Never Lose an Employee Again

In this episode of The Lazy CEO Podcast, host Jim Schleckser welcomes Joey Coleman, Chief Experience Composer of Design Symphony, as his guest. Joey is a renowned speaker and influencer in the areas of customer and employee experience. They discuss Joey's first book, "Never Lose a Customer Again," which emphasizes the importance of paying attention to customers after they become clients. He explains that 20 to 70% of new customers may leave before their 100-day anniversary, highlighting the need for a strong customer experience.

Joey then introduces his latest book, focusing on employee experience. He believes that a great customer experience is only possible with a great employee experience, as employees are the ones delivering the service. The conversation delves into the challenges of employee disengagement, which Gallup's recent research reveals to be as high as 77%.

The key focus of the discussion is on the first 100 days of an employee's journey in an organization. Joey emphasizes the importance of creating a positive and engaging experience during this period to improve retention rates. He outlines an eight-phase employee journey framework, starting with the "Assess" phase, where prospective employees decide whether to join an organization and the organization determines the fit. The subsequent "Accept" phase involves extending the job offer in a way that makes candidates feel excited about their future with the company.

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