Let’s start making businesses feel human again
Last weekend was a long weekend here in the states, and it finally gave me some much needed time to slow down and reflect… and honestly scroll because the weather was truly awful.
What kept coming up for me was how hollow and empty so many posts felt.
I know this is nothing new… all of us in the online space have been hearing the term “trust recession” for a minute now.
And I also know how much we have on our plates right now (mentally, physically and emotionally) and sometimes it’s just easier to have chat or claude write that quick caption or turn that carousel post into an email.
Here's the thing, though, I don't think the answer is just "post more authentically." I think the answer lives deeper than your content strategy. I think it lives in your client experience. After years of more content, more automation, more optimized-everything, people are craving something that actually feels human.
But I also think that the experience should start before someone becomes a client… the “client experience” needs to start the moment someone enters your little corner of the internet
Think about the last time someone followed you on Instagram. What happened next? Did anything happen? For most businesses, the answer is nothing. Or maybe at the very least, an automated message that reads exactly like an automated message.
Tools like ManyChat make it genuinely easy to send a welcome message the moment someone follows you. But the part that matters isn't the tool. It's what the message says and whether it actually sounds like you. Ask a real question. Make them feel like they landed somewhere worth being. And then, this is the part people skip, actually respond when they write back.
That one moment, done well, does more for trust than a month of content.
And then there's the moment when someone actually wants to become a client! This is such an exciting point AND also a crucial one that sets the tone for what they can expect from working with you.
When a new client signs on with you, what do they actually experience in those first 48 hours? Are they hearing from you right away, either directly or through a warm, personal automation? Or are they sitting in silence wondering if they made the right decision?
I've seen this gap close deals and I've seen it lose them. A welcome email sent immediately, an onboarding process that feels organized and intentional, a touchpoint that says we've got you - these aren't small details. They're the difference between a client who refers everyone they know and a client who quietly doesn't renew.
The businesses I've watched weather every algorithm change, every content trend, every AI wave are the ones who decided early on that the experience they create is the differentiator. Not the freebie. Not the funnel. The experience.
This topic of community and client experience has been living in my head for a while now and I've been putting together something I'm really excited about.
I'm going to be offering a Client Experience Half Day: a focused, strategic session where we look at every touchpoint in your client journey and make it feel as good as the work you actually do.
It's not open yet, but if this resonates with you, I'd love for you to get on the waitlist. You'll hear about it first and receive some awesome bonuses too. I'll be sharing more details soon, but you can join the waitlist here in the meantime!