Client Touchpoint Mastery™

Turn Ordinary Moments into Signature Experiences

Client Touchpoint Mastery™ is a one-day intensive workshop designed to help you elevate your client experience at the moments that matter most. Whether you lead a service team, run a franchise, or drive customer success, this workshop gives you the strategy, structure, and tools to design unforgettable moments and create raving fans. Walk away with a tailored playbook that turns your client journey into a competitive advantage.

This high-impact, one-day intensive is designed for leaders and teams who want to elevate their client experience from serviceable to sensational. We’ll help you uncover the key emotional moments in your client journey, where trust is won, loyalty is earned, and reputation is built.

You’ll walk away with a custom “Moments That Matter” Map, practical upgrades to your top 5 touchpoints, and a clear strategy to hardwire excellence into every interaction.

What We Cover:

1.       The Psychology of Client Experience
→ Why certain moments matter more than others
→ How memory, emotion, and repetition shape client perception

2.       Mapping the Journey That Matters
→ Plotting your full client journey
→ Isolating the top 5 emotional inflection points

3.       Touchpoint Design Lab
→ Reimagining each moment: before, during, after
→ Embedding WOW moments into the ordinary

4.       Service Signature Activation
→ Codifying your standards into systems
→ Aligning your team with rituals, language, and behaviour

5.       Action Sprint: Your 90-Day Experience Plan
→ Quick wins, team huddles, and accountability rituals

Who It’s For:

·       Leadership teams

·       Customer success teams

·       Franchisees and store managers

·       Client service or brand experience specialists

Outcomes:

ü  A custom map of your 5 most powerful client touchpoints

ü  A playbook of enhancements to create “unforgettable” moments

ü  A shared language across your team around service excellence

ü  Immediate implementation steps to upgrade CX within 90 days