Your client experience doesn’t start with a workflow or a fancy journey map. It starts with the words you choose and the tone you set.
In this solo episode, I’m breaking down the 5 Client Experience Essentials — the layered framework I now use to help creatives build businesses that book faster, serve better, and feel easier to run. And while most people start with automation or journey mapping, I’m here to tell you why the real foundation of your experience is your client communication.
If you’ve ever felt like your backend was “done” but your clients still seemed confused, clunky, or ghost-prone — this one’s for you.
Find It Quickly:
01:10 — The 5 Client Experience Essentials, defined
02:10 — Why most creatives start with the wrong layer
02:28 — House analogy: what communication, workflows, and delivery systems really are
03:14 — Why poor communication breaks even great systems
04:31 — Your voice is the experience: what builds trust
04:53 — Where journey mapping fits (and why it’s not step 1)
05:14 — What to fix first if your experience feels clunky
05:37 — From systems strategist to experience architect
06:06 — Inside Email Like You Mean It and how it helps
📘 Email Like You Mean It – My self-paced course for writing strategic, on-brand client emails https://coliejames.com/email
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Apple Podcasts: https://podcasts.apple.com/us/podcast/business-first-creatives/id1626652456
Spotify: https://open.spotify.com/show/5btYwigg8aN6UCzImRvEfb?si=3b4e1ce675734fba
