this episode, the brothers dive into poetry baths, grief and discuss how mundane objects can hold such sentimental value. 2021-09-0945 minYour New Favorite Book Club'Exhalation' By Ted Chiang - By Danny and Joey ColemanDanny and Joey review 'Exhalation' by Ted Chiang. Ted Chiang is best known for writing 'Story of Your Life' which the movie 'Arrival' was based on. The brothers get into family lore, memories, existential crises and plot structure. 2021-09-0939 min
Experience This!Flying, Frying, and Finding!Learn about reconnecting with familiar brands in the COVID-era, when temperature impacts the client experience, and a lawyer’s office that is fun to visit. Bite-Sized Delight From the Episode: • Make Apologies about Your Customers - Delta welcomes back flyers with new protocols and apologizes for not meeting customer expectations. • Clear, Consistent Customer Communication Avoids Frustration - An air conditioning company’s failure to communicate costs them the project and a long-term customer. • Unexpected Experiences in Unexpected Places Create Remarkable Interactions - A law firm with “The World's Greatest Toy Closet” creates a memo...2021-09-0745 min
Experience This!EP100: The Best of the Best from 100 Episodes!Join us as we look back on some of our favorite customer experience stories and celebrate our 100th episode with our “Best of the Best” show. Bite-Sized Delight From the Episode: • Unique Customer Experiences Get Talked About - The common thread in our top 5 “This Just Happened” segments? Create an experience that your customers want to tell everyone about… and they will do just that. • Every Single Element of the Experience Deserves Your Attention - When every touchpoint is part of one cohesive experience, the impact is noticeable, significant, and long-lasting. • Just Because Something is Required, Doesn’...2020-05-0533 min
The Speaker Lab PodcastProviding an Exceptional Customer Experience with Joey ColemanOne of the fundamental keys to succeeding as a speaker is providing an exceptional customer experience for your client. This includes all aspects of your client's event: before, during and even after.A man who knows this truth like the back of his own hand is Joey Coleman. You may remember Joey from epsiode 197 of the show, and you may remember we finished that show with a tease to bring him back. Well he's back and in full force for part II!Today Joey walks us through an 8 step process of what to do before...2018-11-2044 min
Steal The Show – Steal the Show with Michael Port106 Joey Coleman On Giving An Audience What They Need, The Dangers Of Using Absolutes, and Why Celebrating Accomplishment Is Difficult
Listen Now
“I believe the #1 thing we should be doing as speakers is trying to give speeches as often as we can because every single speech is a treasure trove of feedback and information.” – Joey Coleman
(click to tweet)
Speakers need to have strong beliefs, lightly held.
Yes, there’s contrast in that statement, but contrast is the beauty of performance. The job of a performer is to deliver a strong message while simultaneously being open to audience feedback. This is the tricky, two-sided nature of the jo...2018-05-2827 min
Experience This!EP035: Elbows, Pillow Cases, and Salt Blocks!2018-05-2233 min
Experience This!EP031: Virtual Reality, Big Screen Reality, and Your Reality!The future of virtual reality in the customer experience, the effects of fiction coming to life on the big screen, and how the future is (or isn’t) all about VR. Bite-Sized Delights From the Episode: New ways that companies are using virtual reality in the customer experience. A look at what the Ernest Cline’s novel, Ready Player One, can tell us about the future of CX. Joey and Dan square off over how big VR will actually become. A look at the importance of customer loyalty programs. Are You Looking for Things We Refe...2018-04-2438 min
Crack the Customer Code315: Joey Coleman, Never Lose a CustomerJeannie and Adam interview award winning speaker and author Joey Coleman to discuss how the first 100 days is critical to increase customer retention and ultimately, lifetime profit. The untold truth about customer retention You may know that just a 5% increase in customer retention leads to a 25% - 100% increase in profits, but did you know the first 100 days of a customer’s lifecycle is when the magic really happens? Unfortunately, this first 100 days is typically filled with paperwork, payments, and other boring, company-focused “onboarding” experiences. “It’s the most important time period of the entire rel...2018-04-1031 min
Marketing Speak128. How to Onboard Customers So They’ll Never Leave with Joey ColemanIf you know how to chase and catch customers or clients, but aren’t really sure what to do once you’ve caught them, you’ll want to listen to today’s conversation with award-winning speaker Joey Coleman! His first book, Never Lose a Customer Again, includes his methodology for what businesses need to do in the first 100 days to improve customer experience and retention. Joey has applied his methodology at organizations including Hyatt, NASA, and Zappos. Today, he’ll share this same methodology with you, and explain exactly how to turn any sale into a lifelong customer. Find Out M...2018-04-041h 04
Business Done Differently with Jesse Cole132 : Joey Coleman - the First 100 DaysFor over a decade, Joey Coleman has helped organizations retain their best customers and turn them into raving fans through his entertaining and actionable keynotes, workshops, and consulting projects. As a recognized expert in customer experience design and an award-winning speaker at national and international conferences, Joey specializes in creating unique, attention- grabbing customer experiences. He works with companies ranging from small start-ups, to mid-size businesses, to large Fortune 500s.
Joey’s First 100 Days® methodology helps fuel successful customer experience endeavors at companies and organizations around the world. It’s a system designed to dramatically increase your custo...2018-04-0255 min
Experience This!EP023: Sharks, Salespeople, and Secrets!How getting The First 100 Days® right can create lifelong customers, a unique day on the ocean you'll never forget, and the difference between a good salesperson and a great salesperson. Bite-Sized Delights From the Episode: Why The First 100 Days® are key to creating lifelong customers How one company blended information, fun, and experience to create an unforgettable day on the ocean. Why being a great salesperson means being a good person. Why customer retention is one of the best investments you can make. Are You Looking for Things We Referenced? Don't Be a Good Sa...2018-02-2741 min
Experience This!EP020: Stars, Freezing, and Bystanders!How one hotel group won more Michelin stars than any other, why thinking ahead is the best way to surprise your customers, and why the people with your customer are just as important as your customer. Bite-Sized Delight From the Episode: How a surprise made Joey’s stay at a hotel remarkable. What Mandarin Oriental did to win more Michelin stars than any other hotel group in the world. Businesses that win big by taking care of the “bystanders” who come along with their customers. Are You Looking for Things We Referenced? How Mandarin Orienta...2018-02-1333 min
Experience This!EP021: Doing More, Engaging More, and Charging More!Why MORE means more for your customers, a simple and free idea to build customer relationships, and what you can learn from a Manhattan electronics store's "creative" prices. Bite-Sized Delight From the Episode: How something unrelated to your business can be a great way to build strong customer relationships. Why making your life harder is the best way to make the customer experience better. Joey’s fateful trip to a Manhattan electronics store with a “creative” pricing system. Why customer experience is key to word-of-mouth marketing. Are You Looking for Things We Referenced? More Is Mor...2018-02-0629 min
Get Yourself Optimized115. 100 Days to Build a Customer Relationship that Lasts a Lifetime with Joey ColemanJoey Coleman is here to teach you to be a better communicator with audiences and customers alike. We’re all familiar with the concept of a sales funnel, but it has one big problem: the bottom is much smaller than the top. The key to fixing this problem isn’t attracting more people to your funnel. You need to make the bottom opening of your funnel bigger by creating lifelong, enthusiastic customers. Find Out More About Joey Here: joey@joeycoleman.comJoeycoleman.com @thejoeycoleman on TwitterJoey Coleman on LinkedInNever Lose a Customer Again by Joey Coleman In This...2017-11-021h 03
The Learning Leader Show With Ryan HawkJoey Coleman – What Is Your Personal Brand?Episode 068: Joey Coleman – What Is Your Personal Brand?
This is a special episode for me as I’ve been fortunate to get to know Joey over the last month and he’s become a great friend. I had the distinct pleasure of attending a professional development workshop recently where Joey was the facilitator/speaker/lead engager. It was the best 2 and a half day training event I have ever been to in my life. And Joey is the best presenter I’ve ever seen. This conversation was incredible and I really appreciate how honest, transparent, and truly helpful Joey...2015-11-021h 13