Shaping your client experience journey
This post is part of the client experience series, shaping your client experience journey.
Read about the Power of Exceptional Client Experience if you’re wondering… how can I create an exceptional client experience for my service-based business? It covers why it is important to shape an exceptional client experience and how to approach this task in order to seamlessly guide your audience from not knowing who you are to confirming a booking.
Understanding your client experience journey. In order to shape an exceptional client experience, you first need to have a CRYSTAL clear understanding of the whole journey that your (potential) clients go through and identify every single touch point from the moment they first learn about you to the moment that they book you and beyond. Discover the 7-step blueprint for understanding a client experience journey that you can use as your guide to map out your own client journey and work on improving all its touch points.
Before you can even begin thinking about your client journey and experience, you need to create the foundation for shaping an exceptional client experience. For that, you first need to do the legwork and create a clear strategy for your business that guides all your efforts. Afterwards, it’s important to create a professional visual identity, and a strategically created website that houses most of your client journey touchpoints. On top of that, you need to streamline your communication channels. Let’s go through these elements that serve as foundations for shaping an exceptional client experience as a whole.
Strategy
Too often I see business owners placing their main focus on the aesthetics of their branding and their website while often paying too little attention to the strategy behind it. I get it, it’s exciting to imagine what your brand identity will look like, to think about that amazing polished website, to envision having a truly stunning branding and website that is a joy to look at and truly reflects who you are, what you stand for and what you do. It is important, but that’s not the first step. The first step is your strategy.
It comes down to the fundamentals - your online presence, your client experience journey and all your efforts online are a means to showcase your business and to achieve your strategic goals. And what dictates the direction of your business and all contents that ultimately become known by your audience as your business - YOUR STRATEGY. Before you can even begin thinking about your client journey and experience, you need to make sure that you have a clear understanding and a clear approach to your business, your brand, your offering and your online presence as a whole. Without it you cannot shape an exceptional client experience as you will be lacking the clarity and structure that it requires. I cannot emphasize this enough - this really is the most important part!
This is where it goes wrong 90% of the time when business owners don’t spend enough time on this step and make it a WAY too generic only to end up wasting a lot of effort down the line.
The key is being SUPER clear and having the right framework in place to have that structure, clarity and confidence for showcasing your amazing business online and guiding all your efforts, including your client experience!
I’m Agnes, your strategic partner and I specialize in helping business owners confidently and successfully book their DREAM high-value clients.
For 5+ years I’ve worked in professional consulting services, crafting and executing custom-made solutions for clients, problem-solving on the daily and managing projects worth millions. I’ve spent years mastering the method that large companies use to charge premium prices that clients are happy to pay. And now I can help you do the same as a small business owner.
With my expert guidance, I’ll help you strengthen and position your business the right way in order to attract and book high-value clients who happily pay premium pricing. I provide guidance and 1:1 support with strategy creation for building your strong foundation and clear and targeted messaging and hands-on support with bringing it all to life.
If you don’t want to miss out on high-paying clients and leave money on the table your first step is easy - book a free 1:1 session with me here - let’s chat!
Branding
Creating a strong brand and a visual identity are fundamental for providing a consistent, memorable and exceptional client experience. And the way to do that is through branding, a strategic process that combines strategy and design. Branding is an umbrella term to describe all activities that form part of the process - strategy, visual brand identity and creating resources and guidance. Branding supports your business goals through creating distinctiveness, communicating a brand promise and relationship building.
You need to craft a clear brand strategy that includes elements like (but not limited to) your brand positioning, audience, communication, voice, story and messaging. Once you’re clear on your brand strategy, you can start working on the visual elements that bring your personal brand to life. Firstly, there’s the typical elements that you think of (logo, color palette, typography, custom graphics and other visual elements) that align with your brand strategy. Secondly, a very important element of creating the visual identity is visual content. But static colors, boring visuals and basic stock photos will only get you so far. You need professional, high-quality and also unique content for your personal brand. All these elements of branding work together to create a strategic and elevated visual identity that is at the heart of all touch points for your client experience, most notably your website.
You might also be interested in:
Why is branding so important for your business? Discover the three primary functions of branding that support your business goals. These functions are at the heart of every successful branding project and getting them right is the difference between struggling to survive and thriving as a business.
Nine critical branding mistakes to avoid - Discover nine critical mistakes to avoid when it comes to your branding. These are the common assumptions and mistakes I see businesses make when thinking about their branding. Let’s walk through these to make sure you can avoid them.
The power of personal branding for service-based businesses - In a highly competitive and highly saturated market of online service-based businesses, standing out from the crowd is no longer “nice to have”, it's an absolute MUST. This is where the art of personal branding comes into play. Let's unlock the true potential of your service-based business!
But wait, there’s more
Continue reading on how to shape your client experience journey - your strategic website and streamlining your communication channels.
Bringing your vision to life through a strategy-led approach
Our Signature Experience is an all-in-one service to help you successfully raise your rates and confidently book your dream clients!
Tailored solutions - All businesses are not alike so we also offer completely tailored solutions that fit your business needs specifically in order to help YOU reach your goals.
Who is this for
Business owners who want to start demanding their worth, confidently book their dream (high-value) clients and scale their business to the next level.
What you get
Strategic partnership - Bringing 5+ years of experience in the consulting domain working with industry-leading companies.
Personal 1:1 support - Guidance and 1:1 support every step of the way for a smooth and stress-free process.
Clarity & structure - Clarity and structure of the process through consultations, guided questionnaires and checklists + project management done-for-you.
Feel heard - 1:1 interactions and feedback & revision opportunities to ensure that you feel heard and understood and that we’re meeting your expectations.
Materials & support for success - At the end of the project you’ll receive all the resources and materials as well as personalized implementation and tutorial calls for your long-term success.
Long term value - Clarity, structure and resources for guiding decision- making, appealing to your ideal audience and supporting your business for years to come.
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