Impact Intensive/Impact Intensive Masterclass | Boost Retention
2
| Impact Intensive • Results & Retention • Money & Freedom
Boost
N O I T N E T E R
Black Belt
Boost
RETENTION
1
Build an onramp
24
2
Create an ecosystem
3
Project a future
4
Mitigate the lows
25
5
Flip the cancellation
Notes
26
27
The Customer Experience Planner — #1 Activation The ACTIVATION stage of the customer lifecycle offers you the opportunity to capitalise on the euphoria associated with the purchase and begin the relationship with the customer by exceeding their expectations at the instant the relationship begins.
© Joey Coleman DesignSymphony.com
28
The Customer Experience Planner — #2 Affirmation The AFFIRMATION stage of the customer lifecycle offers you the opportunity to counter the natural feelings of buyer’s remorse by reinforcing the purchase decision and reaffirming the elements of the offering that initially contributed to the customer’s “buy” action.
© Joey Coleman DesignSymphony.com
29
The Customer Experience Planner — #3 Admission The ADMISSION stage of the customer lifecycle offers you the opportunity to set the standard for future interactions, while at the same time welcoming the customer to your brand/community. The main goal of this interaction is to get the customer to take a first action that is designed to increase the likelihood of continued and repeated use going forward.
© Joey Coleman DesignSymphony.com
30
The Customer Experience Planner — #4 Acclimation The ACCLIMATION stage of the customer lifecycle offers you the opportunity to introduce customers to the organisation's culture and processes/ systems in a way that encourages them to adapt to this new environment.
© Joey Coleman DesignSymphony.com
31
The Customer Experience Planner — #5 Assimilation The ASSIMILATION stage of the customer lifecycle offers you the opportunity to cement behaviours in a way that solidifies the relationship beyond the customer’s original expectations.
© Joey Coleman DesignSymphony.com
32
The Customer Experience Planner — #6 Adoption The ADOPTION stage of the customer lifecycle offers you the opportunity to formalise a long-term relationship that goes deeper than a once-and- done purchase decision and results in the customer seeing you as an important or even indispensable partner.
© Joey Coleman DesignSymphony.com
33
The Customer Experience Planner — #7 Advocacy The ADVOCACY stage of the customer lifecycle offers you the opportunity to work with customers to identify prospective clients as well as strengthen the bonds with existing customers via case studies and testimonials promoting the bene ts of a 100 Day commitment.
© Joey Coleman DesignSymphony.com
34
Notes
35
The Client Experience Timeline
The Client Experience Timeline ™
Name:
Date:
Activation d
en
g Le
The ACTIVATION stage of the customer lifecycle offers you the opportunity to capitalise on the euphoria associated with the purchase and begin the relationship with the customer by exceeding their expectations at the instant the relationship begins.
THINK FEEL DO
Affirmation The AFFIRMATION stage of the customer lifecycle offers you the opportunity to counter the natural feelings of buyer’s remorse by reinforcing the purchase decision and reaffirming the elements of the offering that initially contributed to the customer’s “buy” action.
STEPS
Admission The ADMISSION stage of the customer lifecycle offers you the opportunity to set the standard for future interactions, while at the same time welcoming the customer to your brand/community. The main goal of this interaction is to get the customer to take a first action that is designed to increase the likelihood of continued and repeated use going forward.
STEPS
Acclimation The ACCLIMATION stage of the customer lifecycle offers you the opportunity to introduce customers to the organisation's culture and processes/ systems in a way that encourages them to adapt to this new environment.
0
1
8
Assimilation The ASSIMILATION stage of the customer lifecycle offers you the opportunity to cement behaviours in a way that solidifies the relationship beyond the customer’s original expectations.
Adtoption The ADOPTION stage of the customer lifecycle offers you the opportunity to formalise a longterm relationship that goes deeper than a once-and- done purchase decision and results in the customer seeing you as an important or even indispensable partner.
Advocacy The ADVOCACY stage of the customer lifecycle offers you the opportunity to work with customers to identify prospective clients as well as strengthen the bonds with existing customers via case studies and testimonials promoting the bene ts of a 100 Day commitment.
STEPS STEPS THINK FEEL DO © Inspired by Joey Coleman DesignSymphony.com
| Double your income. Double your time off.
36
15
1
60
60
8
90
90
37
100
Takeaways
38
Focus Areas
Strategies
1
2
3
39
Next Action
| Impact Intensive • Results & Retention • Money & Freedom
Boost
N O I T N E T E R
Black Belt
Boost
RETENTION
1
Build an onramp
24
2
Create an ecosystem
3
Project a future
4
Mitigate the lows
25
5
Flip the cancellation
Notes
26
27
The Customer Experience Planner — #1 Activation The ACTIVATION stage of the customer lifecycle offers you the opportunity to capitalise on the euphoria associated with the purchase and begin the relationship with the customer by exceeding their expectations at the instant the relationship begins.
© Joey Coleman DesignSymphony.com
28
The Customer Experience Planner — #2 Affirmation The AFFIRMATION stage of the customer lifecycle offers you the opportunity to counter the natural feelings of buyer’s remorse by reinforcing the purchase decision and reaffirming the elements of the offering that initially contributed to the customer’s “buy” action.
© Joey Coleman DesignSymphony.com
29
The Customer Experience Planner — #3 Admission The ADMISSION stage of the customer lifecycle offers you the opportunity to set the standard for future interactions, while at the same time welcoming the customer to your brand/community. The main goal of this interaction is to get the customer to take a first action that is designed to increase the likelihood of continued and repeated use going forward.
© Joey Coleman DesignSymphony.com
30
The Customer Experience Planner — #4 Acclimation The ACCLIMATION stage of the customer lifecycle offers you the opportunity to introduce customers to the organisation's culture and processes/ systems in a way that encourages them to adapt to this new environment.
© Joey Coleman DesignSymphony.com
31
The Customer Experience Planner — #5 Assimilation The ASSIMILATION stage of the customer lifecycle offers you the opportunity to cement behaviours in a way that solidifies the relationship beyond the customer’s original expectations.
© Joey Coleman DesignSymphony.com
32
The Customer Experience Planner — #6 Adoption The ADOPTION stage of the customer lifecycle offers you the opportunity to formalise a long-term relationship that goes deeper than a once-and- done purchase decision and results in the customer seeing you as an important or even indispensable partner.
© Joey Coleman DesignSymphony.com
33
The Customer Experience Planner — #7 Advocacy The ADVOCACY stage of the customer lifecycle offers you the opportunity to work with customers to identify prospective clients as well as strengthen the bonds with existing customers via case studies and testimonials promoting the bene ts of a 100 Day commitment.
© Joey Coleman DesignSymphony.com
34
Notes
35
The Client Experience Timeline
The Client Experience Timeline ™
Name:
Date:
Activation d
en
g Le
The ACTIVATION stage of the customer lifecycle offers you the opportunity to capitalise on the euphoria associated with the purchase and begin the relationship with the customer by exceeding their expectations at the instant the relationship begins.
THINK FEEL DO
Affirmation The AFFIRMATION stage of the customer lifecycle offers you the opportunity to counter the natural feelings of buyer’s remorse by reinforcing the purchase decision and reaffirming the elements of the offering that initially contributed to the customer’s “buy” action.
STEPS
Admission The ADMISSION stage of the customer lifecycle offers you the opportunity to set the standard for future interactions, while at the same time welcoming the customer to your brand/community. The main goal of this interaction is to get the customer to take a first action that is designed to increase the likelihood of continued and repeated use going forward.
STEPS
Acclimation The ACCLIMATION stage of the customer lifecycle offers you the opportunity to introduce customers to the organisation's culture and processes/ systems in a way that encourages them to adapt to this new environment.
0
1
8
Assimilation The ASSIMILATION stage of the customer lifecycle offers you the opportunity to cement behaviours in a way that solidifies the relationship beyond the customer’s original expectations.
Adtoption The ADOPTION stage of the customer lifecycle offers you the opportunity to formalise a longterm relationship that goes deeper than a once-and- done purchase decision and results in the customer seeing you as an important or even indispensable partner.
Advocacy The ADVOCACY stage of the customer lifecycle offers you the opportunity to work with customers to identify prospective clients as well as strengthen the bonds with existing customers via case studies and testimonials promoting the bene ts of a 100 Day commitment.
STEPS STEPS THINK FEEL DO © Inspired by Joey Coleman DesignSymphony.com
| Double your income. Double your time off.
36
15
1
60
60
8
90
90
37
100
Takeaways
38
Focus Areas
Strategies
1
2
3
39
Next Action
