Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. 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. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.
A WALL STREET JOURNAL BESTSELLER If keeping employees is a challenge for you, Never Lose an Employee Again offers a proven framework for increasing retention, engagement, and in the process, profits. Joey Coleman, one of the world's leading experts on employee experience, reveals practical strategies that will teach you exactly how to recruit top talent, bring them onboard successfully, and keep them engaged while they produce remarkable results for years to come. Finding and keeping quality employees is one of the greatest challenges facing businesses today. With more people quitting their jobs each month than ever before and employees demanding flexibility, freedom, and advancement, companies are struggling to build a foundation with new hires that leads to long-term commitment. To effectively combat the hiring crisis and remain competitive, business owners and managers must design an employee experience program that begins on day one. In Never Lose an Employee Again, Coleman offers a step-by-step playbook for creating a retention plan with long-term success. With more than fifty proven case studies from organizations on seven continents, Coleman details how you can forge a relationship with your people during each of the eight phases of the employee journey. For each phase, Coleman walks you through the six forms of communication integral to success (in-person, email, phone, mail, video, and even gifts) so you can better connect with your team. You’ll learn how to: • write job descriptions that attract the right candidates (and plenty of them); • counter the “hire’s remorse” that every employee feels (yet few businesses ever address); • welcome someone on their first day in a way that will leave them talking about it years later; • acclimate your people to get them up and running faster and more effectively; • re-engage your existing employees to turn them into raving fans; … and much more. Never Lose an Employee Again will reshape the way you think about recruiting, hiring, onboarding, and retaining quality team members–whether you are an owner looking to hire your first few employees, an organization hoping to redefine an industry, or an enterprise that needs to keep growing on a global scale.
This inspirational book from the creator of JoeyParkerMovement.com seeks to give today's youth a positive outlook on life and will included endorsements and contributions from big name celebrities
Everything I know about life, I learned from The Andy Griffith Show," says Joey Fann, author of The Way Back to Mayberry and founder of BarneyFife.com. Millions would agree. Many factors contribute to the continued worldwide success of the television classic that made a smalltown sheriff, his son Opie, Aunt Bea, and a comedic deputy famous. Fans know the most important element of this popularity is the program's emphasis on basic moral principles; almost every episode provides a lesson, a good example, or helpful word. Coinciding with the 50th anniversary of The Andy Griffith Show, this new edition of The Way Back to Mayberry draws out the subtle parables found in thirty favorite episodes, including "Opie's Charity," "Man in a Hurry," "Andy on Trial," "Barney and the Choir," "Deputy Otis," "The Jinx," "Sermon for Today," and "Christmas Story." Also includes 32 black & white photographs.
A WALL STREET JOURNAL BESTSELLER If keeping employees is a challenge for you, Never Lose an Employee Again offers a proven framework for increasing retention, engagement, and in the process, profits. Joey Coleman, one of the world's leading experts on employee experience, reveals practical strategies that will teach you exactly how to recruit top talent, bring them onboard successfully, and keep them engaged while they produce remarkable results for years to come. Finding and keeping quality employees is one of the greatest challenges facing businesses today. With more people quitting their jobs each month than ever before and employees demanding flexibility, freedom, and advancement, companies are struggling to build a foundation with new hires that leads to long-term commitment. To effectively combat the hiring crisis and remain competitive, business owners and managers must design an employee experience program that begins on day one. In Never Lose an Employee Again, Coleman offers a step-by-step playbook for creating a retention plan with long-term success. With more than fifty proven case studies from organizations on seven continents, Coleman details how you can forge a relationship with your people during each of the eight phases of the employee journey. For each phase, Coleman walks you through the six forms of communication integral to success (in-person, email, phone, mail, video, and even gifts) so you can better connect with your team. You’ll learn how to: • write job descriptions that attract the right candidates (and plenty of them); • counter the “hire’s remorse” that every employee feels (yet few businesses ever address); • welcome someone on their first day in a way that will leave them talking about it years later; • acclimate your people to get them up and running faster and more effectively; • re-engage your existing employees to turn them into raving fans; … and much more. Never Lose an Employee Again will reshape the way you think about recruiting, hiring, onboarding, and retaining quality team members–whether you are an owner looking to hire your first few employees, an organization hoping to redefine an industry, or an enterprise that needs to keep growing on a global scale.
Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. 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. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.
CONTRIBUTIONS TO THE SOCIOLOGY OF LANGUAGE brings to students, researchers and practitioners in all of the social and language-related sciences carefully selected book-length publications dealing with sociolinguistic theory, methods, findings and applications. It approaches the study of language in society in its broadest sense, as a truly international and interdisciplinary field in which various approaches, theoretical and empirical, supplement and complement each other. The series invites the attention of linguists, language teachers of all interests, sociologists, political scientists, anthropologists, historians etc. to the development of the sociology of language.
Covering over 661 square miles and listed as the fourth most populous county in the Tar Heel State, Cumberland County possesses a unique heritage, one marked by fascinating stories of military action dating from the American Revolution to the present, colorful local personalities, and participation in America's first political endeavors and the state's early government. The county's hard-working people, from the farmer to the merchant to the corporate executive, have helped to forge North Carolina's identity as a progressive New South leader. This volume of over 180 vintage photographs, drawings, maps, and portraits will take you on an enchanting visual journey into the past, showing the Cumberland County of yesteryear, from the metropolis of Fayetteville to the county's smaller communities, such as Linden, Godwin, and Wade, during the early part of the twentieth century. Cumberland County allows you to experience firsthand the early cityscapes around the growing county, the evolution of the dirt roads into busy highways, the different modes of transportation upon the rivers and railways, the early businesses and developing industries, both rural and urban, the religious and educational institutions that dotted the landscape, the county's longstanding military traditions at Fort Bragg and Pope Air Force Base, and most importantly, the people who made this county, from the famous to the everyday citizens.
Dive deep into the world of Netflix’s Outer Banks with this official guide to the hit show Uncover never-before-told stories in the only official insider fan guide to the hit Netflix series Outer Banks. Designed as a scrapbook pieced together by John B, JJ, Kiara, Pope, and Sarah, this deluxe, full-color collectable edition features a removable jacket and is packed with exclusive content including photos, secret pages from Big John’s journal, surfer profiles, insights on local legends, and much more. Pore over every detail of the Pogues’ wild summer for the ultimate immersive experience of life in the Outer Banks. Includes a bonus Episode Guide to the first two seasons!
CONTRIBUTIONS TO THE SOCIOLOGY OF LANGUAGE brings to students, researchers and practitioners in all of the social and language-related sciences carefully selected book-length publications dealing with sociolinguistic theory, methods, findings and applications. It approaches the study of language in society in its broadest sense, as a truly international and interdisciplinary field in which various approaches, theoretical and empirical, supplement and complement each other. The series invites the attention of linguists, language teachers of all interests, sociologists, political scientists, anthropologists, historians etc. to the development of the sociology of language.
This book captures stories from leaders from various business sectors. In a lighthearted way, through exploring five bad leadership characters, and at times in some heavyhearted ways, this book effectually draws upon history, Scripture, and personal experiences to provide insights into what to avoid or not do if you want to be a great leader. Most leaders have ample opportunities for training to learn and, with the addition of experience, to tell and guide them on what it means to be a good leader. Plenty of excellent books, articles, studies, and videos have been published on how to be a good, effective leader. But what about learning from our experiences of what NOT to do to be an effective, good leader? What if leaders were to consider and value the stories of what to avoid, what not to do, how not to be hated, and how not to destroy a team or organization? Readers of this book will realize they have likely experienced what is captured in its pages, either in part or whole. Take heart. You are not alone in what you have experienced, and rather than engage in a comparison game of whether you have experienced worse situations, this book focuses on learning opportunities from leadership principles and stories. Experience can be a great teacher, even when it is a negative experience. If nothing else, we understand what not to do. Or, when we observe or experience someone in leadership do something destructive, we say and commit to practice that “I will never do that when I lead.”
Everything I know about life, I learned from The Andy Griffith Show," says Joey Fann, author of The Way Back to Mayberry and founder of BarneyFife.com. Millions would agree. Many factors contribute to the continued worldwide success of the television classic that made a smalltown sheriff, his son Opie, Aunt Bea, and a comedic deputy famous. Fans know the most important element of this popularity is the program's emphasis on basic moral principles; almost every episode provides a lesson, a good example, or helpful word. Coinciding with the 50th anniversary of The Andy Griffith Show, this new edition of The Way Back to Mayberry draws out the subtle parables found in thirty favorite episodes, including "Opie's Charity," "Man in a Hurry," "Andy on Trial," "Barney and the Choir," "Deputy Otis," "The Jinx," "Sermon for Today," and "Christmas Story." Also includes 32 black & white photographs.
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