We sit down with leaders in customer & employee experience to tease out new mindsets, core principles and best practices. Built specifically for leaders in sports & entertainment.

Chief Experience Composer and Best-Selling Author Joey Coleman joins David to talk about how to “Never Lose a Customer Again.”  In this episode, Joey breaks down the 8 phases of the customer and employee experience from his book: Assess, Admit, Affirm, Activate, Acclimate, Accomplish, Adopt and Advocate.  Organizations often focus on a couple, but paying attention to all eight sequentially leads to retention, additional sales and referrals.

Show Notes

4:01    Get Straight As from Your Customers – the 8 Phases

11:50   Applying the 8 Phases to Different Customer Journeys

14:23   Fostering the Experience for the First Time Customer

18:41   Use Your CRM Tools to Tailor Your Communication

22:53   Investigate, Observe and Ask 

27:30   Peel Back the Curtain and Share Survey Data

33:11   Ignite Relationships with Current Customers

38:23   Get Straight As from Your Employees

48:32   Joey’s Savannah Bananas Experience


For more insights from Joey, check out:

Never Lose a Customer Again

Listen to Joey’s podcast with fellow FTS guest Dan Gingiss – Experience This!

Connect with Joey on LinkedIn | Twitter 

Bonus: Notre Dame and National Signing Day 2021

Learn more about the Savannah Bananas’ experience from owner Jesse Cole:

Ep. 14 – Fans First 

Ep. 44 – A Culture of Experimentation and Innovation 


customer experience, employee experience, fan engagement, fan experience, Jesse Cole, Notre Dame, Savannah Bananas, sports biz, sports business, sports marketing

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