20. Customer Retention with esteemed author Joey Coleman

ABOUT JOEY COLEMAN Joey Coleman is a recognized expert in customer experience design and 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 improves 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. When not speaking to audiences around the globe (both virtually and in-person), Joey enjoys spending quality time with his amazing wife and two young sons.    WHAT YOU WILL HEAR: [01:40] His career background [02:28] What influenced him to write the book “Never lose a customer again” [03:30] How human psychology applies to different career tracks [06:40] Values learned from parents that influenced his career [10:05] Success stories of implementing the principles of his book  [12:30] Most important aspect for tenants and customers  [15:30] Using technology and preferred mode of communication for the tenants  [18:00] Benefits of regularly communicating with clients  [20:00] Affirmation Phase of the customer or Buyer’s remorse  [24:30] Improvement on stages and process in Property management  [28:20] Using other people’s positive experience to grow your network  [34:24] Eight phases that customers go through  [38:28] About the book “Never lose a Customer again” [41:55] Advice to his 25-year-old self [42:53] First Entrepreneurial Endeavor [45:06] His formal and Informal training that shaped his journey [48:43] The opportunity that got away [51:10] Importance of acknowledging your accomplishments   KEY QUOTES: [2:57] In every job that you have, the way to succeed is to have a key understanding of the human condition. Why do humans do the things they do? And what can we do to convince or persuade them to do the things that we like them to do   [13:25] Often people confuse the finish line in the conversation with our customers. We anticipate the finish line is at one point when the reality is our customers see the finish line much later, and if we’re not paying attention to where they think the finish line is, you’re not going to have happy clients for the long-term.   [18:45] We have to look at what’s the most important to the audience that we’re serving, what’s most important to tenants and owners. A lot of times those little extra touches can go a long way towards making deposits to a bank account for when things go wrong.   [22:50] If we don’t address that in the relationship early on, that difference between our excitement that we got the deal, and the other side of the table which is fear, doubt, and uncertainty on how this relationship will work out. That gap only increases over time, so you have to do things to affirm the decision that they’ve made to work with us.   Summary of Business Design Symphony is a customer experience branding firm. We're a Creative Digital Agency focused on the development of Apps, Web Design, Interactive Installations, Print, & Creative Consulting / Direction. We tell stories, paint pictures, and create compelling environments to enrich a new generation of Interactive Design. Hello, we are Design Symphony, LLC.         ABOUT THE WESTSIDE INVESTORS NETWORK      The Westside Investors Network, is your community for investing knowledge for growth. For real estate professionals by real estate professionals. This show is focused on the next step in your career... investing, for those starting with nothing to multifamily syndication.      The Westside Investors Network strives to bring knowledge and education to the real estate professional that is seeking to gain more freedom in their life. The host's AJ and Chris Shepard, are committed to sharing the wealth of knowledge that they have gained throughout the years to allow others the opportunity to learn and grow in their investing.   They own Uptown Properties, a successful Property Management and Brokerage Company. If you are interested in Property Management in the Portland Metro or Bend Metro Areas please visit www.uptownpm.com. If you are interested in investing in multifamily syndication please visit www.uptownsyndication.com.        #humanexperience #entrepreneurs #thinkandgrowrich #neverloseacustomeragain #humanpsychology #investing #financialfreedom #wealth #success #motivation #entrepreneurship #investinginyou #entrepreneurlife #financialeducation #mindset #financialindependence #investingtips #goals #customersfirst #customerengagement #consumerinsights #customersatisfaction #customers #customercare #customerjourney #customersuccess #customerloyalty #customerretention #customerexperience #tenants #landlords #owners #clients #customerservice #customerappreciation #happycustomer #customerfeedback #customerreviews #business        You may contact Joey Coleman via:  Email: joey@joeycoleman.com LinkedIn: https://www.linkedin.com/in/joeycoleman1/   Website: https://joeycoleman.com/   Podcast: https://www.experiencethisshow.com/   Social Media:   ▪ Twitter: @thejoeycoleman   ▪ Facebook: @joey.coleman.18     CONNECT WITH US For more information about investing with AJ and Chris:  ·       Uptown Syndication | https://www.uptownsyndication.com/ ·       LinkedIn | https://www.linkedin.com/company/71673294/admin/   For information on Portland Property Management: ·       Uptown Properties | http://www.uptownpm.com ·       Youtube | @UptownProperties   Westside Investors Network ...