From Head Count to Heart Count: Loyalty by Design with Joey Coleman

Episode notes

What if loyalty isn't something you earn over time, but something you design from day one? On this episode of Humanity at Scale , host Bruce Temkin sits down with Joey Coleman , founder and Chief Experience Composer of Design Symphony and bestselling author of Never Lose a Customer Again, and Never Lose an Employee Again, to uncover why most organizations lose up to 70% of customers and employees in the first 100 days. Drawing from his eclectic background in law, education, and performance, Joey breaks down the eight emotional stages of relationship-building and offers powerful strategies to spark loyalty from day one. Whether you're leading a team or growing a customer base, this episode reveals why "heart count" may matter more than headcount.

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