Roadmap to Referrals

Latest Episodes:

#162: Leveraging the Alumni Client Stage Jul 20, 2021

Show notes

What do you call your past clients? And how do you continue the client experience when they are done being a client so you make sure they come back as a repeat client and send your referrals? This episode is all about leveraging the final stage of client experience.

All resources mentioned in this episode can be found on the show notes page at www.staceybrownrandall.com/162.

#161: In Action: Active Client Stage Jul 13, 2021

Show notes

I love it when I can bring on business owners to discuss how they put something into action that they learned through one of my program and the success they had doing it. We're back with another interview as Jackie Ho of ho&lacy Architecture as she walks us through her firm's active client stage. We discuss her biggest ah-ha about tweaking her client experience after she went through the Sticky Client Experience program and some of her favorite adds to her CX.

All resources mentioned in this episode can be found on the show notes page at www.staceybrownrandall.com/161.

#160: Client Experience Q&A Jul 06, 2021

Show notes

Every 10th episode we pause allowing me to answer listeners questions. This episode - #160 - we're answering your questions on the client experience. Questions about the best and worst stage to ask for a client to be a reference, what's the stage before the client experience starts and reasons why COIs refer but not clients.

Resources for this episode can be found on the show notes page www.staceybrownrandall.com/160.

#159: Mastering the Active Client Stage Jun 29, 2021

Show notes

We are knee deep in our Client Experience Series and continue to look at each of the 3 stages of the client experience, with this week's episode focused on the active client stage. If you've been following along, then you know the active stage follows the new client stage. But depending on the type of business you have, the active stage might last indefinitely or might have an end date. In this episode we dive in to the why of the active stage, when it starts, its length and how to reconcile the work touch points vs. the relationship-based touch points.

All resources mentioned in this episode can be found on the show notes page at www.staceybrownrandall.com/159.

#158: In Action: A New Client Stage Jun 22, 2021

Show notes

In the previous episode on the Roadmap to Grow Your Business podcast, we dug into the first stage of the client experience. The new stage. In this episode I interview Erin Smith of Cultivating Connections Travel Planners so she can share how she took the parts I teach in the new client stage and put it to work in her business.

For resources mentioned in this episode, you can check out the show notes page at www.staceybrownrandall.com/158.

#157: Nailing the New Client Stage Jun 15, 2021

Show notes

We've talked about the definition of the Client Experience, when it starts, when it ends (if it ends). We discussed the two-part formula that makes up the client experience and gave you a high-level overview of the 3 client experience stages. Now we will take a few episodes to dig in to the 3 individual stages and hear from business owners along the way who have already put what you're learning into practice. For this episode we dive into the New Client Stage.

For resources mentioned in this episode, check out the show notes page at www.staceybrowrandall.com/156.

#156: Three Stages of the CX Jun 08, 2021

Show notes

If you've followed this podcast for awhile (or are a member of any of my programs and participate in my free training), you know when I teach - I go step-by-step and break things down to make understanding and implementation easier. As we are learning the ins-and-outs of the client experience (CX), a key piece to "seeing" it within your business is understanding the 3 stages of the CX. The 3 stages are the new, active and alumni stage. But not all businesses have all 3 stages. And to determine when each stage starts and stops for your business needs to be considered. We dive into the 3 stages in this episode, #156 so join me!

All resources mentioned in this episode of the Roadmap to Grow Your Business podcast, can be found on the show notes page at www.staceybrownrandall.com/156.

#155: Nuts & Bolts of the CX Jun 01, 2021

Show notes

As we start to build or tweak or refine your Client Experience, we need to get the foundational parts in place of the CX. We're calling this episode the nuts and bolts. Specifically answering when the CX starts, when (or if) it ends and the 2 part formula that makes up the CX. Resources mentioned in this episode can be found on the show notes page at www.staceybrownrandall.com/155.

#154: This Should Drive Your Client Experience May 25, 2021

Show notes

When helping business owners create their own client experience, we start with one particular activity to help them decide what type of experience to build. From this activity, we create the experience touch points that evoke the emotions they want their clients to have while working with them. I unpack the steps of this activity - start to finish - in this episode.

You can find the resources mentioned in this episode on the show notes page at www.staceybrownrandall.com/154.

#153: Bottom Line Impact of the Client Experience May 18, 2021

Show notes

A strong, intentional and sticky client experience does many things for your business. In this episode, we look at 4 bottom line impacts the right client experience can have on your business. You already know I'm going to say receiving referrals is one of the 4 (and a personal favorite of mine) but what are the other 3? Let's dive in.

All resources mentioned in this episode can be found on the show notes page at www.staceybrownrandall.com/153.

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