Roadmap to Referrals

We've talked about the definition of the Client Experience, when it starts, when it ends (if it ends). We discussed the two-part formula that makes up the client experience and gave you a high-level overview of the 3 client experience stages. Now we will take a few episodes to dig in to the 3 individual stages and hear from business owners along the way who have already put what you're learning into practice. For this episode we dive into the New Client Stage.

For resources mentioned in this episode, check out the show notes page at www.staceybrowrandall.com/156.

If you've followed this podcast for awhile (or are a member of any of my programs and participate in my free training), you know when I teach - I go step-by-step and break things down to make understanding and implementation easier. As we are learning the ins-and-outs of the client experience (CX), a key piece to "seeing" it within your business is understanding the 3 stages of the CX. The 3 stages are the new, active and alumni stage. But not all businesses have all 3 stages. And to determine when each stage starts and stops for your business needs to be considered. We dive into the 3 stages in this episode, #156 so join me!

All resources mentioned in this episode of the Roadmap to Grow Your Business podcast, can be found on the show notes page at www.staceybrownrandall.com/156.

As we start to build or tweak or refine your Client Experience, we need to get the foundational parts in place of the CX. We're calling this episode the nuts and bolts. Specifically answering when the CX starts, when (or if) it ends and the 2 part formula that makes up the CX. Resources mentioned in this episode can be found on the show notes page at www.staceybrownrandall.com/155.

When helping business owners create their own client experience, we start with one particular activity to help them decide what type of experience to build. From this activity, we create the experience touch points that evoke the emotions they want their clients to have while working with them. I unpack the steps of this activity - start to finish - in this episode.

You can find the resources mentioned in this episode on the show notes page at www.staceybrownrandall.com/154.

A strong, intentional and sticky client experience does many things for your business. In this episode, we look at 4 bottom line impacts the right client experience can have on your business. You already know I'm going to say receiving referrals is one of the 4 (and a personal favorite of mine) but what are the other 3? Let's dive in.

All resources mentioned in this episode can be found on the show notes page at www.staceybrownrandall.com/153.

For a long time fixing a client's problem was the extent businesses went to for their clients to ensure their loyalty and repeat business. While customer service is important as it solves any problem encountered by a client with your company, it's just one part of how client will judge your company. Let's talk about why.

All resources mentioned on this page can be found on the show notes page at www.staceybrownrandall.com/152.

When I teach the strategies, tactics and methodology of my Referrals Without Asking process, I am making one major assumption. And that is that you're referable. Meaning you have a client experience that delivers quality work and builds the right relationship. So I'm going to explain the ins and outs of the client experience in a series of mini-lessons so you can improve, tweak or create an intentional client experience for your business.

Resources mentioned in this episode can be found on the show notes page at www.staceybrownrandall.com/151.

One hundred and fifty episodes. 150 episodes! It's mind blowing to think about hitting this milestone. When I started, I wondered if I would hit it. I mean, I always planned to hit this milestone when I started but 150 weeks is a long time. But together, we did it. Yes, with your continued listening, feedback, suggestions for topics, amazing reviews, 5 star ratings and high fives... we hit this milestone together. And in honor of 150 episodes, I cooked up an episode in true "Stacey" fashion... with my top 4 lessons learned from starting a podcast. (You didn't think I'd miss an opportunity to teach did you?)

For the resources mentioned in this episode, check out the show notes page at www.staceybrownrandall.com/150.

Share and tell... the grown up version of "show and tell." Join me for my first "on-location" episode as I record from my favorite writing spot in Asheville and dish about the newest book I'm writing (book #2), specifically the hang ups I'm facing.

Plus I've announced the date for the next live Referrals Challenge... just a few weeks away in May so snag your spot now at www.staceybrownrandall.com/challenge.

All links and resources can be found on the show notes page for this episode at www.staceybrownrandall.com/149.

We are continuing on with breaking down the six layers of the referral strategy with layer #5, which is focused on planting referral seeds with new clients. This episode brings into light an area we haven't discussed on the podcast in way too long... which is having a sticky client experience and being referable. This is where it all starts so it's fitting we dive in deeper. On this episode we look at the new client stage and planting client experience referral seeds during it but we will also use this as a launch pad to dive in to what it means to build a sticky client experience.

All resources mentioned, including the layering PDF of the referral strategy can be found on the show notes page at www.staceybrownrandall.com/148.