Never Lose a Customer Again by Joey Coleman reveals a strategic framework for turning first-time buyers into lifelong customers by focusing on the critical 100 days after a purchase.
Coleman argues that while companies obsess over acquiring new customers, most neglect them immediately after the sale—leading to buyer’s remorse, frustration, and churn.
By understanding eight emotional stages customers experience during this period, businesses can deliver timely affirmation, guidance, and celebration that strengthen trust and reduce attrition.
Using real-life examples from Sephora, Dropbox, Hyatt, and Zappos, Coleman explains how small touches, personalized acknowledgements, onboarding support, physical gifts, community language, and strategic follow-ups can turn satisfaction into advocacy.
His system doesn’t require large budgets; it utilizes thoughtful communication and emotional intelligence.
For companies seeking ways to boost retention, referrals, and genuine brand loyalty, “Never Lose a Customer Again” offers a proven roadmap to maximize lifetime value by nurturing relationships rather than chasing constant acquisition.
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