The Customer Experience Co.

07/02/2024

I would love you to join me in my Facebook Community The Customer Experience Co. the place to be to learn what your clients want 🤗

I am committed to sharing the most important information your clients need from you, so you have inside scoop from your clients perspective..

There’s a lot of noise on the internet which can leave you feeling overwhelmed and second guessing if you can do this.

But I am here to tell you that you can.

1️⃣ Just keep your business super simple for your clients to know how you can help them (No jargon)

2️⃣ Give them clear direction to information or paid offers so they aren’t overwhelmed and don’t get bored looking.

3️⃣ Use language your clients will resonate with and share stories they could have written themselves (sharing client stories of how you help gives them hope)

I am passionate about helping you, because you are amazing and you really care about what you do (I know this because you are here, wanting to improve the client experience for your clients 🥰)

And this is why I do it!!!

I BELIEVE in you and what you are trying to achieve, and more people need to know how brilliant you are too, so you can help them.

We all have our zones of genius, and mine is helping you look at your business from your clients perspective, to make it easy for them to find and buy from you.

I also love focusing on helping you deliver an amazing experience so your clients expectations are not just met, but exceeded as client retention is too often overlooked.

So tell me, what are you most excited about learning from me?

07/02/2024

These are ways I can support you.

The truth is, sometimes we are too close to our own business and need an outside perspective to shine a light on what we can improve to bring in a steady stream of clients.

Let me be the eyes of your clients, to offer 25 years of experience of my knowledge to help you improve the client experience.

I love, love, LOVE what I do!

It’s my mission to help you go from being the best-kept secret, to having consistent dream clients by mapping out your client journey and knowing how to deliver a client experience.

No matter where you are in your business, if you are just starting out or have had your business for many years, The Customer Experience needs to be at the forefront of everything you do and that’s where I come in.

These are the ways I can support you in creating a business you love…

💙 Business Clarity Intensive Day

Gain clarity on your business, who you are creating it for, your product suite and the client experience which focuses on how you want your clients to feel and how you will deliver on their expectations. A day full of clarity and creativity building the foundations of your business.
£177.00
(Virtual Event 9-3 for new or established businesses. Access to a shared Trello Board, Zoom and Voice-note support, but the day is bespoke and tailored to your needs)
https://buy.stripe.com/3csbMb9f14Web6w9AP

💙 Monthly Business Cheerleader

Have a cheerleader who cares, listens, motivates, and supports you in your journey to success! Your own personal business coach that gives you bespoke help based on your individual needs.
£197.00 (2 hours Zoom, monthly Voice-note access to me) https://buy.stripe.com/3cs17x62PbkC4I8cN2

💙Business Coach in your Pocket

Voice-note support for the Month where I’ll listen if you are stuck or excited about a new idea. I’ll ask questions, support you, suggest solutions, and be your biggest cheerleader!!! A safe, non-judgmental space where you get to talk about your business, with someone who loves to listen!
£50.00 (Voice-note access to me for 1 month mon-Fri 9-3)
https://buy.stripe.com/3csdUj0IvfAS1vW5kB

💙Add On Services (to be added)

Step-by-Step Checklist Instructions which provide detailed descriptions, templates, and formulas to make business tasks simple.

If you are ready to finally have clarity and work 1:1 with a business coach who cares, then message me to discuss your options.

Sarah x

05/03/2024

‼️You won’t want to miss this Friday Tip

So when it comes to getting testimonials, what is important is asking very specific questions that are going to give you the exact answers you need.

The answers that show social proof that you can help them achieve their goals

Let me give you an example…

I am helping my client at the moment who creates simple tech automations, so her clients aren’t a slave to their DM’s.

So it might be asking…

Can you remember what you was doing when you received your first automatic booking or payment?

Because I can remember my first automatic payment.

I remember it was late at night and me and Paul was watching a film. I had a message come through that I’d received a sale.

It was so exciting knowing I hadn’t been a slave to my phone to get that sale.

There was a sense of pride and belief that I could build business and create a seamless client journey.

This is the content her clients need to see, this is what her ideal client wants more than anything.

So instead of asking generic testimonial questions that get very nice responses, ask specific questions that are going to get you the exact answer that appeals to what your client wants.

So what questions could you ask to get specific answers that you know your clients are interested to see?

04/27/2024

This is what I’m talking about…

Making it so easy for your clients to solve their problem and give them the exact solution.

I’ve been crying out for this in the plant world for soooo long.

I am not green fingered at all, but I do know what I like and don’t like.

So I spend hours looking at Pinterest plant combinations, trying to search for the name of them, then I get overwhelmed, bored and buy nothing.

This company has nailed it…

They literally have designed certain looks, showing you the end result, and have bundled them up 🙌🏼

This will be a game changer for me now as I know the look I want to go for, and now have a template to help me achieve that look.

👏🏼👏🏼👏🏼

03/16/2024

Saturday Thought 💭 There are many Business Strategies, but the ONE that works, is the one that works FOR YOU! 👇🏼

02/08/2024

So my local petrol station is an M&S garage, I’ve been going there for years and sometimes get a bit of food shopping too.

Everytime I go, they ask me the same question, “Would you like an M&S Card?”

My response is always automatically “No thank you!”.

But today was different, today there was no big queue behind me and no where I was rushing to be, so I asked her “What are the benefits of the card?”

She told me I get money off selected foods around the store, that the card accumulates money I can deduct from my shopping.

It was as easy as her tapping this card and giving it to me, for me to have the benefits the card offered 🤯

No filling out a form, no signing up.

I got in the car and thought, “why have I not done this sooner?”

I didn’t know the benefits.

If they said to me, “do you know if you had a card, which is free of charge, you could make a saving on this bill?”

I would have got a card years ago probably saving me so much money.

So are you letting your audience not just know about the product or service you offer, but the benefits to them?

I’d love to know the benefits of what you offer.

02/03/2024

You have 0.05 seconds to make a good impression, it’s absolutely vital in todays busy online world, that you do not make your clients work hard to find information they need from you, because they WON’T!

This week I’ve worked with an amazing client Gemma who helps women who have pelvic floor issues after kids, trust their bodies again so they can get back to being active.

So in this video below, I share the first impressions of her Instagram Page.

You have minimal time to show your clients what you do and how you can help them with their problem, so make it easy for them to understand.

Gemma’s Instagram is amazing and she has a wealth of expertise and knowledge to share, but this week we have worked on the first impressions, ensuring her clients don’t need to work hard to find out more about how she can help them.

This is a BEFORE video of her Instagram page.

With the right focus and help from me, this week she has…

🤗 Crafted a new Bio

🤗 Created a mini sales page sharing who her online course is for, how it helps, what they get and the price, that she can share on Stories and save to Highlights

🤗 Created her story for a Pinned Post to showcase her own healing journey, what she experienced and overcame, and why she is passionate about sharing her knowledge and expertise with other women who are suffering

🤗 Gathered all her testimonials to add to Highlights to showcase her happy clients and how their lives have changed after her help

🤗 Created a NEW long sales post to add to her website which she will add as a link in her Bio

And so much more…

She is busy using Canva to add all of the above information to, before updating her profile, but I look forward to sharing the client journey afterwards.

The focus for our week together was to improve the client experience on her Instagram Page, so she gets to educate women and help bust the myth that wetting yourself after kids is normal.

With her help, these women no longer have to hold themselves back from doing activities that they love.

It’s been an absolute pleasure working with her, and I can’t wait to help her going forward.

In this video, I quickly go over Gemma's Instagram profile and provide feedback on how she can improve it to better attract and engage her ideal clients. I discuss the importance of a clear bio, consistent branding, and accessible highlights. I also highlight the need for specific and detailed testi...

01/30/2024

Business is a Mindset thing…

The more I work with clients, the more I realise that them knowing the strategy for attracting clients and building a sustainable business is such a small part of the jigsaw puzzle 😢

I have to support them with their mindset…

I knew there was a reason I became a life coach a few years ago, it wasn’t a wasted investment but a well needed investment to understand where my clients resistance comes from when building their business.

I have been there and it’s always a work in progress, but I have to ask my clients bigger questions to get them breakthroughs.

Usually, they want to skip parts and move on, but I want them to understand the fear, what is the fear, where’s it coming from, how can you move forward in a way that feels good for you and has the least resistance.

You have to keep moving forward.

I work with incredible people who hold themselves back because it’s serving them to do that.

Because by staying small they aren’t allowing any of their worst fears to happen.

But I know that’s not really what they want

They want to help people, but the fear of not being able to help them, or the fear of people not being happy, is holding them back.

So what’s the solution…

Understand what the fear is

Remember why you started

Allow yourself to not be an expert at the beginning

Allow yourself to work with people that you feel comfortable helping

Experiment and try new things until your clients get the desired outcome they want

Ask your clients lots of questions

Unfollow accounts that make you feel sh*t

Stay in your own lane

Ask for help

Receive support

There are so many solutions, but having someone to talk to and support you on this journey is essential!

How do you deal with your mindset and that pesky self-doubt that creeps in?

01/24/2024

I had a client call today and planned to cover her Ideal Client and the solution she offers, but what we worked on was her resistance around creating the offer.

As a business coach, it’s not always about Strategy, it’s about helping my clients with understanding what is stopping them from moving forward.

There is usually a number of reasons.

😌 Feel like an Imposter

😌 Worry they aren’t going to be able to help everyone

😌 Worry about what could go wrong

😌 Stuck on what to charge

😌 Stuck because they feel resistance from advice they are receiving that goes against what feels good to them

😌 Stuck in their head

I re-assure you all, if you have similar feelings, you are not alone 🥰

We all have these thoughts, but the easiest way to overcome them is to take action.

When you are confident in the solution you offer and the results you get your clients, you will start to feel like the expert you are.

If you don’t feel like the expert, this is why.

There will be a disconnect between your knowledge that you know can help your clients and the skills you need to deliver it to your clients that will get them the results.

How do you close that gap quickly?

You work with your Ideal Clients, you beta test, you ask for case studies to test what you offer works.

You then ensure you are creating what they actually need.

If your clients get stuck, ask why, what other knowledge do they need to know to move forward.

You add in all the necessary resources and support to get your clients the results they desire.

You will gain confidence in yourself and start to believe in what you offer because your clients are proof it works.

They will be thankful and grateful to you!

You get confirmation that the right clients, with the right determination can get the results they desire when they work with you.

Then and only then, will you bridge the gap between your knowledge and skillset.

It is ok to be at the experimental stage of your business and not charge thousands of pounds until you figure out a way to get your clients the tangible results they acquire.

Get comfortable with the fact that building a sustainable business will take time, and sometimes there will be many hours of working for little reward.

But if you believe in what you offer, stick with it, experiment, trial different things until the jigsaw puzzle starts to connect and come together.

The work you are doing now, your future self will thank you for it.

Stick with it!!!! 🙏🏻

11/25/2023

Saturday thoughts💭

It is not your job to convince your clients of your worth, but it is your job to show them why you are the expert.

11/24/2023

This ⬇️

11/24/2023

Truth Bomb 💣

No clients is the only feedback you need to understand that what you are doing isn’t working.

You may be posting consistently, showing up, doing all the things you’ve been told, but the only feedback that’s important is…

Is the effort I’m putting in getting the amount of clients I want?

If the answers Yes, then amazing, you can ramp up what you are doing to help more people.

But if the answer is No, then we have to look at what isn’t working in our business.

Who has the time and effort and quite frankly, the energy to be doing all the things and not getting the results…NO ONE!!!

It’s important to understand this.

I have been helping my clients to understand their clients, what their clients need from them, what’s missing, what offers they need to see and have been able to give them valuable insights they weren’t aware of.

Our businesses are always a work in progress, it’s not about being perfect, they will never be perfect because we are always changing and evolving and what our clients want, changes and evolves too.

But if you are doing all the things and not getting the results, then let’s have a chat to see how I can help you as I truly want my clients to succeed.

11/23/2023

You can’t please everyone…or can you?

For us to improve, we need to get comfortable with hearing constructive feedback from our clients.

I always want to improve what I offer, understand how I can deliver my message in a way that makes it easy for my clients to make the changes in their business and move forward, so I am always grateful for it.

The most important thing is to not take it personally which when it’s our business, can be hard, but it’s a skill that you need to get used to if you want to improve.

But look at what you can learn from the feedback…

🤔 Was what I promised delivered?

🤔 Could my messaging have been clearer?

🤔 How can I deliver what I offer in a more constructive way?

🤔 How can I make it easier for my clients to implement?

🤔 What did my client need from me?

🤔 Was they my ideal Client?

🤔 How can I ensure I’m only attracting my Ideal Client?

Clients are un happy when their expectations aren’t met, and we have to take responsibility for what needed to be different.

You can give the best value and information, but it becomes irrelevant to them if they got something different from what they were expecting, they will be unhappy.

The most important thing is to validate what they are saying so they feel seen and heard, and then ask yourself some of the above questions and tweak your messaging or offer where necessary.

How do you feel about constructive feedback?

11/01/2023

Hi, I’m Sarah Lloyd a Client Journey Strategist who will look at your business from your client's perspective.

At The Customer Experience Co. we're all about helping caring online business owners, just like you, create amazing customer experiences to attract your dream clients who feel so happy and grateful they found you!

No more time-wasting doing all the wrong activities in your business that bring you in zero clients, because who has time for that?

Think of me as your secret weapon, to give you insights into what to tweak or improve in your business, so your clients know instantly that you have the solution they need you do more of what you love and help more people.

That’s where my knack for seeing things from a customer’s eyes comes in!

If you are an entrepreneur with an amazing service or product that isn’t selling as much as you thought and you feel on the brink of giving up, let me help you!

You can find out more about what I do in my FREE Facebook group where I talk about simple strategies to attract, nurture, convert, and wow your clients by creating an amazing client experience.

Join Here: https://www.facebook.com/groups/thecustomerexperienceco/

Sarah x

11/01/2023

I am seeing so many posts talking about the importance of business strategy if you want to survive in this online space and create a sustainable thriving business.

I am happy that I recognised the importance of this in creating client journies for my own clients and am on my way to becoming a Certified Launch & Strategy Coach.

When you have a clear strategy, it makes it so much easier to look at individual areas and see what needs tweaking.

So if your launch only attracted 1 person, what was the Attraction Strategy in your business? How did you let people know about what you offered?

Did you just use your social media?

Did you use others platforms and audiences to attract?

Did you use stories, emails, reels?

The more you understand the client journey and where your audience come from the easier it is to tweak it or to double or triple down on the activity that you are already doing.

Then once you’ve attracted them, how are you educating them about your offer?

Is your messaging clear to your Ideal Clients what you offer, when you’re offering it and how you are delivering it?

What are the benefits to your clients?

What will they achieve once they’ve worked with you?

How will their life or business be different?

What methods are you using to nurture?

Challenges, masterclasses, freebies?

How many did you attract into these?

How many converted?

Without a plan or a clear strategy it’s all just a guessing game.

Having a clear strategy or client journey as I like to put it, will help you to see what parts need tweaking to get the desired outcome you are after.

This is what I help my clients to understand and achieve in their businesses.

Is this something you do already or are you winging it?

P.s There is no shame by the way, most the time it’s the lack of awareness around what you need to do 🥰