In this episode of Beyond Product Management, Heather is joined by Blythe, a client experience designer who describes herself as “Gordon Ramsay meets a Disney Imagineer.” And honestly? It fits perfectly.

Blythe helps founders and business owners design backend systems that feel human on the front end—without burning out the people running them. Drawing from her background in medical software, workflow optimization, and adoption design, she breaks down why most “client experience problems” are actually systems problems hiding in plain sight.

Together, Heather and Blythe explore how friction, founder burnout, and disconnected systems quietly sabotage businesses—and what to do about it before things spiral.

In this episode, we cover:

• Why great client experience isn’t about gifts or hand-holding
• How backend systems directly impact energy, presence, and leadership
• The real cost of “just outsourcing it” without fixing the system
• Why founder burnout is not inevitable—and why believing it is dangerous
• How friction points show up first in client and team behavior
• The role of emotional presence in leadership and delivery
• Blythe’s 30-day approach to untangling onboarding, delivery, offboarding, and tech
• Why systems issues hurt more as you scale (and don’t magically disappear)
• The Peak-End Rule and how businesses can design memorable moments on purpose
• Simple client experience wins that build loyalty without adding complexity

Memorable moments:

• Blythe’s origin story as a medical software adoption specialist
• Why firing “the problem person” is often the wrong solution
• How a single bottle of champagne turned a mediocre dinner into a loyal customer story
• Why clients remembering one great moment can outweigh dozens of average ones

Takeaway:

Client experience isn’t about doing more—it’s about removing friction, protecting founder capacity, and designing systems that allow humans to show up sustainably. When founders are supported by their systems, everyone wins: teams, clients, and the business itself.

🔗 Connect with Blythe

Follow Blythe on Instagram and DM her your favorite client experience—she genuinely wants to hear it.

PDRM Consulting's mission is to help businesses reduce risk, specifically in the fields of Cybersecurity and Product Management.

Heather bridges the professional development gap in the corporate space by empowering growth-driven product managers to transition into strategic, results-oriented leaders. By focusing on enhancing key skills and decision-making capabilities, she helps them accelerate their leadership journey, achieve measurable outcomes more quickly, and excel in driving product success. Her approach ensures they thrive in their roles and unlock their full potential as impactful servant leaders within their organizations.

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