Episode 107 – What Hosting an All-Inclusive Retreat Taught Me About Client Experience

Hi friends, welcome to this week’s episode of the Brand Strategy Podcast where we’re diving into all things client experience. I feel I have a unique perspective to share with you about client experience, because not only have I spent the past seven years as a brand designer and strategist walking not only my branding clients through an intentional experience that is elevated and full of heart. But I also have the perspective as the founder and host of the Illume Retreat. If you’re not familiar with the Illume Retreat, it’s an all-inclusive three-day retreat for creative entrepreneurs who are striving to build businesses that operate from a clear place of purpose. Throughout my five years of hosting the Illume Retreat, I’ve been challenged to figure out how I can take my experience of surprising and delighting my attendees during an all-inclusive in-person retreat into a process that elevates a client experience within your own business. How hosting an all-inclusive retreat taught me about client experience Show Note Highlights: 1:45 – How I learned to stop chasing after someone else’s definition of success. 3:20 – From the past five years of hosting this retreat I’ve learned so much in client experience that I want to share with you. 5:50 – In order to create a space for truth and clarity, it comes down to every last detail and that comes to life through the client experience. Here’s how I create an experience where my attendees feel seen, heard, and welcome from the space and the experience I create for them. #1 – Envision How You Want People To Feel 6:45 – I always think about how do I want my attendees to feel? From the moment they walk in the door at the welcome session to the final bittersweet welcome dinner, I am constantly thinking about the emotional feelings I want my attendees to experience. 8:05 – I want to elevate my attendees client experience by creating opportunities for them to feel seen, loved and heard. 9:05 – First when they walk through the door, I focus on validating emotions by acknowledging them out loud. I start by acknowledging how I’m feeling in hopes that it gives my attendees the space to acknowledge how they feel too. 9:25 – Then I take it one step further by creating physical spaces that are conducive to the kinds of emotions I hope to inspire throughout the days ahead. 9:55 – Think about how you want your clients within your business to feel throughout your already existing client experience process. #2 – Create Opportunities to Surprise and Delight at Every Turn 10:45 – Brands that surprise and delight are the kinds of brands that inspire a sense of value within us. 11:30 – Think about what are some organic ways you can surprise and delight your clients? 11:50 – I’m talking through why I don’t believe you need need to shower your clients with gifts in order to have a good client experience. Here are other ways I surprise my branding clients within the time we work together. #3 – Anticipate What Your Client Needs From You 12:40 – Take a minute and think back to an incredible one-o...