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How to Never Lose a Customer Again w/ Joey Coleman
Making the Fan
English - December 21, 2021 12:00 - 54 minutes - 37.5 MB - ★★★★★ - 38 ratingsBusiness Sports customer experience sports business fan experience employee engagement corporate culture revenue generation consumer insights operations sportsbiz consulting Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Chief Experience Composer and Best-Selling Author Joey Coleman joins David to talk about how to “Never Lose a Customer Again.” In this episode, Joey breaks down the 8 phases of the customer and employee experience from his book: Assess, Admit, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate. Organizations often focus on a couple, but paying attention to all eight sequentially leads to retention, additional sales and referrals.
Show Notes
4:01 Get Straight As from Your Customers - the 8 Phases
11:50 Applying the 8 Phases to Different Customer Journeys
14:23 Fostering the Experience for the First Time Customer
18:41 Use Your CRM Tools to Tailor Your Communication
22:53 Investigate, Observe and Ask
27:30 Peel Back the Curtain and Share Survey Data
33:11 Ignite Relationships with Current Customers
38:23 Get Straight As from Your Employees
48:32 Joey’s Savannah Bananas Experience
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For more insights from Joey, check out:
JoeyColeman.com
Never Lose a Customer Again
Listen to Joey’s podcast with fellow FTS guest Dan Gingiss - Experience This!
Connect with Joey on LinkedIn | Twitter
Bonus: Notre Dame and National Signing Day 2021
Learn more about the Savannah Bananas’ experience from owner Jesse Cole:
Ep. 14 - Fans First
Ep. 44 - A Culture of Experimentation and Innovation
Connect with Host, David Millay:
Connect w/ David Millay on LINKEDIN: https://www.linkedin.com/in/davidmillay/
Follow David on INSTAGRAM: https://www.instagram.com/david.millay/
Follow David Millay on TWITTER: https://twitter.com/DavidMillay