Ep 16: Creating A Better Client Experience By Optimizing Your Post Sale Client Journey
What if you could increase your revenue simply by creating a more intentional and personalized client journey for your client's post-sale?
This is the strategy that Katie Peacock, a conversion copywriter and backend automation strategist suggests service-based look at to add 5-6 figures to their bottom line without paying for ads, doing launches or creating new offers.
Here are 5 Post-Sale Profit Strategies Katie shared recently on The Soulful CEO Path Podcast:
1. Maximize Existing Client Relationships
Here’s a simple yet powerful truth: your most likely buyers are the people who have already purchased from you. Instead of focusing solely on new client acquisition, invest time in nurturing and re-engaging existing clients. This approach not only improves your return on investment but also fosters deeper trust and loyalty.
To implement this, map out your client journey from onboarding to offboarding and identify touch points where you can introduce additional offers, collect feedback, or request referrals.
Automating these interactions ensures they happen consistently and at scale, without requiring ongoing manual effort.
2. Build an Offer Suite That Supports Client Evolution
A key to backend sales success is having a clear structure for how clients progress through your offers. It is recommended to create a suite that includes:
Intro Offer: A low-risk entry point where clients can experience your work.
Signature Offer: The core transformation you provide, delivering the highest value.
Continuity or Ascension Offer: A follow-up program or service that supports clients in sustaining their results or progressing to the next level.
Even if you’re just starting out, having one offer in each category allows you to cater to client needs at different stages. For example, after completing a high-ticket program, clients might benefit from a monthly membership to maintain momentum, or a VIP upgrade to deepen their experience.
3. Automate Feedback and Tailor Your Offers
Automation tools can transform how you collect and use client feedback. By integrating surveys or feedback forms into your client journey, you gain valuable insights into their experiences and future needs. It is important to capture “voice of customer” data—direct client language that you can use to refine your offers and marketing messages.
Practical steps to implement:
Use automated email sequences to request feedback at key points, such as halfway through a program or during offboarding.
Segment clients based on their responses to send tailored offers or resources.
Incorporate their feedback into dynamic sales pages or follow-up emails, ensuring each communication feels personalized and relevant.
4. Create a Seamless Evolution Phase
The midpoint of your client journey is a prime opportunity to enhance engagement and retention. This “evolution phase” is the moment to check in with clients about their progress, identify gaps, and offer solutions. For instance, if a client expresses interest in a specific topic during this phase, you can introduce an upsell or cross-sell that aligns with their goals.
Automated tools like conditional formatting in email platforms allow you to customize communications based on client behavior. For example:
If a client clicks on a resource about advanced strategies, follow up with an invitation to a related mastermind.
Use their feedback to identify opportunities for tailored offers that deepen their transformation.
5. Leverage Referrals and Word-of-Mouth Marketing
Referrals are one of the most effective ways to grow your business, and your happiest clients are often your best advocates. Integrate referral requests into your backend systems to encourage organic business growth. By automating referral incentives—such as discounts, exclusive content, or other rewards—you can turn satisfied clients into enthusiastic brand ambassadors.
Automation tools can help streamline this process by:
Sending timed emails asking clients to share their positive experiences.
Providing personalized referral links or codes.
Tracking referral activity to reward clients who bring in new business.
6. Elevate Client Experience with Personalized Automation
One of the biggest misconceptions about automation is that it’s impersonal. We can argue the opposite: when done right, automation can create a deeply personalized experience. By using tools like WriteMessage or dynamic email segmentation, you can tailor your messaging to reflect client-specific goals, challenges, and achievements.
For example, you could:
Highlight client milestones in your email communication.
Offer exclusive upgrades based on their engagement with your program.
Create dynamic sales pages that adapt messaging to reflect the client’s journey.
Why Backend Sales Automation Matters
In today’s market, client acquisition costs are higher than ever, and buyers are becoming increasingly sophisticated. By focusing on backend automation, you not only improve efficiency but also deepen client relationships, increase lifetime value, and create a more sustainable business model. Even small tweaks to your backend processes can lead to significant revenue gains—up to five or six figures per quarter for established businesses.
Ready to Scale? Start Small, Then Automate
For businesses at any stage, backend sales automation is accessible. Start with simple strategies:
Introduce feedback forms.
Offer tailored upsells or cross-sells during offboarding.
Automate referral requests.
As you grow, invest in more advanced tools to refine and scale these processes. By aligning automation with your client experience, you’ll create a business that feels both intentional and effortless.
For more insights on implementing these strategies, listen to the full episode of The Soulful CEO Path featuring Katie Peacock.
🎧 Listen to the full episode here:
Apple: Soulful CEO Path on Apple Podcasts
Spotify: Soulful CEO Path on Spotify
