005: Building a Scalable Client Experience Team with Erica Wood

Erica's been in client service the majority of her career: from helping children and parents in hospital settings, to scaling a VA staffing business, to helping founders design holistic client experiences, she's always been focused on creating proactive, compassionate, and intentional service journeys. Not reacting to things as they come up.This is what we mean by "10x everything" not being enough of a strategy. Just getting 10x more clients in the door won't necessarily provide more profitability... in fact, it could be costing you. In Episode 5, we go DEEP into the difference between being reactive (fixing issues with customer service) vs. being proactive about your client journey - and what it looks like to find team members for your clients who can operate more strategically.In other words, if you’re scaling fast but losing clients just as quickly, you’re always putting out fires and trying to figure out why good clients don’t stick. This episode gives you an alternative.Take Erica’s Client Journey Quiz to find out if your delivery model is helping or hindering your client retention: https://forms.gle/KnHYu3WvK8pmJLVeA