265. Human Connection and Emotional Impact in EX and CX w/ Joey Coleman

The Customer Experience Podcast

The first 100 days are a make or break window that's critical to customer experience, and ultimately to customer lifetime value.


We're living in an era where humans are dying for connection. They're dying for proof that they're relevant. They're dying for proof that they are making a contribution and having an impact. Our latest guest Joey Coleman is a Wall Street Journal best selling author of two books: Never Lose an Employee Again and Never Lose a Customer Again. In this episode, we dissect this simple fact: how we make people feel can transcend our product or our service offerings.


Join us as we discuss:

• Why CX and EX are two sides of the same coin
• What the six communication tools are, and how they can create remarkable interactions in those crucial first 100 days and beyond
• How creating TOJ (tears of joy) can result in an emotional impact in customer and employee relations
• How to harness the potential of video messages

More information about Joey Coleman and today’s topics:

• LinkedIn Profile: https://www.linkedin.com/in/joeycoleman1
• Company Website: https://joeycoleman.com/
• Joey’s Books: Never Lose an Employee Again; Never Lose a Customer Again