Build the client & customer experience your business deserves.
I will partner with you (and your team) as an expert in human behavior and research to map out your small- or large-scale luxury experiences.
As a growing company, your responsibility to your clients and customers gets larger every day.
I want to help you sell with more confidence, clarity, and integrity. Not just right now, but for years to come.
I’d love to partner with you to build a client-centric experience that you can be proud of and that you clients and customers will love.
Did you know?
Some very smart people from Bain & Company and Harvard Business School discovered that increasing your customer retention rate by 5% can increase profits by 25% to 95%.
This is even more true for E-Commerce businesses!
But how do you increase your customer retention rate?
By using your customer experience to create happy customers.
The happier your customers are, the more loyal they are and the higher your customer retention rates will be.
However. I don’t just want you to have happy customers, I want them to be ecstatic. And that’s what happens when you use my Luxury Client Experience (LCX) framework.
Take it from a (former) therapist... sometimes more is less
It's time to take a step back and ask yourself one thing:
“Am I making this about me or am I thinking about the client/customer?”
Putting the customer first (AKA, being a customer-centric company) means that every decision you make is based on who your customer is and what they need from your company in the moment. It’s about solving the small problems you know they’ll run into. And it’s about knowing them well enough to build a path that will help them reach ultimate success, satisfaction, and loyalty. That’s where the LCX Clinic comes in (keep reading).
Hey there! Chris here . Listen, I’ll be there first to admit that I’m a full-on nerd. But I’m also an expert in human behavior and research… so it looks like all the nerdiness is paying off.
I’ve used what I learned during my 10+ years studying what causes humans to act and react to develop the LCX Framework (explained below) and bring data-driven customer retention strategies to growing small businesses. That way CEOs like you would have a step-by-step guide to turning strangers into loyal clients and clients into raving fans.
P.S. This framework is how I landed a $30,000 contract during my first year in business (and turned that one contract into $110,000 and counting in revenue).
I’d love to do the same and more for you as your CX Consultant!
The LCX Clinic
It’s the quickest and most efficient way to see potential roadblocks and opportunities for growth.
You’ll leave the Clinic with:
What exactly happens during an LCX Clinic?
You, me, and up to 3 key members of your team will spend half a day* co-creating a client or customer experience map for your next launch or for an experience that already exists. And we’ll get this done in 3 steps.
Step 1: Know your client/customer.
I’ll provide templates that will allow you to:
- Set client-centric company objectives
- Choose a primary client profile
- Empathize with their customer journey
Step 2: Leverage and innovate.
Together we’ll apply the LCX Framework (more on that below) to your experience map. We’ll map out:
- The Before: Advertise & Welcome
- The During: Delivery, Feedback, & Bonus
- The After: Follow-Up
Step 3: Take action.
We’ll end our time together by making sure you have complete clarity, we’ll:
- Have a CEO Debrief
- Select your top priority
- Outline next steps
Why a map?
I’ve always found that it’s the best place to start. After all, The best and fastest way to get where you’re going is knowing how you’ll get there.
Mapping your experience won’t just help you improve customer service and satisfaction. It’ll help you make strategic decisions about product development, sales, and marketing. An experience map will help get a team of any size on the same road to true customer success.
Design a company culture where clients & customers come first.
Schedule an LCX Clinic
Please give me 2-3 business days to review your application and get back to you. Once we’re both sure that this is the right next step for you, I’ll send you a direct link to my calendar.
I've worked with CEOs from many industries
They discovered that each phase of an LCX is just as important as the next.
1. Invite Phase
How will you attract the right people to purchase from you?
2. Welcome Phase
How will you set the tone and expectations for the entire experience?
3. Delivery Phase
How will you do the work, show that you're true to your word, and blow people's minds?
4. Feedback Phase
How will you learn/fix what's working and what isn't?
5. Bonus Phase
How will you delight with thoughtful surprises?
6. Follow-Up Phase
How will you wrap up the experience and invite people back?
Like you, they wanted simple, custom solutions for making their customers happy.
I meet you (and your business) right where you are:
This is for you if...
If after implementing the strategies I recommended during your consult you find that they haven’t worked for your business, email me with details within 30 days of your session. And I’ll double your investment by hopping back on the phone as soon as our schedules allow, going back over what we discussed in our meeting, and eliminating any lingering confusion, free of charge.