Every process in your business creates an experience for your clients—whether you designed it intentionally or not. In this episode, Libby shares a simple CEO Day exercise to help you step into your clients’ shoes, identify the experience you actually want to create, and find opportunities to make your processes more personal, friction-free, clear, and human. You’ll walk away with a practical way to improve your client experience without adding a bunch of new touchpoints, gifts, or work to your plate.
In this episode you will learn:
- How to define the three feelings you want clients to associate with your firm.
- How to audit your physical and virtual “front doors” from your client’s perspective.
- Four filters for making your client experience more personal, easier, clearer, and more human.
- How to turn your best client experience ideas into repeatable processes your team can actually execute.
Your clients are already having an experience with your firm—the question is whether you intentionally designed it or it’s simply happening by default. Block an hour on your next CEO Day, grab your team, walk through your own client experience, and choose three improvements to operationalize. Systems to Scale participants and Alumni Community members can also access the new Client Experience Blueprint to take this exercise even deeper.
Related: Shadow AI Is Already in Your Advisory Firm. Do You Know What It Can Access?
