Imagine you make a large purchase after working with a salesperson. Maybe it’s a new car or windows for the house. The salesperson makes lots of promises that the “account manager” or customer service representative can’t keep. Sound familiar? It did to Joey Coleman, a customer experience expert and keynote speaker who learned that in virtually every industry, between 20% and 70% of new customers will leave a business in the first 100 days. That’s a lot of unkept promises. “Basically, companies are hemorrhaging,” he says. “They’re spending all this time, effort, and money acquiring new customers, but not spending a fraction of that time, effort, or money keeping those customers.” “Getting customers is important, but keeping customers is even more important,” he adds. Coleman took time out of his busy schedule to talk with me for Episode 51 of the Focus on Customer Service podcast. His passion and enthusiasm for the customer is contagious, which resulted in a lively discussion.