Joey Coleman helps companies retain customers and employees using his 100-day methodology. He’s an award-winning speaker and best-selling author, with companies like Whirlpool and Zappos as clients. 

Joey talks about the importance of personalised customer experiences to foster loyalty and engagement. He highlights the connection between customer and employee experience, suggesting that both are essential for business success. Joey encourages businesses to focus on small, impactful gestures that make customers feel valued, ultimately enhancing both customer and employee satisfaction. He says that creating remarkable experiences doesn’t require large investments, just intentionality and focus on the human element, making it a rewarding endeavour for everyone. 

Takeaways 

• Regular communication and thoughtful gestures leave a lasting impression on customers.
• Reassure customers quickly after a purchase to reduce buyer’s remorse.
• Technology helps big brands create positive moments, but small businesses can too.
• Small, consistent acts of appreciation build emotional connections with customers.
• Acknowledge unique customer behaviours to strengthen relationships and build trust.
• Implementing customer experience improvements starts with focusing on small, actionable steps.
• Build internal alignment with a clear value-focused mission to ensure cohesive efforts.
• A business that truly cares creates lasting connections and advocates for its brand.

Follow Joey Coleman 
https://joeycoleman.com/

Joey Coleman's books
Never Lose a Customer Again https://amzn.to/4gMCktZ
Never Lose an Employee Again https://amzn.to/3VzFPeO

Books Joey recommends 
The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share by Dan Gingiss https://amzn.to/4g773BQ
Creating Superfans: How To Turn Your Customers Into Lifelong Advocates by Brittany Hodak https://amzn.to/3W0ifZd

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Onboarded for Managers: Helping managers bring new hires to the point where they are more effective faster.

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