Joey Coleman helps companies keep their customers and employees. As an award-winning speaker, he works with organizations around the world ranging from small startups to major brands such as Volkswagen Australia, Zappos, and Whirlpool. His First 100 Days® methodology fuels the remarkable experiences his clients deliver and dramatically improve their profits.
His Wall Street Journal #2 best selling book, Never Lose a Customer Again, offers strategies and tactics for turning one-time purchasers into lifelong customers and his upcoming book, Never Lose an Employee Again, details a framework companies around the world can use to reduce turnover and increase employee engagement. When not speaking to audiences around the globe (he’s spoken on all seven continents), Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his amazing wife and two young sons.
SHOW SUMMARY
In this episode of Selling From The Heart, Joey Coleman joins Larry Levine and Darrell Amy on the Selling From the Heart podcast to discuss the importance of building strong relationships with both customers and employees. He emphasizes the need to move from transactional to transformational relationships and shares insights from his research on the first 100 days of a customer's experience. Joey also highlights the connection between employee experience and customer experience, and offers practical strategies for improving both.
KEY TAKEAWAYS
Building personal and emotional connections with customers is essential for transforming transactional relationships into transformational ones.
The first 100 days of a customer's experience are crucial for establishing a strong foundation and reducing fear, doubt, and uncertainty.
Handoffs between salespeople and account managers can be improved by ensuring clear communication and maintaining emotional connection.
Employee experience is just as important as customer experience, and everyone in the organization plays a role in creating a positive work environment.
Salespeople have the opportunity to improve employee experience by elevating the status of their colleagues and recognizing their contributions.
QUOTES
"Selling from the heart is all about looking for the opportunities to not only identify, but develop and reinforce personal and emotional connection with the people we interact with." - Joey Coleman
"When a human makes a purchase, their brain floods with dopamine. But almost as quickly as that dopamine floods their brain, it starts to recede, replaced by feelings of fear and doubt and uncertainty." - Joey Coleman
"If the customer feels that the salesperson is still emotionally connected, is still involved, this can be something as simple as one of my favorite tools for handling this." - Joey Coleman
"Happier employees equals happier customers. If your customers hate interacting with you, chances are your employees are going to hate coming to work." - Joey Coleman
"We all play a role in employee experience. What's interesting is most of us have never thought about that." - Joey Coleman
Learn more about Joey Coleman: LinkedIn: https://www.linkedin.com/in/joeycoleman1/
Learn more about Darrell and Larry: Darrell's LinkedIn: https://www.linkedin.com/in/darrellamy/Larry's LinkedIn: https://www.linkedin.com/in/larrylevine1992/Website: https://www.sellingfromtheheart.net/
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