Joey Coleman

Losing customers is the biggest threat facing businesses today - and yet most companies don't even realize it. After making huge investments of time, money, and energy to acquire new customers, most companies see between 20-70% of those customer disappear in less than one hundred days. In an engaging and entertaining keynote, Joey Coleman will introduce you to The First 100 Days® methodology - a way of approaching your customer experience and customer service efforts that will turn new customers into lifelong fans. His presentation will feature research and case studies showing the importance of making a great impression and creating a remarkable experience in The First 100 Days of the customer lifecycle.

The shifting values, beliefs, and expectations of customers are bringing massive change to the forefront of every industry. This trend that was already well in motion has been exacerbated by the COVID-19 pandemic, technological advancements, and a society that is increasingly working from home. By focusing on the evolving expectations of prospects and customers, an organization can weather the change that is sweeping across the globe and even take advantage of these shifts in order to grow market share, increase customer engagement, and foster long-term loyalty. Joey Coleman will present an informative, inspirational, and interactive keynote designed to show you how the marketplace is being dramatically altered by the shifting expectations of all customers. Building on this analysis, Joey will teach you how to take advantage of this shift by creating remarkable interactions for your customers across the five growing categories of customer expectation: • Familiarity, Anticipation, Convenience, Experience, and Similarity • Designed to dramatically enhance the long-term viability and word-of-mouth reputation of your business, Joey will show you: • How customers will be the next great disruptor in your industry How inspiring examples of creative companies around the world can spark ideas and showcase best practices for your endeavors Why customers aren’t evaluating you against your traditional competitors - but rather new brands you’re not even tracking How to identify your customers’ desires and then build products, services, and systems to fulfill them • How to apply a five-step process for continuing to adapt to your customers’ new expectations going forward Audience members will leave Joey’s presentation with new insights about current customers' expectations and experiences, as well as innovative ideas for enhancing experiences going forward.

In this virtual presentation, Joey will address how the COVID-19 pandemic has impacted businesses around the world - with a specific focus on changes in the expectations and experiences of customers and employees alike. As the pandemic continues to shape the world, businesses face new challenges on a daily basis. Smart organizations recognize that the “old ways of doing business” don’t work anymore, and waiting for things to “get back to normal” isn’t a viable strategy. Instead, the best organizations are figuring out “what’s next” to acknowledge the new reality, adapt to a shifting landscape, and thrive in this new environment. Customized specifically to your audience, Joey’s presentation can have a customer focus, an employee focus, or a blended approach that accounts for both customer and employee considerations. Potential topics of discussion include: • How changes in behavior and buying habits have permanently redefined expectations and interactions • How Maslow’s hierarchy of needs can offer a roadmap for understanding shifting desires • How to identify new customer needs and habits to better position your organization for future success • How the best companies are retaining customers and growing market share in this uncertain economy • How to best position your organization for what’s next in the months and years to come • Open Q&A session to troubleshoot specific challenges attendees are facing, along with guidance for how to address these challenges right now Joey will work with you in advance of your event to shape the ideal blend of content, context, and confidence necessary to give your team the answers they need when trying to determine “what’s next?!” Always entertaining and action-oriented, Joey’s time with your team is orchestrated to share examples of what’s working right now and spark ideas for how to apply these learnings to evolve both operations and offerings to make the most of this new environment. Filled with inspirational case studies and real-world solutions, this virtual presentation is designed for team meetings, sales and marketing trainings, customer support team ongoing education, and business leadership team strategy sessions."