A few weeks ago at a Gravitas Impact Premium Coaches' Summit I had the opportunity to hear Joey Coleman, author of Never Lose A Customer Again, talk about
the critical first 100 days in your customer's experience with your business. The premise of Joey's book is that you have an opportunity early in your relationship with a customer to develop it into one that will last long after their first purchase.
We tend to invest a lot of energy, time, and dollars into the sales process, and that's great. New customer relationships fuel the business and help it to grow. But those resources are wasted if customers only come in the front door to go right out the back. Customer churn wastes your investment in sales - it increases your cost of doing business AND it erodes your reputation in the market.
Here's Joey Coleman, talking about your customer's journey
What are you doing to manage those first 100 days, to make the experience such that you earn the customer's trust and create the kind of loyalty that keeps them with you over the long haul?
We tend to invest a lot of energy, time, and dollars into the sales process, and that's great. New customer relationships fuel the business and help it to grow. But those resources are wasted if customers only come in the front door to go right out the back. Customer churn wastes your investment in sales - it increases your cost of doing business AND it erodes your reputation in the market.
Here's Joey Coleman, talking about your customer's journey
What are you doing to manage those first 100 days, to make the experience such that you earn the customer's trust and create the kind of loyalty that keeps them with you over the long haul?
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