Creating a seamless and impactful customer journey is essential for any marketing agency aiming to build long-term relationships and retain clients. Inspired by Joey Coleman’s “Never Lose a Customer Again,” this blueprint outlines the first 90 days of a client’s journey with your agency. These initial stages are crucial for setting the tone, establishing trust, and ensuring long-term success.
Day 1-7: The Welcome Phase
Stage: Assess and Onboard
As soon as the contract is signed, your client should feel welcomed and reassured that they made the right choice. Within the first week, send a personalized welcome email, including an introduction to the team members they will be working with. Schedule an onboarding call to discuss their goals, expectations, and the specifics of the project.
Key Actions:
- Send a welcome email with team introductions.
- Schedule and conduct an onboarding call.
- Provide a detailed timeline and outline of the first 90 days.
Day 8-30: The Immersion Phase
Stage: Early Engagement and Initial Deliverables
During this period, focus on engaging your client deeply with your agency’s process. Share a personalized project plan and keep them informed with regular updates. Deliver the first set of agreed-upon tasks, whether it’s a strategy document, initial ad drafts, or campaign outlines. Transparency and communication are key to ensuring your client feels involved and confident in your process.
Key Actions:
- Deliver the first set of tasks or deliverables.
- Schedule weekly check-ins to review progress.
- Send a personalized report at the end of the first month.
Day 31-60: The Connection Phase
Stage: Building Trust and Demonstrating Value
As you move into the second month, it’s essential to continue building trust. This is where you start to demonstrate real value. Share early wins and progress reports that align with their goals. Use this time to address any concerns and fine-tune strategies based on feedback.
Key Actions:
- Provide detailed progress reports with early wins.
- Hold a strategy review meeting to adjust plans if necessary.
- Introduce additional team members who will be involved in the project.
Day 61-90: The Celebration Phase
Stage: Reinforce Commitment and Celebrate Milestones
By the third month, you should be reinforcing the client’s decision to work with your agency. Celebrate any major milestones, such as reaching a key performance indicator (KPI) or launching a campaign. This is also the time to gather feedback to ensure continued satisfaction and address any lingering issues.
Key Actions:
- Celebrate a milestone with a personalized gesture, such as a thank-you note or small gift.
- Schedule a 90-day review meeting to discuss results and future plans.
- Gather feedback through a client satisfaction survey.
Conclusion
The first 90 days of a client’s journey with your agency are critical for laying the foundation of a long-term partnership. By following this customer journey blueprint, you can ensure that clients feel valued, see tangible results early on, and remain committed to your agency for the long haul.