Never Lose a Customer Again
Turn Any Sale into Lifelong Loyalty in 100 Days
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Recommendation
When business consultant Joey Coleman shattered a molar, a highly recommended local dentist, Dr. Katie McCann, allowed him to schedule a same-day appointment. He left her offices with a new crown and the doctor’s personal cell phone number. As a result of her top-notch service, Coleman became a loyal customer, and referred several other people to Dr. McCann too. Customer retention is a vital business practice, Coleman argues, yet companies often fail at proactive customer service. Coleman’s “Eight Phases of the Customer Experience” model – which he pairs with case studies and an implementation outline – shows how companies can deliver remarkable customer experiences and gain “raving fans.”
Take-Aways
About the Author
Former trial attorney and current business consultant and speaker, Joey Coleman is founder and Chief Experience Composer of Design Symphony, a customer experience branding firm.
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