Ep #12 | Beyond the Sale: Designing a Remarkable Client Experience that Keeps Happy Customers Coming Back cover art

Ep #12 | Beyond the Sale: Designing a Remarkable Client Experience that Keeps Happy Customers Coming Back

Ep #12 | Beyond the Sale: Designing a Remarkable Client Experience that Keeps Happy Customers Coming Back

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Send a question or message to Kate & SamWelcome to Episode 12 of the Roadmap to Business Success series, and our third episode in Quadrant 3: Grow Smart | Capacity!Most businesses pour their energy into acquiring new clients. The most successful businesses pay enough attention to what happens after the sale. Did you know that it costs five to seven times more to acquire a new client than to retain an existing one? And your best marketing is a client who won't stop talking about you and refers you to all their friends.In this episode, Kate and Sam get practical about how to design a client experience so consistently good that it turns happy customers into raving fans who refer others , and keep coming back themselves."Your best marketing is a client who won't stop talking about you. Design your experience to create those people."We cover:Why remarkable experiences don't happen by accident: Every great client experience is the result of intentional design and consistent systems, not luck or personalityThe client journey map: How to identify every touchpoint from first enquiry to final delivery, and why systemising each one is the foundation of consistent qualityOnboarding done right: Why what happens immediately after someone pays you sets the tone for the entire relationship, and the simple automations that eliminate no-shows and buyer's remorseHuman versus automated: Why you need to understand your client journey manually before you automate any part of it, and where technology enhances the experience versus where it undermines itFeedback as a growth tool: Why positive feedback tells you nothing useful, and how to ask questions that actually reveal where your client experience is falling shortThe Google review system: Why asking once rarely works, and why timing your request immediately after a win dramatically increases your conversion ratePost-engagement follow up: Why the relationship shouldn't end when the contract does, and how a simple check-in system keeps clients warm and generates referralsLiving up to the hype: Why it's always better to shrink your marketing promises and over-deliver on the experienceThe consistency formula: Systems create consistency. Consistency creates trust. Trust creates referrals. Referrals create growth.Kate and Sam also share real stories from the experience side, good and bad.They also discuss the exciting frontier of AI avatars that can deliver personalised video messages to new clients, and why the businesses that combine smart automation with genuine human warmth are the ones that will win long-term.Coming Up Next: Episode 13 Designing a business that doesn't break you. How to protect your energy, design for sustainability, and make sure that as your business grows, your life gets better, not worse.Join the Workshop: Kate and Sam are hosting their Grow Smart Workshop on Wednesday 24th June — bring your questions on business models, capacity, hiring, client experience and scaling and get coached live.👉 Register hereAnd save the date — Bali Business Retreat27 August – 1 September 2026. Secure your spot with a $200 deposit: https://katedejong.com/inspired-business-bali-retreat/Kate’s Blog: "10 Questions to Get Valuable Feedback" https://katedejong.com/how-to-get-great-testimonials-and-market-research-data/Don't let your clients fall into the "hole" of silence after they sign up. Tune in to learn how to build the systems that create trust, consistency, and ultimately, a thriving business.Connect with Your Hosts:Kate De Jong, PhD | Inspired Business 🌐 Website: https://katedejong.com/ 📱 Instagram: @katedejong.inspiredbusiness ✉️ Email: kate@katedejong.comSam Morris | The O8 🌐 Website: https://www.theo8.com/ 📱 Instagram: @the_o8crew ✉️ Email: sam@theo8.comThriving Business Podcast 🌐Website: https://www.thrivingbusinesspodcast.com/ JOIN OUR WORKSHOPS🌐 https://www.thrivingbusinesspodcast.com/workshopsCOME ON THE 2026 BALI RETREAT🌐 https://www.thrivingbusinesspodcast.com/baliretreat2026
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