Customer Experience Crisis – Millions On Marketing, Nothing On Retention! | Pulse #26

In this insightful episode of Pulse by Intuji, Julian Wallis speaks with Joey Coleman, a renowned customer experience expert and bestselling author with over 20 years of experience in transforming how organisations build customer and employee loyalty.

With an eclectic career background spanning government, law, and business consulting, Joey shares his invaluable insights on creating remarkable customer experiences and building lasting relationships in business.

Whether you’re a business leader, a customer experience professional, or someone interested in understanding human behaviour, this episode offers practical wisdom on keeping customers and employees engaged for the long term.

Topics Covered:

00:00:00 Podcast Intro
Episode snippets and guest background highlights

00:01:33 Introduction
Joey Coleman shares his diverse background and journey into customer experience.

00:04:19 Key Components of Customer Experience
Discussion on what makes up a great customer experience and treating customers as individuals.

00:08:42 The Investment Reality
Insights on how businesses focus more on acquisition than retention.

00:15:50 Identifying Problem Customers
Strategies for recognising when customer relationships aren’t the right fit.

00:26:30 Customer Centricity Reality
Deep dive into why customer centricity is often discussed but rarely practised.

00:39:52 Communication Frequency
Discussion on the importance of consistent customer communication.

00:49:13 Future of Customer Experience
Exploration of AI’s role and maintaining human connection in customer experience.

00:58:43 Finale Questions
Three key questions covering industry insights and career advice.

Key Takeaways from this Episode:

• The importance of human-to-human connection in business relationships
• Why customer retention is crucial for sustainable growth
• How to balance technology implementation with customer needs
• Strategies for effective customer communication
• The value of continuous learning in customer experience

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