The “Focus on Customer Service” podcast features interviews of brands which are offering amazing customer service via social media. It is hosted by customer experience speaker and coach, Dan Gingiss. Lots of people are talking about content and marketing on social media, but this podcast will focus on the other side of social that many brands overlook – customer service. At first only the channel of last resort – when other service channels failed – social media is quickly becoming the channel of first resort for many customers, requiring companies to be as prepared on social as they are in the call center, on e-mail, or click-to-chat. The goals for this podcast are to: • Learn from other brands that we think are doing social care well • Share learnings with you • Increase the overall competency of the industry in the social care space And here’s the twist: YOU pick the guests. Brands must be nominated to appear on the show by one of their own customers, via our hashtag #FOCS, which stands for Focus on Customer Service.
https://www.dangingiss.com
Episode 51 - Why the First 100 Days of a Customer Relationship Is Critical (Joey Coleman)
Imagine you make a large purchase after working with a salesperson. Maybe it’s a new car or windows for the house. The salesperson makes lots of promises that the “account manager” or customer service representative can’t keep. Sound familiar? It did to Joey Coleman, a customer experience expert and keynote speaker who learned that in virtually every industry, between 20% and 70% of new customers will leave a business in the first 100 days. That’s a lot of unkept promises. “Basically, companies are hemorrhaging,” he says. “They’re spending all this time, effort, and money acquiring new customers, but not spending a fraction of that time, effort, or money keeping those customers.” “Getting customers is important, but keeping customers is even more important,” he adds. Coleman took time out of his busy schedule to talk with me for Episode 51 of the Focus on Customer Service podcast. His passion and enthusiasm for the customer is contagious, which resulted in a lively discussion.