Never Lose A Customer Again summary
Book Summary & Synopsis
What's it about?
This book presents a practical framework for designing an extraordinary customer experience and turning new buyers into lifelong loyal advocates. It emphasizes that the first one hundred days after a sale often determine whether customers stay or leave, and that loyalty is built through thoughtful, emotionally reassuring experiences after the purchase.
Who is it for?
- Business leaders and teams who want to improve customer retention and reduce losses after the sale.
- Anyone interested in designing customer journeys, improving post-purchase experiences, and turning satisfied customers into natural advocates.
Meet the author
Joey Coleman is the author of Never Lose a Customer Again, a book focused on customer experience, retention, loyalty, and the critical moments that follow a sale.
From the Introduction & First Chapter
Introduction
Never Lose a Customer Again by Joey Coleman This book outlines a framework to design an extraordinary customer experience and turn new buyers into lifelong loyal advocates. What happens in the first 100 days after a sale often determines whether customers stay or leave. Customer experience begins after the purchase, and loyalty is built by how the experience makes people feel. Customers rarely leave because of the product itself, they leave because of how the experience makes them feel.
Most companies focus on acquisition, but the real value comes from what happens next. This book introduces a practical framework for designing those critical moments.
impeccable customer service and loyalty
Impeccable Customer Service and Loyalty Why do seemingly thriving businesses watch their best buyers slip away into the night? The sale is only the start of the relationship. Customers who feel respected and supported immediately after they pay are far more likely to stick around. Warm first contacts, prepared paperwork, and timely follow-ups reassure customers that they chose well.
Those early gestures turn nervous first-time buyers into repeat customers instead of lost opportunities.
Table of Contents
- 1 Introduction 0:51
- 2 impeccable customer service and loyalty 0:38
- 3 post purchase loss and after sales experiences 1:12
- 4 customer retention versus sales focus 1:12
- 5 defining and measuring customer experience 1:20
- 6 the three initial phases of the customer journey 0:54
- 7 turning satisfied customers into promoters 1:34
