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In the first episode of The Kind Boss Podcast, founder of Outsourcing Angel, Linh Podetti, speaks to client relations specialist, Joey Coleman. Author of the best-selling book, Never Lose A Customer Again, Joey knows the best relationship marketing strategies you need to develop and the most effective client retention program you need to be developing to ensure customer loyalty and retention.

His customer retention strategies will teach you how to give a musical experience that creates the most loyal customers. So, if you have client retention problems, then this is the episode for you!

Valuable tips you’ll get from this podcast interview include:

  • Why building customer relationships is so important
  • How to create loyal customers
  • How to become an amazing customer retention specialist
  • Client retention strategies

Watch this video and start building customer relationships that never ends.

The Eight Phases

In Joey Coleman’s book, he explains the customer experience in the following eight phases:

Phase 1: Marketing and Sales

The first phase is the assess phase or the marketing and sales phase, this is when a prospect is considering whether they want to work with you, and you show them a preview of the experience of what it’s like working with you as a customer.

Phase 2: Admit

The second phase is the admit phase, or the prospect admit they have a problem or a need that they believe you can help them with and transition from being a prospect to being a customer.

Phase 3: Affirm/Buyer’s Remorse

Almost immediately afterwards, they go to the third phase, the affirm stage, or can be called the buyer’s remorse, where the customer second guesses the product/services they’ve just availed.

Phase 4: Activate

Which leads to the fourth phase, called the activate stage, where you’ll energize and affirm that doing business with you is unlike any other experiences they’ve ever had, this is the opportunity to wow them.

Phase 5: Acclimate

Then comes phase five, the acclimate stage, where you need to hold the hand of your customer as they get used to doing business with you, and you show them how you get your business done.

Phase 6: Accomplished

Then to phase six, the accomplished stage, this is when the customer accomplishes the goal they had when they originally decided to do business with you, and you make sure you remind them that they’ve crossed that finish line with you and celebrate it with them.

Phase 7: Adopt

Then comes phase seven, the adopt phase, this is when the customer becomes loyal to us no matter what, and if, and only if we got them through these seven phases,

Phase 8: Advocate

You’ll have the privilege to take them to the eighth and final phase, the advocate phase, where they become raving loyal fans and advocate your business for you.

When having new prospects or customers, be mindful not to over deliver content and smother them with too much pdfs, videos, tools, etc. Map out and look at everything you’re doing and if it makes you uncomfortable because it’s too much, then multiply that by 10 to them. You’d want to communicate regularly, and get them value and tools, but also make sure not to overwhelm them and drown them.

Other valuable conversations you’ll catch from this episode:

  • Relationship marketing strategies that work
  • How to build a client retention program
  • How to create loyal customers
  • How to keep your customers happy with your products and services
  • Building awesome customer relationships
  • How to become an amazing client relations specialist
  • Customer loyalty and retention strategies

This is a conversation you DON’T want to miss. Get ready to never lose a customer again!

About Joey Coleman

Joey Coleman. When organisations like Whirlpool, NASA, Deloitte, the World Bank, and Zappos need to boost their customers’ experience, they call on Joey Coleman for assistance.

For over a decade, Joey has helped organizations retain their best customers and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. His First 100 Days® methodology helps fuel the successful customer experiences his clients deliver around the world. In his Wall Street Journal #2 best selling book, Never Lose a Customer Again, Joey shares strategies and tactics for turning one-time purchasers into lifelong customers – while dramatically increasing profits along the way.

As a recognized expert in customer experience design and an award-winning speaker at national and international conferences, Joey specializes in creating unique, attention-grabbing customer experiences. He works with companies ranging from small VC-funded start-ups, to large Fortune 500s, with hundreds of mid-size businesses in between.

Joey developed his narrative skills as a criminal defense trial attorney, advised and counseled Fortune 500 companies as a business consultant, honed his communications and messaging skills at the White House, and did things for the U.S. Secret Service and the CIA that he can’t talk about publicly.

His design and artwork has been displayed in museums, featured in juried shows, and graced publications in the U.S. and abroad. When not traveling the world (48 countries and counting) for keynote presentations, client workshops, and quality beach time, Joey enjoys watching magnificent sunsets from his mountain-top home in Colorado with his wife and two young sons.

Learn more about Joey here:
Joey’s book: Never Lose A Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days

Charlotte Ramos

Charlotte is a Copywriting Virtual Assistant with over 10 years of experience in marketing content creation, search engine-optimised blog articles and website copy. She's one of our most valuable Angels with vast knowledge of the digital marketing landscape and business systemisation.