Why The First 100 Days Are Key to Creating Lifelong Customers

Bite-Sized Delight From the Episode:

• Why The First 100 Days ® are key to creating lifelong customers
• How one company blended information, fun, and experience to create an unforgettable day on the ocean.
• Why being a great salesperson means being a good person.
• Why customer retention is one of the best investments you can make.

DISSECTING THE EXPERIENCE: Shark Tagging [01:02-15:22]

Dan’s mom was a little skeptical of Joey when she heard he went ax throwing, but now Joey has taken it to the next level: shark tagging. You catch a shark, bring it on to the boat to take measurements, take blood samples, install tracking and monitoring devices, and then let them swim away. Joey got to take part thanks to Austin Gallagher and his team at Beneath the Waves. We look at how Beneath the Waves blended information, fun, and experience to create a completely unforgettable day on the ocean.

Tweetable Quotes

Experience was blended with information and fun to create a day I’ll never forget. #CX Click To Tweet
Make sure you take time to educate your customers. #CX Click To Tweet
We could’ve learned about sharks through a presentation, but we’ll never forget this experience. #CX Click To Tweet

Takeaways

• Make sure you take time to educate your customers.
• Don’t just tell your customers that you’re committed and love your product or service, show them.
• Make interactions into an experience.

CX PRESS: Salespeople [15:24-22:55]

We stumbled across “Don’t Be a Good Salesperson, Be a Good Person,” from Sami Halabi and only later realized it was hosted on the Oracle Smarter CX website, our (fantastic) sponsors. This article looks at what separates good salespeople from the exceptional ones, and why personalization and creating an experience is key.

Tweetable Quotes

If you know something about the person you’re selling to you’re much more likely to make a connection. #CX Click To Tweet
When you create an experience people are going to like you more and be more loyal. #CX Click To Tweet
If the baton is dropped, the entire team is disqualified. #CX Click To Tweet
Good isn’t enough anymore, you need to exceptional. #CX Click To Tweet

Takeaways

• Good isn’t enough anymore, you need to exceptional.
• Making the switch from good to exceptional is simple but hard, but the ROI is incredible.
• Focus on gamechanger behaviors that make you stand out in a crowd.

WHAT ARE YOU READING: Never Lose a Customer Again [23:11-38:19]

Joey has been reading, and rereading, and rereading various of a new book called Never Lose a Customer Again: Turn Any Sale Into Lifelong Loyalty in 100 Days, by none other than… Joey Coleman! After almost 20 years of consulting and speaking about creating remarkable experiences, Joey is writing a book to condense his knowledge and help you do the follow-up to turn a new sale into a customer for life in The First 100 Days. Listen to the end for a secret offer just for listeners.

Tweetable Quotes

Most companies lose 20-70% of their new customers before they finsh The First 100 Days with them. #CX Click To Tweet
The First 100 Days is the most important time period in the entire customer relationship. #CX Click To Tweet
The onboarding experience is what makes or breaks the customer relationship. #CX Click To Tweet
Your number one competitor is stasis— doing nothing. #CX Click To Tweet

Takeaways

• The First 100 Days is the most important time period in the entire customer relationship.
• Your customer has the chance to go through 8 phases in the customer relationship, but most businesses only pay attention to 3 or 4.
• Customer experience and onboarding are vital to all companies, no matter how big or how small.
• The onboarding experience is what makes or breaks the customer relationship.

CHECK OUT THIS NUMBER: 25-100% [38:21-40:42]

According to research by Bain and Company and Earl Sasser of the Harvard Business School, just a 5% increase in customer retention can lead to an increase in profits of between 25 and 100%. It’s easier to keep the customers you already have than to spend time (and money) acquiring new ones.

Tweetable Quotes

It’s always less expensive to keep your current customers than it costs to acquire new ones. #CX Click To Tweet
A 5% increase in customer retention can increase in profits by 25-100% #CX Click To Tweet

Takeaways

• In the rush to create CX in the digital world, don’t forget about the 54% who like to be on the phone.

Be a Part of the Show!

We’d love to hear about your great customer experiences, which segments you like, and your ideas for future episodes!

Are You Looking for Things We Referenced?

• Don’t Be a Good Salesperson, Be a Good Person by Sami Halabi
• Beneath the Waves
• Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman

See you next week!