Creating the World's Best Client Experience

The most important part of any Client Experience centers around the value delivered. Value delivered usually brings results and ultimately transformation. But there is a tricky thought and idea around ‘value’ in that it is misunderstood and associated with offering MORE stuff. More isn’t always better and bringing value means you approach it differently. Listen to this episode and I offer 3 key th...

When working with clients, even before the work begins–you must understand where they are, and how they communicate. People perceive their challenges differently and we must understand that and be able to speak to them in way that resonates, not just talk at them with talking points. Carly Pepin is a behavioral specialist, coach and speaker and in this episode, we break down her philosophy and app...

People buy programs but what they really want is an outcome, or desired result. In business, focus is placed on the variables that help people make informed decisions and that move them to buy. But in a client experience the focus needs to shift to delivering the outcome they desire. What is the best way to do this? Over my years in business, I have observed both sides of this question and share s...

Everyone is a writer. Why is that? Because everyone is a writer of their story, their mission and their life and purpose. Sue Kennedy is a book coach, and in this episode we chat about her author process and why the chapters of your life tell your story. CONNECT WITH SUE: Author Academy  PODCAST WEBSITE & LINKS: Check out the ULTIMATE PODCASTS Get Your Mini Retreat Playbook HERE EMAIL ME VISI...

In a client experience, how do you know you have ‘enough’? Better yet, how much to offer is too much? More often than not, coaches and business owners put more in an experience thinking that that is needed in order to get the best value. We should always want to provide the best value, but offering more isn’t always the best idea. Striking the right balance of activities, space and processing...

What’s the best strategy for living a thriving life? It’s a subject which could potentially have many different answers depending on who you talk to. But for one coach, it took a ‘quarter life crisis’ to figure this out for herself. Now she teaches other women to live by their purpose and best performance. Trang Nguyen is a speaker and mentor for other women and decided to pivot careers...

In person can be magical for a client experience. There just is no substitute for it–not on a computer screen, the phone, or any other means. For the first time this year, I did two destination retreats inside of a month with two different groups of people and each one was unique. Earlier this month I broke down how I made some changes to my signature experience I always lead in Key West. Thi...

Health and fitness professionals go into our field to help others lead their best lives. That includes helping them feel good and whole in their own skin, literally. Rachel Lavin is a health and wellness coach and former personal trainer and shares her story in this episode and how she helps clients own and embrace who they are. Basically she wants to help other women feel good about their bodies...

Retreats are an amazing way to deliver a client experience. In fact, I would argue that it’s one of the most complete and unique methods to wrap deep work, challenges, fun and community and transformation. We always run retreats in May in Key West and this year, I’m leading two. I decided to do this for a couple of reasons, and it affected my planning and changes I made in my program. Having a ski...

What is ‘Authentic Living’ and what does it involve? Andrew Rowe is a coach and spiritual mentor and refers to himself as an ‘authenticity expert’.  He’s created a business where he is the product of his product a manageable and doable path to living authentically AS you are. Find out more about him and how he creates client experiences to authenticity in this episode. GUEST LINKS: Andrew’s S...

We talk all about the EXPERIENCE of our work with clients on our second show. We position our retreats like experiences.  Because they are. But in order to really do them in a way that works as a REAL experience for your business–you need to think about it from a much larger viewpoint. Retreats can give you endless opportunities to create real change and transformation for clients–but they ca...

In last week’s episode, I shared a little about my philosophy of follow up. So many businesses treat follow up like it’s transactional. Follow up though, can be and should be laid down from the START of an experience not at the end. In this episode, I share more about the 3 kinds of follow up and examples from my work and where they fall.  PODCAST WEBSITE & LINKS: Check out the ULTIMATE PODCA...

So what do you consider to be follow up? Is it staying in touch? Is it an offer of continued support? Or is it just accountability? Follow up on the surface just seems like a message or 2, or keeping a client on our radar. In sales we are taught that the fruit is in the follow up.  Do you agree? Follow up can take on many forms and the KEY is to seed it from the start of a client experience,...

As a coach or business owner, more than anything, you want your clients to succeed. Our WHY is ground in helping show our clients what’s possible. In last week’s episode, I shared what I believe are 3 big challenges in the transformative process. This week’s episode I’ll look at some of the wins. Clients come to us because they believe in what we do, and that we hold the solution for them within o...

Clients look to us to help them create real change–change that has eluded them. But with achieving transformation comes challenges–some can completely be unplanned. If you are in the business of offering client experiences, this episode takes a closer look at some of the challenges I have faced in offering client experiences and some of the challenges some of my clients have had in the process. Wi...

Transformation. It’s what people look for in a client experience. The bill of goods IS around creating a new path forward. But what REALLY is it?  And what goes into it? In this episode, I go into what are key steps in client transformation and how your experience with them can literally pave the way.  PODCAST WEBSITE & LINKS: Get Your Mini Retreat Playbook HERE EMAIL ME VISIT MY We...

Safety.  What does it mean? For one, it means different things to different people.  And in business that is also true. The definition of safety reads ‘protection from failure’. But in business and in working with customers and clients you MUST create an environment of belonging, trust and safety. Our new show focus is centering around CREATING amazing client experiences–and one of the K...

Client experiences should be more than just a transaction and ‘onboarding’. In fact, what goes IN a client experience IS what will help create REAL transformation. And that’s exactly what I want to share on our new expanded and updated show! In this inaugural episode, I outline what I think a client experience IS, and what components need to be there for REAL transformation to occur. There are num...