Keeping Customers Versus Acquiring Customers And Why No One Is Talking About It

The Fail On Podcast with Rob Nunnery - Fail Your Way To An Inspired Life

Joey Coleman is an entrepreneur, an incredible speaker, and founder of Design Symphony and the creator of The First 100 Days Methodology. Joey transforms businesses by helping them turn customers into raving loyal fans in the first 100 days.

We’ll be discussing how the quality of your life is in direct proportion to the amount of uncertainty you’re willing to have in your life. Joey discusses how customer attention is the absolutely most overlooked aspect of business. He shares his mission of changing the way that businesses are structured with a much larger emphasis on retention rather than acquisition.

Key Points From This Episode:

• Hear Joey’s perspective on accepting friend requests and followers on social media is currently evolving.
• Understand why Joey is a firm believer in the message of improving customer experience.
• Find out more about the evolution of how Joey started out and what brought him along.
• Hear about Joey’s first pseudo entrepreneurial venture, starting a branding agency.
• Learn why support for an entrepreneur from his inner circle of family and friends is vital.
• Find out why it’s important for entrepreneurs to maintain a healthy balanced life.
• Understand how you have the choice to make a better life for yourself.
• Hear why you have to look at the level of risk and uncertainty you are willing to tolerate.
• Find out what have been some of Joey’s biggest mistakes and struggles he’s had to face.
• Learn how to analyze situations and know when it’s time to explore something else.
• Understand what it means to set and manage expectations.
• Hear who has had the most profound impact on Joey’s life.
• Joey shares with us more on The Methodology of the First 100 Days.
• Find out why it’s so important to nurture your existing customers.
• Understand some of the fundamental structural flaws in the typical corporate set up.
• How can small business owners or solo entrepreneurs implement Joey’s methodologies.
• Hear about the eight phases that a customer goes through.
• Understand how everything is an opportunity for personal connection.
• Learn how to start practicing your ideas in your day to day life.
• Find out why it’s important to give thanks in the market place.
• Hear why it’s the little things that really matter.
• Learn why you need to start focusing on what’s working rather than what’s not
• Understand why you need to see the lesson in the challenges.
• Joey tells us about exciting projects happening in the future.
• Find out a bit more about Joey’s upcoming book that will be available in 2018.
• And much more!

Tweetables:

“The last great differentiator is the experience that your customers have.” — @thejoeycoleman

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“I have, and am, and will be a student of the human condition for my entire life.” — @thejoeycoleman

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“The more uncertainty you’re willing to have in your life, the greater the quality of your life.” — @thejoeycoleman

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[0:23:57].1]

Links Mentioned in Today’s Episode:

Joey Coleman — http://joeycoleman.com/

Joey on Twitter — https://twitter.com/thejoeycoleman

Email Joey – [e-mail]

Social Media Marketing World – http://www.socialmediaexaminer.com/smmworld/

Michael Stelzner and Phil Mershon – http://www.socialmediaexaminer.com/

Philip McKernan – http://philipmckernan.com/

James Altucher – https://jamesaltucher.com

Tucker Max- http://bookinabox.com/

Jay Baer – http://www.jaybaer.com/

Sara Stibitz – https://sarastibitz.com

Ryan Holiday – https://ryanholiday.net/

Clay Hebert – http://clayhebert.com/

Transcript Below

Read Full Transcript

EPISODE 010

“JC: Imagine if this month, you did business with every customer you’ve ever done business with, how big would this month be?”

[INTRODUCTION]

[0:00:16.1] ANNOUNCER: Welcome to The Fail on Podcast where we explore the hardships and obstacles today’s industry leaders face on their journey to the top of their fields, through careful insight and thoughtful conversation. By embracing failure, we’ll show you how to build momentum without being consumed by the result.

Now please welcome your host, Rob Nunnery.

[INTRO]

[0:00:41.1] RN: Hello and welcome to the show that believes you are destined for more and that failing your way to an inspired life is the only way to get there. Today, we’re sitting down with Joey Coleman, he’s an entrepreneur, an incredible speaker and founder of Design Symphony and the creator of The First Hundred Days Methodology. Joey transforms businesses by helping them turn customers into raving loyal fans in the first 100 days.

We’ll be discussing how the quality of your life is in direct proportion to the amount of uncertainty you’re willing to have in your life. He discusses how customer attention is the absolutely most overlooked aspect of business and he shares his mission of changing the way that businesses are structured with a much larger emphases on retention rather than acquisition.

But first, if you’d like to stay up to date on all fail on podcast interviews and key takeaways from each guest, simply go to failon.com and sign up for our newsletter at the bottom of the page. That’s failon.com.

[INTERVIEW]

[0:01:49.0] RN: Hey there and welcome to the Fail on Podcast, I feel very fortunate for the opportunity to chat with today’s guest. Joey Coleman. Joey is the founder of Design Symphony, a customer experience branding firm that helps organizations create breath taking interactions for their customers. In short, Joey helps companies keep their customers and he does it through a methodology called The First Hundred Days which we’ll dig into in just a bit.

Joey, thanks for joining us today and welcome to the fail on podcast.

[0:02:14.7] JC: It is my pleasure Rob, I really appreciate you having me on the show.

[0:02:18.0] RN: It’s my pleasure. So, just for a little context, we’re sitting in Joey’s suite at the Grand Hyatt in San Diego because Joey’s in town for a key note at Social Media Marketing World correct?

[0:02:29.2] JC: Yes, so fantastic event put on by Michael Stelzner and Phil Mershon and just wrapped that up late last night with the final party that I think ended around two AM and it was a great event, about 4,000 people from 55 countries I think when it was all said and done or something like that. I mean, it was insane.

[0:02:49.0] RN: It’s crazy how big it’s got.

[0:02:50.0] JC: Incredible, yeah. Great group of people, very welcoming, especially for the newbie who is the keynote and yet has 67 followers on twitter, or at least at the time of the key note. They were very kind, one of the guys said, you were trending.

I was like wow, I feel like I’ve arrived so it was very nice, they were very gracious to let a complete novice into the ranks.

[0:03:12.7] RN: Yeah, that’s funny, I was going to mention that because we were talking about that before we got on the line is you typically, with your social media, you’re pretty protective and you really only have people that you’re connected with that you have actually met in person, that you’ve had a conversation with that you know.

[0:03:25.9] JC: Correct, yeah, that’s been my philosophy with Facebook and LinkedIn from day one. I only accepted friend request of people that I had actually met in person and where that was really great with LinkedIn, especially in the beginning. You thought sometimes people would go on LinkedIn and they’d say, I want to get connected to Bob, do you know Bob?

As I noticed, as the years went on, people would actually say in their message to me about getting an introduction, do you know him or is it something that you just accepted the request. I’m like, no, of course I know them. Why would I accept a request from somebody that I didn’t know?

I must admit, my thinking on that is evolving, I don’t know that I would categorize my original position as a fail but it’s certainly has evolved into getting ready here in the very short timeframe and by that I mean, within the next week to reevaluate what my criteria is for accepting a friend request on certainly LinkedIn, followers on twitter, absolutely and Instagram of which twitter and Instagram I’ve almost been entirely on for almost a whole week now.

[0:04:32.7] RN: Sure.

[0:04:32.8] JC: It will be interesting to see.

[0:04:35.1] RN: So, are you looking to grow your social media platform for promotion for future projects?

[0:04:40.6] JC: You know, I think the thing that I’ve realized is it’s certainly that’s an added benefit but that’s not the purpose for the drive. The purpose of the drive is, I’m a big believer in the message of we need to treat our customers better and I get the pleasure of traveling all over the world, doing keynotes, leading workshops, teaching people how to do a better job of retaining their customers and delivering remarkable experiences to them.

If I’m excited about standing on stage in front of an audience and sharing that message with people that I’ve never met before. Why wouldn’t I be excited about increasing the scope of that message by delivering it via social media?

I think that’s more the driving factor than any. I do not envision ever being the guy who is promoting stuff in tweets all the time and…

[0:05:33.9] RN: Getting sponsored.

[0:05:34.6] JC: Yeah. I mean, maybe because I’m open to whatever comes in the future but that is certainly not the intention. Right now, it’s all about how can I share this message and methodology more broadly with a hope of getting more people to change the way they run their businesses which is my end goal because I believe, if we improve the customer experience in your business, your competitors then have to improve to keep up with you.

And then an entire industry improves, well when your industry improves, people who do business with you that also do business in other industries start to expect that level of experience. All boats rise together and that’s really the life mission if you will as it relates to this message and getting it out to as many people as possible.

[0:06:24.4] RN: That’s cool. I definitely want to dig in to the First Hundred Days Methodology. Just to give the audience a little bit more context about you and your background, you have a really crazy diverse background.

[0:06:36.6] JC: Eclectic, one might say?

[0:06:38.8] RN: One might say, yes. You know, all the way from working with the CIA, the secret service, to being an attorney, to working corporate America, to teaching college classes, the list goes on.

[0:06:49.4] JC: It’s been a crazy ride.

[0:06:51.1] RN: Tell us about that evolution, how did it start and what brought you along?

[0:06:54.0] JC: Sure, if it makes sense, I’ll give you a little bit of a chronology and then we can dive in to the aspect that seems interesting. Growing up, I grew up in a family of politicians and lawyers and had this idea that I wanted to study government and international relations. That was my major in under grad. After under grad, I went immediately to law school which my father was a criminal defense lawyer.

I always knew I wanted to go law school, didn’t know I always wanted to practice law. But felt there were some real benefits to the education in that way of thinking. Went straight to law school in Washington DC while I was there, ended up working with the Secret Service, The White House and the CIA, incredible experiences. Got to work on some really fun and fascinating issues as a young man in my early 20’s.

Being exposed and in front of things that people would go a whole lifetime and never experience. I was absolutely incredible. After that, I graduated from law school and immediately went to work for basically a for profit think tank, consulting business where I worked in their sales and marketing division, convincing fortune 500 senior execs to join our membership.

After that, went back to Iowa where I grew up, practiced law with my dad for about five years doing criminal defense. Court room litigation work. Hometown where I grew up, yeah, a little town in Northwestern Iowa called Fort Dodge. But we traveled from there, our practice, we have clients all over the country and would kind of go where folks found themselves in predicaments with law enforcement. We’ll say that.

Then after that, moved to Massachusetts, spent a semester up there teaching, doing executive education courses while I was there. Got a job offer to come work at a promotional products company that moved me back to DC, worked there very briefly before leaving that business and going on to start my own marketing and branding business.

Where I focused predominantly on logo creation and websites and things like that. In doing that, I realized that businesses can differentiate on price and that’s a race to the bottom. They try to differentiate on quality and thanks to the total quality movement in the 80’s, everybody expects high quality, they try to differentiate on their online presence but now we live in a world where everybody expects 24/7, 365 access.

What else could you differentiate on? I realized, the last great differentiator is the experience that your customers have. It is difficult if not impossible for your competitors to mimic, it creates a deep emotional connection which I think in an increasingly digital world, that is something that human beings are craving more today than any point in human history.

It’s really fun to work on the experience side because it’s about, how can I make this customer feel something that is unexpected, that touches them deeply and if I really do my job right is so unique, is so remarkable that they want to tell all their friends about it. Whether that be in person or on social media or whatever methods of communication they might use.

It just kind of evolved and throughout this entire process. People often ask me, this is such a desperate career, how does one go from working in the White House to defending alleged criminals, to teaching...