Never Lose a Client Again: Mastering the Eight Phases of the Customer Experience

The Business Conservatory Podcast

As my team and I make changes to our systems and processes to enhance customer care, I thought it was the perfect time to talk about the customer experience. Do your customers feel personally cared for while working for you? Do they get a sense of who you are, even over text? Or is there a barrier between you and the client that never seems to come down?

Today, i'm using principles found in the book Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days to lay out a step by step plan to improve your customer experience. I've personally seen how going that extra mile for a client can double the package they're buying from you and elongate the relationship way beyond a one time exchange. But how can you actually, tangibly put this into practice?

It's actually not a matter of reinventing the wheel with every client you come across. You can follow a very clear structure that leads to clients who feel seen and keep coming back for more. I can't wait for you to tune in and start putting these tips into practice!

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In this episode, I discuss:

• When to ditch professionalism and just...speak like a person
• Why it's important to create a personalized customer experience
• So much of the personalization comes from asking the right questions
• The eight phases of the customer experience

Check out the shownotes for more resources!