A short recorded coaching conversation about improving client retention by designing a better client journey. Key recommendations: minimize "time to first value" so clients receive an early reward; define 1–3 activation points (milestones such as funnel setup, first lead, or social campaign launch) and map them across weeks/months; schedule client satisfaction surveys (week 1, month 2, month 3) to track happiness; over-communicate status and timelines to build trust; and show measurable progress (followers, impressions, leads) with action-oriented reporting and future 30/60/90-day optimization plans.
Chapters
What can I help with? I know you're going over your client journey and you're.
Yeah, that'd be helpful if you could just help guide me on that really quick. I feel like it pretty quickly it kind of just breaks down because they like have the onboarding and then we schedule a bunch of stuff. But then month two just kind of seems like a repeat. Yeah, repeat.
Here's, here's where you want to think about it. 30,000 foot view. So whenever you have a client journey, you have, you have time to first value. Do you know what that is? I'm sure you do.
Yeah, yeah, I would assume so. Yeah.
Yeah. So like that's as quickly, like how quickly do they get some sort of value from working with you? And so you want your time to first value to be as short as possible because it's like that dopamine hit. Like if you've ever read Comic Habits, I don't know if anybody has read that here. So there's like a loop that people go through. So it's like Q, like, oh, this need cool. I'm going through the problem, I'm going through fixing it. And then eventually everybody has to get a reward, otherwise they stop doing the behavior. So like you need to give that. It's like you know, giving a mouse a piece of cheese. So it's like you have to give your client that reward as quickly as possible so they stay motivated and they, they want to continue to work with you. And what people notice is, is they figured out, most figured out that like if a client comes in and works with you and they like, the shorter the time to value, the more, the higher the lifetime value that that client actually is. Right. So the more they're going to pay, the longer they're going to stay, the more they're going to renew with you. You want to figure out like, what is that thing that I can give them or try to help them do as quickly as possible. So maybe it's like you deliver the videos or you, you set up their website or you get their funnel set up or whatever it may be. You get that within like two days. So they're awesome. Like it doesn't always have to be a financial outcome. So getting time to first value down as short as possible is number one. And then number two is like figuring out what are your one to three activation points for the client. And so like every client journey has activation points. Those are typically milestones that make the client more valuable. So like maybe number one is you get the funnel set Up. That's activation point number one. Right. You do more of like the high level stuff. Maybe activation point number two is like they get their first lead. Like, maybe it's not like the best leads yet, but like they're working, you're working on getting higher quality. The second activation point is that, you know, you get them more leads, you get them. And then the third activation point is like you launch their social media strategy campaign. And so like we want to get to those, want to look at like, what are those activate points and how quickly can I get them there? So like maybe month one or week. Week one or week two is the funnel. Week two is. Or, you know, month two is the, you know, setting up the actual campaigns. And then month three is where you start launching their social campaign. So you just want to map out like, what are all those. We're going to be doing over line. Because there's going to be different things you focus on throughout the journey, if that makes sense.
Yeah, that's great.
Think about those things. And then what I would do is build in a client survey within like the first week, the first, the second month, and then like the third month. So you can survey where they're at. And I have an example client survey in the, in the portal. But you can survey where they're at and how happy they are throughout each point. So then you're making sure it's pretty consistent as a, kind of like a drop as they work with you.
Yeah.
And then you want to make sure the, the last thing I'd say for client fulfillment is over communicate. So, like, even if you're not getting things done, like if you're not getting a ton of things done right up front, over communicate and give them timelines. Because humans are kind of psychologically wired to be okay with waiting for things if you can give them updates on it. I stole this from Layla Hormozi. I think it was. It was like, why do port delays continuously remind you after every 30 minutes that the airplane's still delayed? Because it's like, oh, oh, like it's still delayed. Got it. They feel better when they have an update. So make sure you have a cadence where you're checking in with them, either over slack or whatever it may be. Hey, we're setting up the funnel, right? Hey, we're setting up this. Hey, this is going to be done by this week. And then you say that you're going to do something and you do it. And then you start to establish this trust with them where he's like, oh, Nathan told me funnel would be up by Tuesday. It's up by Tuesday. He told me he'd check in by end of week. He checked in by end of week. So then they can kind of like ease the foot off the pedal and they feel like they're getting a lot of value from it because you're doing that. That check in with them.
Yeah, that's really good.
Any questions on that? But that's just map out your journey and like, what are all those you're gonna do? Because, like, you might be doing something different in month two becomes like more of the same. You want to figure out how can I start adding things to my journey to kind of get them re excited again.
Yeah.
You know, because if it's just the same thing, like month two, month three, month four, month five, you're gonna, you're gonna start to see churn there because they're gonna get kind of tired of it and they're gonna. Unless they're seeing improvements.
That's real. Do you think I could add, like, as I told you about. I'm just doing social content for him every month and we'll meet like once a month, talk through how he thinks things are going. But I don't really have anything else for him besides what we're already doing reporting.
Can you show him it's going up? Like, you just want to show him, like, hey, we're. We are increasing in the amount of followers we're seeing. We're increasing the amount of impressions we're increasing in like, like medical reporting thing. You can just like send them a report and go over the report with them and then give them like, hey, here's things we're going to optimize this month as opposed to next month. So, like, I have a media buyer works with me for all of our stuff and like, he'll give me a report and then he'll tell me what the action items are for the next 30 days, 60 days, 90 days. So then I'm like, okay, cool, we're starting to go up here. I see where we're going.
Yeah.
And so you kind of like future pace end of like, what's going to. What's going to come and get excited for it.
