Key Takeaways:

[0:49] Introducing Joey Coleman

[5:52] Joey shares two customer experience stories

[15:15] The difference between customer experience and customer service

[17:02] Joey explains the cost of losing a customer and the benefits of keeping one

[21:59] Why Joey believes the first 100 days are crucial for customer retention

[30:28] Joey shares a story of the $35,000 golf ball

[37:12] Joey’s philosophy on writing a thank you note

[39:44] Joey’s advice on getting a new customer

[42:38] Why does memorializing an experience with an artifact matter?

[49:39] Joey explains why it’s crucial to design things that is FOR the customer

[51:50] How to you ask for referrals at the right time