Never Lose a Customer Again

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.”