Episode 96: Cultivating Client Experience and Disrupting Norms—with Noah Fleming
Instead of always having to get more and more new clients, what if you focused on keeping the ones you have and getting them to help you get more business?
In this Craft of Consulting podcast episode, I interview Noah Fleming, a management consultant who shares his MMP principle for delighting and keeping clients and leveraging those engagements to get more. He also reveals why he deliberately breaks norms in his own business and with his clients and how that contributes to profitability and success.
In this episode, we talk about:
Focusing on keeping clients, not just getting new ones
Making every client experience meaningful, memorable, and personal
Modeling what the companies Chewy and Zappos do in an affordable, scalable way
Going over-the-top with existing clients during the pandemic
Maximizing client value beyond the dollars that you get from a client, including through case studies, testimonials, referrals, and word of mouth
Making a list of everything that's considered an industry norm in your or your client’s industry and asking how you could break them
Developing solutions based on what clients are trying to accomplish and not by default
Recognizing that the more value you offer, the higher your fees can be
Building unbreakable trust in yourself as well as self-esteem self-confidence
Investing in yourself through a coach or mentor
Continuing to refine your approaches
Understanding that there nobody else like you and that is a selling point