『This Company Sends Dog Treats to Customers' Pets (Sales Exploded) with Joey Coleman | Horizons Pod』のカバーアート

This Company Sends Dog Treats to Customers' Pets (Sales Exploded) with Joey Coleman | Horizons Pod

This Company Sends Dog Treats to Customers' Pets (Sales Exploded) with Joey Coleman | Horizons Pod

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 Listen now on YouTube, Spotify, and Apple.—Joey Coleman is a Wall Street Journal bestselling author and customer experience expert who has helped organizations like Hyatt Hotels, NASA and Zappos transform how they retain customers and employees through his First 100 Days methodology.Here’s some of my takeaways from this week’s episode…1/ 🎁 The Gift Economy > The Sale EconomyInvest 2-10% of net profits into customer gifting. While marketing to cold audiences converts at ~20%, marketing to existing customers converts at 60-70%. Focus your dollars where the ROI is highest: delighting current customers.2/ 🎯 Personalization > Standardization Don't give everyone the same calendar. Learn customer preferences through simple questions (sweet/savory, hot/cold drinks, pets) and use that intel for truly personalized gifts. Even digital companies should leverage physical touchpoints.3/ 💬 Words Matter > Words WhateverLanguage shapes relationships. Replace "acquisition" with "assess," "contracts" with "letters of agreement." Your vocabulary influences how customers perceive their relationship with you.4/ 🔄 Systems > SpontaneityCreate processes to capture customer insights (CRM) and employee preferences (ERM). Schedule regular SOP reviews. The worst time to figure out crisis response is during a crisis.5/ 🤝 H2H > B2BThere's no such thing as B2B - only Human-to-Human. Businesses don't buy things, humans do. Build relationships across multiple touchpoints in client organizations, not just the decision maker.6/ 🎬 Video Personalization at ScaleFilm personalized welcome videos for top 500 common names + 500 uncommon names. Create a video library over time. Small gestures of human connection differentiate you from competitors.7/ 🌊 Prevent Problems > Fix ProblemsAddress potential issues before they arise (like scope creep). Use memorable analogies like "Blue Kool-Aid moments" to set expectations when everyone's happy, not when tensions are high.8/ 🔎 Curiosity > Criticism When things go wrong, ask "How could I have prevented this?" before blaming others. Get curious about root causes before getting critical about outcomes.—Where to find Joey Coleman:* Never Lose a Customer Again: https://joeycoleman.com/books/never-lose-a-customer-again/* Never Lose an Employee Again: https://joeycoleman.com/books/never-lose-an-employee-again/* LinkedIn: https://www.linkedin.com/in/joeycoleman1/* X: https://x.com/thejoeycoleman—In this episode, we cover:00:00 Introduction and Background 05:36 The ROI of Customer Gifting 10:29 Scaling Personal Engagement 14:08 Employee Relationship Management 20:07 Joey's Journey from CIA to Customer Experience 23:55 Career Transitions and Taking Risks 30:15 Personalized Video Marketing at Scale 34:00 Digital Companies and Physical Gifting 38:30 The Eight Phases of Customer Experience 42:14 Managing Customer Expectations 47:10 Business Language and Communication 51:53 Proactive Problem Solving 57:46 Creative Gifting Strategies 1:14:51 Standard Operating Procedures and Growth—Obligatory disclaimer: I've worked at YouTube and Google for about a decade in various marketing teams. Nothing I say in my personal spaces is necessarily endorsed by them. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit horizonspod.substack.com
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