Episode Synopsis "Episode 51 - Why the First 100 Days of a Customer Relationship Is Critical (Joey Coleman)"

Imagine you make a large purchase after working with a salesperson. Maybe it’s a new car or windows for the house. The salesperson makes lots of promises that the “account manager” or customer service representative can’t keep. Sound familiar? It did to Joey Coleman, a customer experience expert and keynote speaker who learned that in virtually every industry, between 20% and 70% of new customers will leave a business in the first 100 days. That’s a lot of unkept promises. “Basically, companies are hemorrhaging,” he says. “They’re spending all this time, effort, and money acquiring new customers, but not spending a fraction of that time, effort, or money keeping those customers.” “Getting customers is important, but keeping customers is even more important,” he adds. Coleman took time out of his busy schedule to talk with me for Episode 51 of the Focus on Customer Service podcast. His passion and enthusiasm for the customer is contagious, which resulted in a lively discussion.

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More episodes of the podcast Focus on Customer Service Podcast

• Introducing: The Experience Maker
• Say Goodbye to Focus on Customer Service and Hello to Experience This!
• Episode 51 - Why the First 100 Days of a Customer Relationship Is Critical (Joey Coleman)
• Episode 50 - Dan Gingiss on his new book Winning at Social Customer Care
• Episode 49 - The Customer Was Front and Center at Social Media Marketing World
• Episode 48 - How Zappos Became Famous for Customer Service