Using Real Examples, Let’s Unpack the Four Crucial Steps of a Client Experience

We are wrapping up our series on understanding and applying the 4 crucial steps to a killer client experience. In today’s article I will unpack and apply the four steps using a few real examples.  I won’t dive deep into explaining each of the four steps so if you need to review the four steps in detail, please check out the two previous posts listed below. Part One – Steps 1 and 2 of the 4 Crucial Steps to a Killer Client Experience Part Two – Steps 3 and 4 of the 4 Crucial Steps to a Killer Client Experience [After reading this article, check out the Stacey Brown Randall Live Show (Episode 20) where I go more in depth on [...]

Four Crucial Steps to a Killer Client Experience (Part Two)

In the last article, we covered the first two steps of the four steps in the Client Experience (CX).  I broke down understanding the Client Experience three-legged stool, the foundation (step one). And then I shared how to start a CX for maximum impact (step two). Now we will shift to unpacking the final two steps in the CX.  Overall these four steps will give you a great starting point to understanding your CX. (Remember, the abbreviation for Client Experience is CX.) Here are the four steps again for your reference. If you didn’t read Part One, I encourage you to do so before reading this article. 4 Crucial Steps to a Killer Client Experience (CX) Understanding the CX foundation How [...]

Four Crucial Steps to a Killer Client Experience (Part One)

When I say client experience, what do you hear? I wouldn’t be surprised if you answered with… “Sounds like a lot of work.” “Isn’t that the same thing as customer service?” “What the heck?” Don’t worry, if you haven’t heard of the term “client experience” you aren’t alone. But whether or not you have or haven’t heard of it…your business has one. Crazy, right? Your business has an experience you may not even be aware of. But we need to change that. [After reading this article, check out the Stacey Brown Randall Live Show (episode 18) where I go more in depth on the first two steps of the 4 steps of a client experience.] The client experience is a [...]

Business Lessons Learned…From the Trenches of my Small Business Owner Clients

*This post is off-topic from my usual referral and client experience topics but contains some valuable lessons for all business owners so I wanted to share...enjoy! I could have titled this article 365 Days’ Worth of Business Lessons Learned from the Trenches of My Small Business Owner Clients. It just sounded too wordy. But it is the truth. Though I spend most of my time now building the online side of my business helping small business owners and solopreneurs follow my system to generate referrals without asking and to build sticky client experiences, I still have a few clients I coach monthly with a focus on business and productivity. The number of coaching clients has decreased over the last three [...]

How to Up-Level Your Client Experience Next Year

This article follows a previous article - How the Client Experience Elevates Referrals – to help you not only understand what a Client Experience (CX) is but how to follow a few simple steps to up-level your CX next year. In the first article, I explained what is a sticky client experience using the two parts that you deliver on that makes up the CX equation, when the CX starts (not to be confused with the buyer’s journey), what makes a CX “sticky” and why a sticky CX is important.  If you haven’t read that article yet, I encourage you to go back to read it first before continuing with this article. [After reading this article, check out the Stacey Brown [...]

How the Client Experience Elevates Your Referrals

The most important aspect in generating referrals is something I can’t help you with. You are 100% on your own for this critical piece. And interestingly enough, it doesn't have anything to do with your direct referral generating plan. But it has everything to do with understanding the client experience. What is this crucial piece - the foundation - to setting yourself up to receive referrals. [After reading this article, check out the Stacey Brown Randall Live Show (Episode 14) where I do in more depth about the sticky client experience.] That you do great work. No one will refer to you if you do crappy work.  But it is more than just giving bad advice or delivering a shoddy product. Clients also view "crappy work" [...]

2018-02-23T13:48:08+00:00

What the Heck is a Referral Experience?

If you are going to generate referrals without asking for them you are going to have to create a referral experience for your referral sources, the people who send you referrals or those you want to send you referrals. Just dropping in or calling to say hi every few weeks isn’t going to cut it. Neither is your automated eNewsletter or those generic cards you send that you didn’t even sign. You are going to have to do better.  Much better. You are going to have to create an experience. An experience created through connections that build and strengthen a relationship.  Because referrals only come from relationships and it is critical that you have solid relationships with your referral sources.  [...]

2018-01-10T10:31:13+00:00