This post is part of the 📖 Never Lose a Customer Again series.
Today, I am reading Phase 6: Accomplish chapter from the book Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days written by Author, Joey Coleman.
Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding.
In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase
Phase 6: Accomplish
Overview of the Accomplish Phase
The customer experience’s Accomplish phase occurs when the customer achieves the result they were seeking when they first decided to do business with you.
Unfortunately, many customers never reach this phase, and even fewer companies pay attention to this important milestone.
Know the customer’s primary goal and then celebrate with them when they achieve that milestone. You should strive to invest at least 5 per cent of a project’s profits back into experience enhancements for your customer.
Defy customers’ preconceived expectations. Create contrast in experience. Online customers expect that every interaction will be online. Consider adding offline interactions to bring your company and experience into the tangible world.
The mere fact that your customer achieved their desired goal or result is worthy of noting and celebrating. Not only does it show you were paying attention all along, but it lets you share in the achievement.
Buy or not buy?
This book Never Lose a Customer Again is an excellent read. Do not hesitate to pick this. Pick the physical book, so you take notes and highlight the bits you want to reference later.
Listen, I don’t care whether you buy the book using one of the links on the page or not but just buy. You will be glad for my recommendation.
Do you know you can listen to this book on Amazon Audible for FREE?
If you are not into reading like me, then you can listen to this book for FREE on Amazon AudibleDon't Read. Just 🎧
Part 16 of 16 in the 📖 Never Lose a Customer Again book series.