The Customer Experience Podcast

265. Human Connection and Emotional Impact in EX and CX w/ Joey Coleman

Sep 12, 2023

Joey Coleman, bestselling author, discusses the importance of the first 100 days in customer experience (CX) and employee retention. He emphasizes the need for human connection and emotional impact, highlighting the power of creating remarkable interactions and tears of joy. The podcast also explores the significance of video messages, active listening, and personal connections in shaping perceptions and engagement. Check out Joey Coleman's books for more insights.

54:44

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Episode guests

Joey Coleman

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Quick takeaways

The first 100 days of a customer's experience and an employee's journey are crucial for retention and positive starts.

Improving customer experience (CX) naturally enhances employee experience (EX) and vice versa.

Creating moments of personal and emotional connection is necessary for business success and human well-being in a remote and digital world.

Deep dives

The Importance of Creating a Better Customer Experience

Creating and delivering a better experience for customers is crucial. Sales, marketing, and customer success experts share strategies to align teams, meet customer expectations, and achieve desired outcomes.

Introduction

2min

Humanizing the Digital Experience

10min

The Power of Emotional Connections

34min

Expressing Appreciation and Importance of Active Listening in Conversations

3min

Inspiration from Personal Connections and a Beloved Brand

3min

Availability and Formats of Joey Coleman's Books

3min

The first 100 days are a make or break window that's critical to customer experience, and ultimately to customer lifetime value.

We're living in an era where humans are dying for connection. They're dying for proof that they're relevant. They're dying for proof that they are making a contribution and having an impact. Our latest guest Joey Coleman is a Wall Street Journal best selling author of two books: Never Lose an Employee Again and Never Lose a Customer Again. In this episode, we dissect this simple fact: how we make people feel can transcend our product or our service offerings.

Join us as we discuss:

Why CX and EX are two sides of the same coin
What the six communication tools are, and how they can create remarkable interactions in those crucial first 100 days and beyond
How creating TOJ (tears of joy) can result in an emotional impact in customer and employee relations
How to harness the potential of video messages

More information about Joey Coleman and today’s topics:

LinkedIn Profile: https://www.linkedin.com/in/joeycoleman1
Company Website: https://joeycoleman.com/
Joey’s Books: Never Lose an Employee Again; Never Lose a Customer Again

Remember Everything You Learn from Podcasts

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The Customer Experience Podcast

265. Human Connection and Emotional Impact in EX and CX w/ Joey Coleman

Episode guests

Podcast summary created with Snipd AI

Quick takeaways

Deep dives

The Importance of Creating a Better Customer Experience

The First 100 Days: A Make or Break Window

Customer Experience and Employee Experience

The Power of Moments that Matter

The Practical Approach to Improving Experience

Remember Everything You Learn from Podcasts