In this episode of the Hero of the Hour, Mark is joined by Katrina Scarlett, a seasoned expert in blending technology with customer-centric hospitality. Hailing from Canada, Katrina shares her journey from luxury resort management to establishing her unique business that focuses on humanizing the digital experience. Her approach stems from her background in hospitality and tech, inherited from her father, a program engineer. Katrina discusses her transition from working in corporate environments to leveraging her tech skills and hospitality passion to provide a more meaningful and controlled service in the digital space.

Katrina emphasizes the importance of creating a memorable online customer experience. She explains how businesses, especially in coaching and consulting, can develop legacies of loyal fans through organic marketing. Her strategy revolves around understanding and addressing the needs and desires of customers at every touchpoint, whether it's through email automation or high-ticket offerings. Katrina stresses that the key to creating loyal fans lies in making customers feel valued and individualized, despite the automated and transactional nature of online business.

Mark and Katrina also discuss the practical aspects of her work, illustrating with a case study how she helped a coaching business address issues like chargebacks and customer dissatisfaction by realigning their team and processes. She highlights the role of customer-centric approaches in all business aspects, from front-line interactions to backend operations.

Join Mark and Katrina for this fascinating and enlightening discussion!

Enjoy!

What You Will Learn In The Show:

• How Katrina's unique approach combines her tech background and hospitality experience to create an impactful online customer experience.
• Her transition from luxury resort management to running her own business, focusing on humanizing the digital landscape.  
• The importance of making each customer feel valued and individualized in an automated, digital world.
• How businesses, especially in coaching and consulting, can cultivate loyal fans through personalized, organic marketing strategies.
• How focusing on customer needs and desires at every touchpoint can transform the online business experience.
• Strategies for implementing customer-centric approaches in your business, enhancing both customer satisfaction and business growth.
• And much more...

Resources:

Scarlett & Co.

Northeast Private Client Group

Mark B. Murphy Linkedin

Mark B. Murphy website

Northeast Private Client Group Youtube Channel

Books:

Get Mark's Book Here: The Ultimate Investment: A Roadmap To Grow Your Business and Build Multigenerational Wealth

Extraordinary Wealth: The Guide To Financial Freedom & An Amazing Life