Joey Coleman - Retention Cultue
Customer and Employee Retention
Joey Coleman discusses the importance of employee and customer experiences, emphasizing that treating employees well leads to better customer service.
Highlights
🌟 Be the Best Version: Strive to be a leader in life and work; everyone else is taken.
📚 Connection of Books: “Never Lose a Customer Again” and “Never Lose an Employee Again” emphasize the link between customer and employee experience.
🤝 Employee Experience: Happy employees lead to happy customers, creating a positive cycle.
💡 Onboarding vs. Orientation: Distinction is crucial; onboarding fosters long-term engagement beyond mere training.
📈 Loyalty Programs: Effective loyalty programs are essential; employees must understand them to deliver value.
💬 Human Connection: Building personal relationships with employees and customers fosters loyalty and repeat business.
🎉 Celebrating Employees: Recognizing and valuing employees can enhance retention and improve overall business culture.
Key Insights
🔄 Employee-Customer Connection: Happy employees provide better service, resulting in satisfied customers. Investing in employee experience is vital for retention.
🛠️ Cultural Investment: Organizations should prioritize employee engagement and culture over merely controlling labor costs to enhance service quality.
⏰ 100-Day Rule: The first 100 days are critical for employee retention; a strong onboarding program can significantly impact long-term loyalty.
📊 Data-Driven Decisions: Understanding the financial benefits of retaining customers versus acquiring new ones can shift focus to improved service.
🌍 Empathy in Leadership: Recognizing the challenges employees face fosters a supportive environment, enhancing morale and performance.
📈 Market Share Strategy: Investing in additional staff can lead to better customer experiences and increased market share during competitive periods.
🏆 Long-Term Relationships: Building connections based on respect and care leads to enduring loyalty from both customers and employees.