Coleman - Never lose a customer again: turn any sale into lifelong loyalty in 100 days

Joey Coleman reminds us that the true, lasting path to profitability is building customer relationships for lifeand in this book, he shows you exactly how to do it.

Dorie Clark, author of Stand Out and Entrepreneurial You; adjunct professor, Duke University Fuqua School of Business

Joeys work and expertise in the customer space are bleeding edge. Never Lose a Customer Again is a must-read for anyone growing a company, or wanting to grow in their role inside a company.

Cameron Herold, founder of COO Alliance; author of Double Double and Meetings Suck

Whether youre a solo entrepreneur or a Fortune 100 enterprise, this book is the ultimate road map for making your brand stand out. Its guaranteed to become a classicnot only in the genre of customer experience, but among business books in general. Implementing these revolutionary techniques is the best gift you can give your customers, your business, and yourself!

John Ruhlin, founder of Ruhlin Group; author of Giftology

The techniques outlined in this book are the absolute best way I know to keep your customers. Never Lose a Customer Again is directly applicable, funny to read, and filled with great examples. By learning how to better care for your customers you will dramatically improve your bottom line. Read this book!

UJ Ramdas, cofounder of Intelligent Change

If you believe as I do that customer experience is the last true brand differentiator, and youre wondering how you can differentiate your business in a sustainable, competitor-proof way, then you have picked up the perfect book. There is no one on Earth more passionate about the customer experience than Joey Coleman (trust me, Ive tried to match his passion!), and he translates that passion into an actionable guide to treating your customers right and taking your business to the next level. So many companies make the mistake of focusing all of their resources on acquiring new customers; instead, Joeys approach is to focus on keeping the customers you already have. And when you treat your customers and clients with the respect and consideration they deserve, they will pay you back with loyalty and a willingness to share their great experience with the world.

Dan Gingiss, senior director of global social media, McDonalds Corporation; author of Winning at Social Customer Care

Joeys step-by-step guide will show you how to wow your customers so that youll never lose one again.

Vanessa Van Edwards, author of Captivate

Never Lose a Customer Again provides a gold mine of ideas, examples, and ready-to-implement action steps designed to hook your customers early in the relationship and turn them into lifelong fans!

Nir Eyal, author of Hooked

I was in the audience at the conference where Joey first tried out his First 100 Days philosophy and watched it ripple through the crowd of seasoned entrepreneurs and business executives. He received a standing ovation. Since then, Joey has become an incredibly in-demand speaker and writer. Never Lose a Customer Again is the next step in that journey.

Ryan Holiday, Wall Street Journal bestselling author of The Obstacle Is the Way and Ego Is the Enemy

Never Lose a Customer Again is a roadmap for the most practical marketing strategy you can employ: creating an exceptional customer experience.

John Jantsch, author of Duct Tape Marketing and The Referral Engine

Joey is top of the field when it comes to customer experience design. I have called on his counsel through most of my career. When he showed me his model in this book, my jaw dropped because I realizedit usually takes years to develop world-class customer service. But this process can get a company there in weeks.

Robert Richman, former culture strategist at Zappos and author of The Culture Blueprint

Portfolio/Penguin

An imprint of Penguin Random House LLC

375 Hudson Street

New York, New York 10014

Copyright 2018 by C. Joseph Coleman III

Penguin supports copyright. Copyright fuels creativity, encourages diverse voices, promotes free speech, and creates a vibrant culture. Thank you for buying an authorized edition of this book and for complying with copyright laws by not reproducing, scanning, or distributing any part of it in any form without permission. You are supporting writers and allowing Penguin to continue to publish books for every reader.

Library of Congress Cataloging-in-Publication Data

Names: Coleman, Joey (C. Joseph), author.

Title: Never lose a customer again : turn any sale into lifelong loyalty in 100 days / Joey Coleman.

Description: New York : Portfolio/Penguin, [2017] | Includes bibliographical references.

Identifiers: LCCN 2017052226 | ISBN 9780735220034 (hardcover) | ISBN 9780735220041 (epub)

Subjects: LCSH: Customer relations. | Customer loyalty. | Marketing.

Classification: LCC HF5415.5 .C6144 2017 | DDC 658.8/12dc23

LC record available at https://lccn.loc.gov/2017052226

Joey Colemans use of Dropbox Marks does not indicate any endorsement by Dropbox of this box, nor is Joey Coleman affilicated with or sponsored by Dropbox.

The First 100 Days and Never Lose a Customer Again TM are trademarks of Design Symphony, LLC and used with permission.

While the author has made every effort to provide accurate telephone numbers, Internet addresses, and other contact information at the time of publication, neither the publisher nor the author assumes any responsibility for errors or for changes that occur after publication. Further, the publisher does not have any control over and does not assume any responsibility for author or third-party websites or their content.

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To Berit, with whom every day is a remarkable experience

(some 5,588 days and counting)