297: The Referable Client Experience

MarketingLeadership
Written By Michele Williams

297: The Referrable Client Experience

Joining me today on the podcast is Stacey Brown Randall—a returning guest and someone you’re going to love hearing from again. Stacey has been on the show twice before, and today she’s back to share insights from her brand-new book, The Referable Client Experience.

You may also know her as the author of the multiple award-winning book Generating Business Referrals Without Asking, and as the host of the hugely popular podcast Roadmap to Referrals. Beyond her work as a consultant and coach, she’s also a wife and mom of three, bringing a grounded, real-world perspective to everything she teaches.

In this episode, we’re diving into what it truly takes to create a client experience that naturally generates referrals—without the awkward asks or uncomfortable scripts. You won’t want to miss this conversation.

Topics Mentioned:

  • Emotional Connection

  • Client Experience

  • Consistency in Connection

  • Referral Strategies

Listen to the Episode

Key Thoughts: 

The Referable Client Experience Book Overview

  • This book explores how businesses can create a client experience that generates referrals.

  • The focus is on being a referrable business to begin.

    Enhancing Client Referral Experiences

  • It is important to create a referable client experience beyond just delivering results.

  • Understanding how people feel when referring others, not just the results, highlights the need for a repeatable process to ensure consistent positive results .

  • Focusing on client feelings is crucial for generating referrals.

    Client Experience Emotional Design   

  • Intentionally craft a client experience to align with desired outcomes.

  • “Ideal Client Reaction Script” involves identifying 3-5 key emotions or reactions clients should experience and ensuring your process is crafted to achieve these outcomes.

Enhancing Client Experience with Consistency

  • Having a repeatable process allows for consistency in approach and delivery.

  • Clear SOPs that are documented encourages the client experience to be analyzed from start to finish.

AI and Human Connection

  • AI has a place in client experience models, but it cannot replace human connection.

  • Identify which touch points can be automated, and which should be done by a human.

Contact Michele:

Contact Stacey:

References and Resources:

Michele Williams
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