Is Your Client Experience Costing You Business?

Too many agencies think the client experience starts when the work is won and

ends when the contract finishes.

But that’s a dangerously narrow view.

In reality, the client experience begins long before a signature hits paper - the

moment they encounter your front-of-house. Your website, your LinkedIn, your

pitch, your responsiveness, your tone, every interaction is shaping perception. Are

they aligned, are you saying the same message, do they position what you sell?

And it doesn’t end when the work wraps up. It continues through how you

offboard, how you keep in touch and how (or if) you re-engage.

The Emotional Ebb and Flow of Client Sentiment

Client sentiment isn’t linear. It ebbs and flows.

 Excitement when they first discover you.

 Curiosity during the sales process.

 Relief when they choose a partner.

 Anxiety if onboarding goes quiet.

 Satisfaction when you deliver well.

 Doubt if value isn’t reinforced.

 Frustration if communication falters.

 Disengagement if the partnership feels transactional.

If you only focus on project delivery, you’re ignoring the emotional journey your

clients are on. And emotions, more than logic, drive loyalty, referrals, and

renewals.

The First 100 Days: Where Loyalty is Built or Lost

The first 100 days after signing are critical. This is where buyers remorse can set in!

It’s where you either solidify trust or sow seeds of doubt.

Too often, this period is where communication dips. The excitement of the pitch

fades, internal handovers stall and clients are left wondering:

“Did we make the right call?”

“Are we a priority now the deal is done?”

“Will they deliver on what they promised”

Silence is a killer. Don’t let it define your early relationship.

Value-Driven Touch Points: The New Competitive Advantage

Clients don’t just want results. They want to feel seen, supported and valued

throughout the journey.

Ask yourself:

 Are we clear on what our clients feel at every stage?

 Are we delivering real value or just ticking boxes?

 Do our clients feel like they’ve entered a partnership or signed up for a

service?

Every stage, from first impression to lapsed re-engagement, is a chance to

reinforce your value or undermine it.

Want to Find Your Gaps?

If you’re not sure where your client experience is thriving or falling short, I’m

offering a Client Experience Workshop this September for just £250.

In this session, we’ll:

 Map out each stage of your current client lifecycle from first contact to re-

engagement.

 Audit existing touchpoints and communication.

 Identify missing moments that could make or break loyalty.

 Create a plan to turn your experience into a partnership-building machine.

Your clients should never feel like just another account. Let’s make sure they don’t.

Book your Client Experience Workshop today – available throughout September

for £250.

Email me to secure your spot – Jo@clientsuccessmatters.co.uk