For over twenty years, Joey Coleman has helped organizations like Whirlpool, NASA, Volkswagen Australia, Principal Financial, and Zappos boost their customer and employee experience and turn them into raving fans via his entertaining and actionable keynotes, workshops, and consulting projects. His First 100 Days® methodology helps fuel the successful experiences his clients deliver around the world. His two books have received critical acclaim, and both were instant Wall Street Journal best sellers. In “Never Lose a Customer Again”, Joey shared strategies and tactics for turning one-time purchasers into lifelong customers – while dramatically increasing profits along the way. His second book, “Never Lose an Employee Again”, which we discuss today, details a framework that companies around the world can use to reduce turnover and increase employee engagement.

Joey works with companies ranging from small VC-funded start-ups to large Fortune 500s, with hundreds of mid-size businesses in between. He developed his narrative skills as a criminal defense trial attorney, advised and counselled Fortune 500 companies as a business consultant, and honed his communications and messaging skills at the White House.

His design and artwork have been displayed in museums, featured in juried shows, and graced publications in the U.S. and abroad. When not travelling the world for keynote presentations, client workshops, and quality beach time, Joey enjoys playing board games, building LEGO sets, and reading bedtime stories with his amazing wife and two young sons.

• In his book Joey talks about eight phases of engagement between employees and organizations. Remarkably, engagement starts right from when the employee starts assessing an organization, and that happens much earlier than the first day of work. By the time the employee arrives to work, they are already on the fourth phase.
• It is dollars saved when employee retention is higher. This is true for so many reasons. So, companies must strive to provide ’employee experience’ in the same manner as they strive to deliver ‘customer experience’. Companies which place their employees as priority also seem to do well on measures of customer experience.
• Employees do want to be paid, but that is not their main goal. Their main goal is a quality of life, and companies must pay attention to the goals of their employees, help them achieve these, and celebrate their successes. The book uses case studies of extraordinary organizations from across the world— all seven continents, to show how they achieved outstanding results in employee experience.

Run time – 58.18 mins.