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E197: Why Client Experience Is Critical with Kim Breiland

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Why is it important for businesses to block out distractions and focus on what really matters, especially in today’s tough market?

Providing an exceptional client experience isn't just about what you deliver, but how you make your clients feel throughout their journey with you.

In this week's episode of the Lean Out Your Business Podcast, I am joined by Kim Breiland, a customer experience expert and creator of The Customer Experience Formula™. Kim specializes in helping entrepreneurs and small business owners grow their businesses without burning out. 

We explore it’s crucial for businesses to avoid distractions and focus on the essentials. Kim shares her story, including her background in psychology and customer service at Princeton University, stressing that businesses need to offer not just good products but also great customer experiences. She explains key moments for keeping clients engaged and the risks of ignoring customers after they’ve made a purchase.

Kim also gives practical tips, like adding a personal touch to business interactions, making sure the customer experience is smooth, and gathering regular feedback to make clients feel heard. Her advice, backed by her certifications in neuroplasticity, offers a well-rounded approach to balancing both emotional and business needs.

 

In this episode, Kim shares the critical role client experience plays in business success including:

  • How personal interactions can improve client satisfaction
  • How to implement effective feedback loops
  • How to evolve your client experience in line with market changes
  • Ensuring each customer interaction is positive and impactful

 

"Retaining clients should be as much a priority as acquiring new ones. Both are key to improving profit margins."

-           Kim Breiland

 

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ABOUT THE SHOW

The Lean Out Your Business Podcast is a show dedicated to helping entrepreneurs accelerate business growth and simplify success.

Hosted by Crista Grasso who has been helping businesses for more than 2 decades to lean out by optimizing what's working and eliminating anything not adding value. 

If you are ready for more time back in your day and more profit in your business, while doing business differently and growing and scaling on YOUR terms, tune in to the podcast.

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