39. Part 2: Mastering Customer Retention with Joey Coleman

Mattering in Business: Ensure customers feel that they matter to your business. This begins from the moment they start interacting with you and continues throughout their journey.

Eight Phases of Customer Experience:

Assess Phase: Potential customers evaluate whether to do business with you. Provide a clear preview of the customer experience.

Admit Phase: The customer admits they have a need your business can fulfill. Celebrate their decision.

Affirm Phase: Counter buyer's remorse by affirming the customer's choice and maintaining proactive communication.

Activate Phase: Energize the relationship when delivering the product/service. Make the first interaction memorable.

Acclimate Phase: Support customers as they get accustomed to your way of doing business, ensuring constant communication and guidance.

Accomplish Phase: Celebrate customers achieving their goals with your product/service.

Adopt Phase: Customers become loyal. Regularly acknowledge their continued support and celebrate anniversaries or milestones.

Advocate Phase: Loyal customers become brand advocates, promoting your business positively.

Customer Communication: Over-communicate rather than under-communicate. Ensure customers always know the next steps and status of their projects.

Surprise and Delight: Add small, thoughtful touches that exceed customer expectations. For example, sending handwritten notes, including unexpected gifts or personalizing kickoff meetings.

Feedback and Testimonials: Use reviews honestly, including negative ones, to set realistic expectations and connect better with prospects.

Continuous Improvement: Regularly revisit and improve your customer experience strategies to keep enhancing their satisfaction.

Employee Engagement: A focus on customer experience will also increase employee engagement and satisfaction, leading to a more dedicated and motivated team.

Business Impact: Investing in customer experience can significantly increase customer retention, which in turn boosts profitability. By implementing these strategies, businesses can create remarkable experiences that turn customers into loyal advocates and drive long-term success.