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Overcoming Challenges in the Client Experience

In this episode, Mike Walker takes us to one of TWC’s in-person events, where he shares his experiences and insights on building a business without compromising your values. A key piece of advice is to fully understand your customer’s vision for their future success during onboarding calls. Don’t assume their picture of success matches yours – ask questions to understand their goals. Mike also discusses strategically setting client expectations around the client journey. Think about the emotional highs and lows clients may face at different points in working with you. Address potential pain points proactively so clients know what to expect.

Additional tips covered include defining time-to-value and key performance indicators to track progress. Conduct quarterly business reviews to set collaborative, measurable 90-day goals with clients. Getting quick wins builds momentum while having aligned visions of success keeps people motivated to push through challenges. Celebrating milestones along the way further reinforces the value clients are getting. Overall the episode provides pragmatic strategies for improving the client experience and nurturing long-term relationships.

What You'll Find In This Episode:

  • (00:44) Understanding your customer’s vision of success.
  • (08:13) The importance of time to value.
  • (10:21) How 90-day sprints drive significant progress.

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