In this episode, Dwayne delves deep into customer retention with guest Joey Coleman. Together, they explore Coleman's 'eight phases' of the customer journey, emphasizing the importance of intentional experiences from the assess phase to the advocate phase. They discuss real-world examples and the importance of small gestures in customer relationships. The conversation highlights the significance of affirming customer decisions, creating remarkable first interactions, and continually nurturing long-term clients to foster loyalty and advocacy. This episode is a compelling guide for any entrepreneur looking to enhance their customer experience and retention strategy. https://joeycoleman.com/ The Speaker, Teacher, and Advisor For almost twenty years, Joey has helped organizations retain their best customers and employees - turning them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. He has a long history of energizing and motivating audiences to enhance their customers’ experiences and employees' experiences. He is an award-winning speaker (yes – they do have speaking contests) at both national and international conferences – competing against New York Times bestselling authors, business leaders, and internet sensations/celebrities. He is the author of the #2 Wall Street Journal bestseller, Never Lose a Customer Again and the recently released Never Lose an Employee Again. Time Stamps: 00:00 Introduction to the Business of Doing Business 01:42 The Eight Phases of the Customer Journey 03:09 Addressing Buyer's Remorse 04:05 Activating and Acclimating New Customers 05:30 Achieving Customer Goals and Building Loyalty 07:04 Revolutionizing Customer Experience 13:56 The Power of Transparency and Reviews 28:49 Valet Service and Customer Care 29:19 The Power of Personal Touch in Restaurants 30:53 Creating Remarkable First Impressions 32:49 The Importance of Personalization 36:20 Serving the Next Circle 40:04 The Acclimate Phase: Holding the Customer's Hand 44:18 The Adopt Phase: Rewarding Loyalty 46:42 The Power of a Handwritten Note 50:23 Closing Thoughts and Final Advice Key Takeaways: Mattering in Business: Ensure customers feel that they matter to your business. This begins from the moment they start interacting with you and continues throughout their journey.Eight Phases of Customer Experience:Assess Phase: Potential customers evaluate whether to do business with you. Provide a clear preview of the customer experience.Admit Phase: The customer admits they have a need your business can fulfill. Celebrate their decision.Affirm Phase: Counter buyer's remorse by affirming the customer's choice and maintaining proactive communication.Activate Phase: Energize the relationship when delivering the product/service. Make the first interaction memorable.Acclimate Phase: Support customers as they get accustomed to your way of doing business, ensuring constant communication and guidance.Accomplish Phase: Celebrate customers achieving their goals with your product/service.Adopt Phase: Customers become loyal. Regularly acknowledge their continued support and celebrate anniversaries or milestones. Advocate Phase: Loyal customers become brand advocates, promoting your business positively.Customer Communication: Over-communicate rather than under-communicate. Ensure customers always know the next steps and status of their projects.Surprise and Delight: Add...