This post is part of the 📖 Never Lose a Customer Again series.
Today, I am reading Phase 1: Assess 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 1: Assess
Overview of the Assess Phase
In the Assess phase, the customer is deciding if they want to do business with you. They learn about your organization, and they share their expectations for the relationship. Most people refer to this as “sales and marketing.”
THE ASSESS PHASE: CAN YOU SOLVE MY PROBLEM?
The first phase your customer experiences is Assess.
This phase occurs before someone becomes a customer.
In this phase, the potential customer assesses whether your company will solve their problem or provide the product or service they desire.
How you make people feel about what it’s going to be like to do business with you is even more important than your actual product or service.
WHETHER LONG OR SHORT, THE ASSESS PHASE ALWAYS HAPPENS
How much time a prospect spends in the Assess stage varies greatly. It can be a long, medium, or short process depending on the customer, the company, and the product or service being offered.
That’s all for today. I will read the remaining sections from the PHASE 1: ASSESS chapter 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 9 of 16 in the 📖 Never Lose a Customer Again book series.