Never Lose a Customer Again with Joey Coleman | Jake & Gino Show

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5 • 831 Ratings

🗓️ 3 August 2023

⏱️ 40 minutes

🔗️ Recording | iTunes | RSS

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Summary

In this insightful discussion with Gino, renowned customer experience expert Joey Coleman shares some enlightening thoughts on employee retention, engagement, and the future of work. Joey reveals how leaders can improve engagement by defining employees' roles in the future and creating a future org chart. He also emphasizes the importance of consistent one-on-one meetings with employees and the consequences of canceling these meetings. Joey addresses common misconceptions about millennials in the workforce and why blaming them for issues in the workplace is unjustified. He presents data-backed facts to debunk common myths about millennials and provides a fresh perspective on employee loyalty. Watch the full video to hear Joey's advice on leadership, his thoughts on how employers have contributed to current issues in the workplace, and his insightful recommendations on improving both employee and customer experiences. Don't forget to get his books "Never Lose a Customer Again" and "Never Lose an Employee Again" for more in-depth insights. Visit our website and Joey's (joeycoleman.com) for more resources on customer and employee experiences. Chapters: 00:00 - Intro 01:27 - Why Did You Write The Book? 04:16 - An Exemplary Company 10:02 - Joey Coleman and the 8 phases to the Employee Journey 16:29 - The Affirm Phase, A Case Study 23:07 - When Should A Company Implement the Employee Journey? 30:39 - Where Does Joey Coleman See Leaders Failing? 34:07 - Have the Times Made Worker Mentalities Change? 38:27 - Where Can You Learn More About Joey Coleman or Reach Out to Him? We're here to help create multifamily entrepreneurs... Here's how: Brand New? Start Here: https://jakeandgino.mykajabi.com/free-wheelbarrowprofits Want To Get Into Multifamily Real Estate Or Scale Your Current Portfolio Faster? Apply to join our PREMIER MULTIFAMILY INVESTING COMMUNITY & MENTORSHIP PROGRAM. (*Note: Our community is not for beginner investors) 👉https://jakeandgino.com/apply About Jake & Gino Jake & Gino are multifamily investors, operators, and mentors who have created a vertically integrated real estate company. They control over $250M in assets under management. They have created the Jake & Gino Premier Multifamily Community to teach others a simple three-step framework for investing in multifamily real estate. Connect with Jake & Gino on the social media platform you are most active on: https://jakeandgino.com/link-tree/ #JoeyColeman #employeeengagement #employeeengagementtips #futureofwork #leadership #employeeretention #millennials #customerexperience #customerjourney #businessadvice

Transcript

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0:00.0	Hello and welcome to the Jake Ingeno Show.
0:11.2	My name is Gino Barbara, one of the co-founders of Jake and Gino, and our guest today is Joey Coleman.
0:16.9	An award-winning speaker and bestselling author, he shares his first 100 days methodology for improving customer and employee retention with organizations around the world like Volkswagen, Australia, and Zappos.
0:30.4	In Joey's upcoming book, Never Lose an Employee Again, he details a framework that you can utilize to reduce turnover and increase employee engagement.
0:38.6	Welcome to the show, Mr. Joey C.
0:40.9	Gino, it is a pleasure to be here. I love getting to hang out with you. I got to say,
0:45.7	I'm missing Jake a little bit, but today it'll just be the Joey and Gino show instead of
0:50.2	the Jake and G. So I'm going to do my best to channel my inner Jake, show up with enthusiasm
0:54.9	and thoughtfulness the way he does and look forward to a great conversation. Thanks for having
0:59.7	me. You are a three-timer on the show. I just want to let you know that. We've had you on two
1:03.1	times before. And for everybody out there, I'm going to hold up the book on YouTube, run to Amazon,
1:08.5	throw it in your cart. Never Lose a customer again. This actually
1:13.0	revolutionized our business. Joey came down and did an event with us a few years ago, and we
1:17.0	had a mess. We had customers coming on. We didn't know what phase they were in. We're going to
1:22.0	retain them. And the book really laid it out. And the work was amazing. We're going to talk
1:26.5	about his second book today.
1:32.3	But Joey, let's give the people a background of why did you write the book?
1:33.5	How did you get into this?
1:36.3	Because this 10 years ago was not even around like storytelling.
1:37.6	It was just a new phase. What made you get into this subject?
1:39.6	Yeah.
1:39.8	So I ran an ad agency for about 15 years. And while I was running the ad agency, one of our jobs was to drive new business for our clients, right? Get them clicks, get them foot traffic, get them people to come, become prospects and join the business and become customers. And we were really good at that. But what drove me insane is I would go back to those clients three months later, six months later.
	...

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