3 Keys to Transform Your Client Experience
April 11, 2022
If you could elevate your client experience with transparency and trust, what would that mean for your business?
Would it mean…
- More dream clients in your pipeline?
- More referrals?
- Higher success rates?
Putting clients first is good for business. Here are the 3 keys to crafting an elevated client experience.
Key #1: Transparency in Your Work
Transparency in your process gives your clients the tools and information they need at the right moment, each step of the way.
This means your clients are comfortable and confident they are making the right call for themselves when investing in your services.
It also ensures they never feel:
- Left in the dark
- Unsure of the value they’re receiving
- Swept up in well-targeted marketing without clarity on the end results
To elevate your client experience, illuminate a clear path. Show them the unique transformation you provide, from the first time they encounter your brand to 12 months after you’ve delivered, when you’re checking in on a happy client and their success.
Key #2: Smooth Client Experience
Client Experience (CX) is the result of every interaction a customer has with your business.
You might have heard terms like brand mapping or customer journey. For 1:1 service providers, this means outlining your process and the steps (big and small) your client takes from beginning to end.
Why Map Your Process?
Mapping your process helps you:
- Understand and predict interactions
- Automate repetitive tasks
- Minimize errors like missed emails or miscommunicated deadlines
- Stay focused on delivering your best work
The 5 Stages of the Client Experience:
- Awareness
- Consideration
- Acquisition
- Fulfillment
- Loyalty
Typical Steps in a Client Journey:
- Lead Generation
- Appointment Booking
- Invoicing/Legal
- Onboarding
- Fulfillment
- Offboarding
- Post-Project Support
- Loyalty
Touchpoints
Touchpoints are every interaction a client has with you—social posts, emails, credit card transactions, and beyond.
Examples by Step:
Lead Generation
- Social Media
- Ads
- Blog
- Podcast
- Webinar
- Guest Post
- Newsletter Form
- Unsubscribe Page
- Landing Page
- Sales Page
- Category Page
- FAQs
- Terms & Conditions
- 404 Page
Appointment Booking
- Appointment Scheduler
- Login/Registration Form
- Thank You Page
Invoicing/Legal
- Invoices (Paid, Late, Late with Fee)
- Proposal Contract
Onboarding
- Welcome Page
- Client Dashboard
- Account Page
Fulfillment
- Approval Sign Off Forms
- Prep/Homework
- Homework Reminder
Offboarding
- File Handoff
- Testimonial Request
Post-Project Support
- Check-ins (2 weeks/1 month)
- Slack/Messenger
Loyalty
- Friendlies (3/6/12 months)
- Invite to ambassador program
Key #3: A Client Dashboard for Your Signature Service
A client dashboard is a tool that integrates all 5 stages of your client journey in one place.
Why a Dashboard?
It helps you:
- Elevate the client experience
- Set clear expectations
- Provide transparency in your processes
Budget-Friendly Tools for Dashboards:
- Airtable
- Trello
- ClickUp
- Notion
Each tool allows you to create repeatable systems tailored to your services.
Avoiding Pitfalls
Ensure you’ve outlined your processes and offers clearly before building a dashboard. Otherwise, it can become messy and confusing rather than a helpful resource.
Transparency & Trust Are Key
Take the time to:
- Outline your processes
- Refine each touchpoint to represent your brand
Ready to Start?
Book a free 15-minute, no-pitch systems audit to find out exactly what you can do TODAY to start offering a more premium experience to your clients.