The Robyn Graham Show - Success without Social - Life and Business Growth Strategies for Christian Women, Coaches and Service Providers - 353. Client Retention Strategies to Increase Profitability with Katrina Scarlett

353. Client Retention Strategies to Increase Profitability with Katrina Scarlett

10/15/24 • 28 min

The Robyn Graham Show - Success without Social - Life and Business Growth Strategies for Christian Women, Coaches and Service Providers

Increase your business profitability through Enhanced Client Retention Strategies.

Many entrepreneurs wonder why their revenue is not increasing. They often blame sales and marketing. Why? Because they are not making meaningful connections when investing in marketing and sales strategies. There is a hidden key to increasing profitability: client retention strategies. Enhancing your customer's experiences lays the foundation for improving profitability.

Understanding Client Experience vs. Customer Service

Client experience refers to a customer's comprehensive journey while interacting with a business. It includes every touchpoint, from initial awareness to post-purchase follow-up. Within this broad framework, customer service represents the actions taken to support and nurture clients directly. Excellent service is crucial for client retention, ensuring clients feel valued and connected rather than just a data point in a system.

The Five Pillars of Client Experience

Culture: An organization's client-centric culture is foundational. Leaders must prioritize placing the client's needs at the forefront of business strategies.
Service: Exceptional service involves consistent support and genuine interactions that foster trust and satisfaction.
Offers: Businesses should ensure their offerings are aligned with client needs, providing meaningful solutions that contribute to a seamless experience.
Operations: Streamlining operations focusing on client convenience can improve service delivery. Procedures should be evaluated not only for efficiency but also for their impact on the client journey.
Journey: A holistic approach to client experience keeps clients engaged with the brand beyond immediate transactions. A positive journey encourages longevity and advocacy.

The Role of Personal Branding

Personal branding is integral to the client experience, impacting lead generation and retention. Aligning brand values with client expectations builds trust, fostering deeper relationships. This connection endures beyond the buying process, encouraging referrals and organic growth.

Katrina Scarlett's Website

Read the full show notes

Download the free eBook, 5 Crucial Strategies to Start and Grow a Sustainable Business

Increase your business profitability through Enhanced Client Retention Strategies.

Understanding Client Experience vs. Customer Service

The Five Pillars of Client Experience

Culture: An organization's client-centric culture is foundational. Leaders must prioritize placing the client's needs at the forefront of business strategies.
Service: Exceptional service involves consistent support and genuine interactions that foster trust and satisfaction.
Offers: Businesses should ensure their offerings are aligned with client needs, providing meaningful solutions that contribute to a seamless experience.
Operations: Streamlining operations focusing on client convenience can improve service delivery. Procedures should be evaluated not only for efficiency but also for their impact on the client journey.
Journey: A holistic approach to client experience keeps clients engaged with the brand beyond immediate transactions. A positive journey encourages longevity and advocacy.

The Role of Personal Branding

Katrina Scarlett's Website

Read the full show notes

Download the free eBook, 5 Crucial Strategies to Start and Grow a Sustainable Business

Previous Episode

352. You need to do research before you hire a business coach

The decision to hire a business coach can feel daunting. But suppose you want to eliminate the guesswork in starting and growing your business. In that case, hiring a business coach is crucial.

You might be thinking, if hiring a business coach is crucial to my long-term success, how do I hire the right one? First, research to ensure you hire a business coach that will help solve your most pressing challenges. Second, hire a business coach you can trust and feel confident hiring.

Hire a business coach that aligns with your values.

If you're considering hiring a business coach, do your research. People and coaches aren't always what they appear to be—questions to ask to determine if the coach is aligned with your values.

Is it clear what this coach believes?
Does this coach have new-age beliefs? You'll learn this from the copy on their website and social posts. Do they use terminology like the universe, manifestation, astrology, heart-centered, etc.? This question is imperative if you are a Christian and want a coach who aligns with your values.
Does the coach use curse words? They probably aren't a good fit for you if you do not or if that language offends you.
Is it clear who this coach serves and who their soulmate clients are? Do you fit into the person described in their copy?
If you are a woman, do you want a business coach for women who will truly understand your challenges of work, family, motherhood, and womanhood? This coach/client relationship is invaluable. Your femininity is crucial to your business success and living authentically and confidently in who God created you to be. Having the support of a female business coach is a blessing because she will understand the challenges of being a female entrepreneur.

Questions to determine if the coach provides the value you desire and expect in a business coach:

Does this coach have the experience and expertise I need? How long have they been in business? What is their career journey? Are they certified?
Will this coach understand my business and what I need?
Can this coach help me with all aspects of my business? If they specialize, then be sure that specialty is where your root problem(s) lies.
What do testimonials say about this coach? Do they indicate she/he can help me?
Do this coach's clients have businesses similar to mine?
Did the coach provide value on the discovery call? Was it proven that she/he is the one to hire?
Can I trust this coach?
Do I feel an emotional connection with this coach?

Read the full show notes and access all links.

Download the free eBook, 5 Crucial Strategies to Start and Grow Your Business For Sustainable Success Without Social Media.

Next Episode

354. Do you need to niche down?

In a saturated marketplace, it is crucial to niche down.

With so many online entrepreneurs, it's more important than ever that your message is clear and people readily recognize that you hold the key to the solution they need. How can you accomplish this? By niching down. When you niche down, your message becomes uber clear, and you have more opportunity to stand out amidst the sea of online noise.

What does it mean to niche down?

If you think you can help everyone, you will ultimately help no one. That's a zinger. But it is a harsh reality.

When you talk to everyone, the people you can best help may not recognize that you are speaking to them. Your message should be so clear that it both attracts your ideal client and repels those who are not a good fit.

Niching down means narrowing your scope, but that doesn't mean you are limiting your business. There is no need to fear a decrease in revenue or experience a scarcity mindset.

It means you will become so clear on what you do and who you serve that there is no doubt by anyone who comes across your content or website. When that happens, your best-fit clients will know you are the one to follow and ultimately hire.

How do you approach narrowing your scope and identifying your niche?

The best way to approach niching down and identifying your niche is to think about an hourglass. The top of the hourglass is full, just like your brain is full of ideas and ways you can help many people. But here is where your message is unclear until you have narrowed it down with specificity.

Start small and expand. This philosophy is beneficial if you are multipassionate.

Read the full show notes and access all links.

Free resources

Download the free eBook 10 Strategies to Grow Your Business Without Social Media to learn more ways to market your business.

How to write website copy - Episode 328

What does a business need to succeed - Episode 321

Client retention strategies to increase profitability - Episode 353

The content you need to prove that you are the one to hire - Episode 260