What is the difference between the Client Experience and the Client Journey? Let’s break it down
Client Journey
The client Journey is the steps or stages a client moves through when they work with you. Often through phases like “lead” “booking” right through the fulfillment of the service or product. This is more about process.
Client Experience
The client experience is a deeper look at the journey through the emotional side of things. Curating touch-points, interactions, and adding value at strategic times can influence how a customer perceives you and your brand. That timely blog post you send before a person comes in for a massage for the first time that goes through your process and how to prepare. Or having a consultation before the actual service to give the client more information and ease nerves. These in essence creates customized experience just for them.
The client experience can be a huge tool for you as it is the basis for how many people refer you and what you offer. It is the overall perception and entire relationship you have with your clients that will ultimately produce raving reviews ad word of mouth marketing.
Where to Start
So where do you start when creating these for your business? This relies on knowing your process so make sure you have your process dialed in before go any further.
I recommend starting with defining your Client Journey and the stages someone will go through during their time working with you. This will give you a map to further develop the experience through adding your unique touch points and information that is strategically placed throughout the journey.
I have a course to help you do just that. We will build your client experience from the ground up using tools and automation to make sure you are delivering a consistent experience to everyone. Click the button below to learn more and signup.
