This post is part of the 📖 Never Lose a Customer Again series.
Today, I am reading The Eight Phases of the Customer Experience 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
Yesterday, I finished reading You Only Have 100 Days (If That Long) to Get It Right section from the book Never Lose a Customer Again
The Eight Phases of the Customer Experience
The eight-phase model takes customers from the first interaction to the point where they are raving fans.
PHASE 1: ASSESS
PHASE 2: ADMIT
PHASE 3: AFFIRM
PHASE 4: ACTIVATE
PHASE 5: AFFIRM
PHASE 6: ACCOMPLISH
PHASE 7: ADOPT
PHASE 8: ADVOCATE
YES, ALL EIGHT PHASES APPLY TO YOU
All eight of these phases are the same for every business. They show up in the same order, regardless of the type of customer you serve, the industry you operate within, or your product or service offerings.
THE SIX WAYS TO COMMUNICATE IN EACH PHASE
When interacting with your customers, there are six critical mediums of communication that, when used together, create a comprehensive and remarkable experience: in-person, email, mail, phone, video, and presents.
We will go through each customer experience phase one by one in the coming days.
That’s all for today. I will read PHASE 1: ASSESS tomorrow.
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 8 of 16 in the 📖 Never Lose a Customer Again book series.