Never Lose A Customer Again Book Summary - Never Lose A Customer Again Book explained in key points
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Never Lose A Customer Again summary

Joey Coleman

Turn Any Sale Into Lifelong Loyalty in 100 Days

4.5 (152 ratings)
17 mins

Brief summary

'Never Lose A Customer Again' by Joey Coleman is a business book that emphasizes the importance of customer experience and provides a step-by-step plan for creating long-lasting relationships with customers. It offers practical insights on how to keep customers engaged, satisfied and loyal.

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    Never Lose A Customer Again
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    Impeccable customer service can lead to undying loyalty from your clients.

    Imagine you’re going about your day, innocently enjoying a piece of hard candy, when you bite down and – uh-oh, something’s gone wrong. A surge of pain shoots through your jaw and you realize that one of your back molars has broken apart.

    This means one thing: a visit to a dentist. And, if you’re anything like the author, who associates dental work with nothing but pain and discomfort, you might not have a regular dentist to call in an emergency like this.

    Well, as you may have guessed, this is exactly the situation the author, Joey Coleman, once found himself in. But it had a silver lining. He had a remarkable and unexpected customer-service experience that turned him into a loyal client.

    It started from the first contact, when an impeccable receptionist recognized the emergency situation Coleman was experiencing and made him feel important by rearranging the dentist’s schedule. Right away, the author felt valued, even though he was a new patient whom the receptionist had never met before.

    As though that weren’t enough, she went the extra mile by quickly emailing him the link to a patient-information form that Coleman could quickly fill out online. Blessedly, that meant no time in the waiting room, with an ancient clipboard and an empty pen, trying to scribble down his personal details.

    Such customer service isn’t common. However, if you want to obtain and retain customers, you should emulate this dental office’s excellence.

    The amazing customer experience continued when the receptionist gave him a warm greeting when he arrived at the office, and went even further when he got back home after the treatment. Coleman was pleasantly surprised when he received a call; it was the receptionist, who asked him how he was doing now that the painkillers had worn off. The receptionist even gave Coleman the dentist’s personal phone number in case something went wrong.

    All of this thoughtfulness made Coleman feel like an important customer. He felt cared for, as though he were a cherished part of the office’s community. Such service can transform someone with a lifelong fear of dentists into a loyal customer – someone who not only keeps coming back for non-emergency check-ups and cleanings but also recommends the place to friends and colleagues.

    So, if a dentist can do it, there’s no reason you can’t attract and keep clients of your own. In the blinks that follow, we’ll take a closer look at some foolproof methods for doing just that.

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    What is Never Lose A Customer Again about?

    Never Lose A Customer Again (2018) is full of sage advice for businesses seeking to provide superior customer experience. Whether your business is big or small, global or local, author Joey Coleman has got some words of wisdom for you. In addition to explaining why customer experience is so important, he details the many ways it gets overlooked. As Coleman makes clear, understanding the desires, fears and emotions of your customers will allow you to retain them and benefit from their support – and that will pay off in the form of major dividends.

    Never Lose A Customer Again Review

    Never Lose A Customer Again by Joey Coleman (2017) is a valuable resource that provides insights on how to build long-lasting customer relationships. Here's why this book is worth reading:

    • The book offers practical strategies that businesses can implement to create exceptional customer experiences and foster customer loyalty.
    • By sharing real-life stories and examples, Coleman illustrates how small changes in customer interactions can make a big difference in retaining customers.
    • With its engaging and relatable approach, the book avoids being dull, making it an enjoyable read while learning valuable customer retention tactics.

    Best quote from Never Lose A Customer Again

    Twenty-one percent of cell-phone company customers break their contract within the first 100 days.

    —Joey Coleman
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    Who should read Never Lose A Customer Again?

    • Managers looking for ways to boost sales
    • Customer service representatives
    • Readers interested in learning new business insights

    About the Author

    Joey Coleman is the Chief Experience Composer at Design Symphony, a company focused on creating unique and memorable customer experiences. He’s had a broad range of clients, from NASA to Zappos, and his strategies have been employed by Fortune 500 companies as well as ambitious start-ups.

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    Never Lose A Customer Again FAQs 

    What is the main message of Never Lose A Customer Again?

    The main message of Never Lose A Customer Again is to build long-term customer relationships by providing exceptional experiences.

    How long does it take to read Never Lose A Customer Again?

    The reading time for Never Lose A Customer Again varies, but it typically takes several hours. The Blinkist summary can be read in just 15 minutes.

    Is Never Lose A Customer Again a good book? Is it worth reading?

    Never Lose A Customer Again is a must-read for anyone seeking to improve customer retention. It offers practical strategies and insights to create loyal customers.

    Who is the author of Never Lose A Customer Again?

    Joey Coleman is the author of Never Lose A Customer Again.

    What to read after Never Lose A Customer Again?

    If you're wondering what to read next after Never Lose A Customer Again, here are some recommendations we suggest:
    • The Customer Service Revolution by John R. DiJulius III
    • Customer WinBack by Jill Griffin and Michael W. Lowenstein
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    • Make Your Bed by William H. McRaven
    • Fanatical Prospecting by Jeb Blount
    • Thinking, Fast and Slow by Daniel Kahneman
    • The Law of Success by Napoleon Hill
    • Sales EQ by Jeb Blount
    • Power Questions by Andrew Sobel & Jerold Panas
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