Eric Deeran shows how mapping your client journey with a tool like monday.com increases retention, referrals, and revenue. Track each client's progress through stages like kickoff calls and delivery, mark activation points that signal milestones, and give clients access to the board so they see what's coming next.
What's going on everyone? In this video, I wanna talk about what a client journey actually is so you can understand what it is and then how you can engineer your own client journey so you can understand how to have better client success. And better client success obviously translates into more money and, uh, more revenue for your business cuz people stay longer, they pay you longer, they're happier, they tell their friends, they refer more people, right? And I, I think this is something that a lot of people just lack and it was something that I lacked before, uh, I created this as well. So as far as what a client journey actually is, A client journey is exactly what it sounds like. It's a client's journey after working with you. So they, while they're working with you. So let's say that client pays you, right? What's the exact thing that happens after that? Like steps 1 through 100. Let's say they sign a 6-month deal with you. What are they doing immediately? What are they doing month 2, month 3, month 4, month 5, month 6? And then how are we having a conversation with them to then upsell them later after they've had success, with you and working with you, how do we upsell them to another package down the line? So that's what we mean when we say client journey. So as far as what I like to do, I like to use monday.com. You can use whatever you want. You can use a Google Doc. I just, I have found that using monday.com really works well for this stuff. So for what I do is I basically map out either the stages or the months of what I'm doing. Now you may have more stages than this, but for this, basically what I'm doing is I'm saying, hey, look, month 1, what am I doing? First thing they're doing is they're booking the kickoff call. And then what I can do is I can mark this as done. So I know exactly when it was done and what date we did it. And I would make a new sheet for every single client. So I'd make a new one of these for every single client that I bring on. Now within the client journey, within month 1, you're gonna have different things that happen within month 1. Now I'm not gonna map out your entire client journey 'cause everybody's client journey is going to be different. So you need to take time and sit down and figure this out. But as far as what you want to do is you wanna map out every single thing that's happening, right? So book kickoff call and then work with team on micro content ideas. And then maybe it's something like shoot micro content ideas. And then it's something like deliver microcontent ideas. And within every client journey, there's what we call activation points. So an activation point is gonna be something where the client hits a certain milestone with you, which makes them more likely to continue with you. Now, for example, let's say an activation point in this scenario is activation point 1 is you just shot the microcontent. So now, woo, cool, we shot it, we're done. That's activation point 1 for the client because it's, it may not be translating directly into making them more money right away, but it is something where it's milestones in the process for them to hit whatever outcome it is that you told them you were gonna help them hit, right? So activation point 1 would be, you know, it could be whatever you want, but it could be delivering the content. Activation point 2 could be posting the content, or it could be getting an increase in traffic from the videos, right? Activation point 3, you get the point here. You're gonna wanna map this out. And this may look kind of familiar because if you're in this program, you have one of these. I made one of these for you. So like, look at what we did. And obviously this is a coaching program and you would be selling done-for-you video services, but it's the same exact concept. So look at what we did with you as far as the Monday board and showing you exactly what we did. And I would do the exact same thing for your client journey because it's so, so important for them to know where they're at within every single stage. And I would give the client access to this Monday board. Now you can use whatever you want. I'm sure you could use like ClickUp or any other software to do this. It doesn't really matter, but I would highly, highly, highly recommend that you do this because it translates into the client knowing where they're at. What the next steps are, and they understand every step of the process and they're not unclear about anything about what's coming up next. So this would be an example of what a client journey is and then how to engineer your own client journey. I'd go through here and start really thinking about, you know, month 1, what am I going to be doing for them? Month 2, what am I going to be doing for them? Or stage 2, what am I, what am I going to be doing? It doesn't have to be separated out by months. It can be, it could be separated out by weeks, it could be separated out by stages. It's completely up to you. But I hope you get the picture here. Around why we want a client journey, because we want a choreographed process every single time a client comes on board with you. So it's the same experience every time, and none of your clients get left by the wayside. So let me know if you have any questions on that. And, uh, that is what a client journey is and how to map one.
