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Never Lose A Customer Again

Turn Any Sale Into Lifelong Loyalty in 100 Days

By Joey Coleman
12-minute read
Audio available
Never Lose A Customer Again: Turn Any Sale Into Lifelong Loyalty in 100 Days by Joey Coleman

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.

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

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

Turn Any Sale Into Lifelong Loyalty in 100 Days

By Joey Coleman
  • Read in 12 minutes
  • Audio & text available
  • Contains 7 key ideas
Never Lose A Customer Again: Turn Any Sale Into Lifelong Loyalty in 100 Days by Joey Coleman
Synopsis

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.

Key idea 1 of 7

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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