11. My exact process for designing irresistible customer experiences

In this episode, I flip the script and answer a question I was originally asked to answer during a recent guest podcast interview:

“What’s the process you follow for creating standout customer experiences?”

There was only so much detail I could get into as during my chat with the podcast host, but this is where I walk you through my step-by-step framework for designing and improving customer journeys—whether you're launching something brand new or optimizing an existing offer.

I share how I use audience feedback, intentional design, strategic automation, and data to create customer experiences that build loyalty, spark joy, and drive repeat business—all while being manageable as a solo business owner and mum of three.

If you’ve ever wondered how to turn your customer experience into your competitive advantage, this is your behind-the-scenes look at exactly how I do that.

What we cover:

• Why Customer Experience Is Your Competitive Advantage – And why it should start well before the purchase and extend long after.
• The 4 Essentials of a Standout Brand Touchpoint – Every customer interaction should be valuable, relatable, actionable, and manageable.
• How I Design Customer Journeys for New Offers – Including how I co-create with my audience before launching anything.
• How to Optimize Existing Offers Using Data and Feedback – Real-life examples of what I added or improved in my offers based on client input.
• Why Automation Doesn’t Mean Impersonal – How I create automated systems that still feel human and strategic.

View the episode transcript here.

Where to from here?

Grab the State of the Customer Report FREE right here.

Generate 10 tailored-to-you survey questions FREE right here.

Join Retention Lab🧪, the community to help you b uild a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month .  Join here!

Find out how you can get my strategic customer experience brain on your brand here .

Check out my favourite CX tools and resources here.

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