Scaling Your Customer Experience with Sustainable Infrastructure

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Hey girl, Hey, and welcome

back to this episode.

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Now, throughout the season, I've been

talking about your big girl, your big

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boy business, and making sure that you

had tools in place or had the ability

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to hire help to do those tasks and those

things that you don't understand, or

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that just aren't in your wheelhouse.

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As you grow as a business owner, going

from that solopreneur to team or from

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that team to a larger enterprise, then you

start realizing that there are things that

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you just should not be doing as a CEO.

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Now last week's episode, I honed in

on that customer experience journey.

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What does that look like?

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Ensuring that no matter where people

enter your business ecosystem, that

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that journey stays the same throughout.

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So your social media, your website,

your even the, once they're sold, once

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they bought the product or once they

purchase your services, making sure

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it all looks the same and it's all

streamlined, that they get the same.

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Energy now how people

always say, keep that.

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Keep that same energy . Keep that

same energy throughout the entire

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process when you are thinking

about your customer experience.

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And when it came to record this episode,

I started thinking about a client that

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I've been working with because it's

something important that we often forget.

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The customer experience is very important.

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Yes, it is.

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And I would say it is more important than.

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Your business goals, your customer

experience, a great customer experience

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will help you reach your business goal.

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So I think if you pour more

into your customer experience,

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your goals will be met.

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However, I always have a caveat.

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Don't create a customer

experience that you as the owner

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or you and your team cannot.

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Sustain.

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So when you're creating these, and what I

mean by that is when you're creating the

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tools or the paths that people are going

to be able to experience your product.

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Don't do it on platforms or using

tech or using whatever software that

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you or your team are not equipped to.

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maintain, or you're not

equipped to sustain.

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And the reason why I bring this up is

that I was helping a client with her

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customer experience journey on her website

and also integrating tools that would

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help her create a better experience.

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So we looked at a couple options

when it came to doing intake.

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A lot of my customers do require

that their clients fill out some

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kind of form or some kind of

application before working with them.

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Every client is not the same.

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One client may need a CRM or another

client may just be only comfortable

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with using the things that are

incorporated into WordPress elements

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or like the forms, because that's

what they're used to working with.

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So when you're creating that, when

I was creating the journey for her

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customers and what that experience

looked like, I had to make sure.

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That it also aligned with her

business's capabilities as far as tech.

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And as far as, uh, the weight,

the amount of services there.

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They can fulfill an amount of products.

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They can fulfill.

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I'm doing the same thing

with another client.

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So she actually sells physical products

I've been on a call with her marketing

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team We have calls with our branding team

So we can make sure that that experience

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when people go into her website when

people interact with and I think I

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talked about this Last episode when they

interact with her products in person.

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What does that journey look like?

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but on the back end What kind of tech am

I incorporating to ensure that her and

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her team can sustain it or that her and

her team, if they need to scale, if they

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need to shrink down, do they have those

options with the, infrastructure that I

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build or the infrastructure that I help

them incorporate when it comes to their

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customer experience and their website.

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So as you dig into your brand and as you

dig into what does my customer journey

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look like, you need to think about.

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Okay.

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What does their journey look like?

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But what can I maintain?

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What can I sustain?

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Cause if you can't sustain it, then

your experience is going to flounder.

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It's going to flop and flop.

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They don't flop and flounder anyway.

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Your experience is going to

deteriorate because you created

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something that sounded great.

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It briefs well, that's what

I say that all the time.

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It briefs well, but at the end

of the day, it's not sustainable.

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So think about that as you're moving

through, these episodes, as you're

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hearing from the experts, as you go

back and listen to past episodes,

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thinking about the visibility trifecta,

thinking about what is that next move?

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How do I scale?

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What do I do next?

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Make sure that you incorporate

things that are sustainable to you.

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And if you are struggling with your

customer experience and the infrastructure

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that you've built, reach out.

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A lot of times what happens is people

have someone build their website or

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they're like, Oh, I need an email list.

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Let me go purchase ConvertKit.

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I'm just throwing names out there.

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Let me go get ConvertKit

because I need an email list.

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And I heard this is the best.

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Oh, but I need this thing too.

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So let me go get Dubsado.

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Oh, and I need this thing too.

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So let me go get this thing.

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And all these things are

disjointed and none of the things

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are talking to one another.

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So your experience, the journey that your

customers are going through, it feels

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very hodgepodge and not put together

because one, you've grabbed up all

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the tools and they're not talking to

each other, nor are they streamlined.

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Nor does it feel the same.

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That is why it's important

as when you're hiring.

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People to build your brand, help

you build that customer experience.

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Make sure everyone's speaking on

the same page and they're having

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the same goal for your business.

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And I'll leave you with this one

last example, because I'm excited

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about the project that's coming

up is I have a client that I'm

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working with now and I'm going.

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To her photo shoot, I'm going on set

to one, make sure we get the images

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that we need for her website, but

two, that they also are creating

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cohesive customer experience.

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She's had a brand designer

and the brand strategy session.

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She has.

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A beautiful strategy.

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She has, beautiful logos,

colors, fonts, all those things.

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And I'm excited for us to launch.

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She has the copy that is

speaking to the people.

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And it's funny with the name

that speaks is in the name of her

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business, but the copy is copying.

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And so when it comes to the images,

the photographer, he's received

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all the things far as the copy and

the strategy, but the website is

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where it all comes together in one.

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And I'm going to her shoot to make sure

that we get the images that we want,

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but they also continue to tell that

brand story so that as clients come

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to her, they are receiving that same.

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Customer experience from beginning

end from social media, to website, to

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purchase, to working with her as a coach.

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Or if it's from in person event

to working with her, to website,

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to working with her as a coach.

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Podcast interview, to website,

to working with her as a coach.

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You see that piece in the middle

that I keep bringing up the website.

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If you have not gotten it yet,

the website is the heartbeat,

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the nucleus of your brand.

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And people are coming from all pieces of

the ecosystem to that central hub to make

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that purchase or to book your services.

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All right, y'all.

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That's all I have for now.

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if you have any questions, hit me up.

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I love to hear from you.

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And just remember when you're building

that customer experience journey.

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Don't build it in a way

that you can't sustain it.

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Make sure you build it in a

way that you can sustain it.

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I'll talk to y'all in the next episode.