A great customer communication plan is a necessity to deliver an awesome customer experience.

When customers have positive experiences, everyone succeeds.

To quote Joey Coleman, author of Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 days, “The typical business does a great job of getting the attention of the customer and persuading them to buy, but then does very little to create a meaningful or remarkable experience for them after the sale.”

This is so true. Many businesses measure and reward the sale more than the customer satisfaction and experiences.

Joey Coleman identifies eight phases of the customer journey:

• Assess, Admit, Affirm, Activate, Acclimate, Accomplish, Adopt, Advocate

In each phase of the journey, he recommends communicating with the customer through at least one of six methods:

• In-person, Email, Mail, Phone, Video, Present (Gift)

The author provides examples and discussions on which communications methods to apply during the progressive phases of the customer journey. Of course, you should implement the most effective communication methods based on your target customer and the products / services you offer.

The book provides a nice discussion, and framework, for implementing a customer communication plan in your business. It is will well worth the read, and can be a valuable resource to your business.

We also highly recommend visiting the author’s website at www.joeycoleman.com for the free download of the implementation toolkit.

To also assist you, we created a Google Sheet to help you document the customer communication methods during each phase of the customer journey. Simply follow this link. When you have the document open, select File/ Make a Copy. We hope you find it helpful.