Client Touchpoint Mastery™ Coaching Series

Client Touchpoint Mastery™ – The Coaching Series
Transform your client experience from transactional to transformational. This 6-week guided coaching programme equips your team with the tools, maps, and mindset to reimagine key service moments, increase loyalty, and turn every touchpoint into a competitive advantage. Designed for forward-thinking leaders who want to create unforgettable client experiences, one moment at a time.

Client Touchpoint Mastery™ is a 6-week coaching programme designed to help leaders and teams systematically elevate their client experience. Through guided coaching, mapping exercises, and customized implementation sprints, participants will redesign their client journey around high-emotion, high-impact moments that create loyalty, drive referrals, and increase lifetime value.

Duration

6 Weeks (Option to extend to 8 weeks for deeper implementation)

Format
- 6 x Weekly 90-minute Live Coaching Sessions (via Zoom or in-person)
- 1 x 1:1 Strategy Session with a Strategy+Coach Advisor
- Worksheets, Templates & Touchpoint Playbook
- Bonus: 90-Day “Moments That Matter” Implementation Guide

Weekly Coaching Breakdown:

Week 1: The Client Experience Shift

- Redefining service in a loyalty economy

- Understanding the power of emotional inflection points

- Introduction to the “Moments That Matter” framework

Week 2: Client Journey Mapping Mastery

- Map your current client experience

- Identify friction, flat spots, and forgotten moments

- Spotlight your top 5 high-impact touchpoints

Week 3: Designing Signature Moments

- What “world-class” looks like at each touchpoint

- Tools to reimagine ordinary interactions into extraordinary ones

- Emotion mapping, story triggers, and service choreography

Week 4: Aligning Your Team & Culture

- Embedding your new standards across teams

- Creating rituals, scripts, and rhythms for consistency

- Building your internal ‘Experience Culture’

Week 5: Systemizing for Scale

- Turning magic into systems

- Tools for measurement, feedback loops, and coaching staff

- Integrating touchpoints into SOPs, onboarding, and CRM

Week 6: The 90-Day Client Experience Game Plan

- Define your “Next 90”: what’s changing, when, and how

- Accountability tools and client feedback loops

- Rollout support and sustainability check

Ideal Participants
- Heads of Client Service or Customer Experience
- Entrepreneurs scaling high-touch service models
- Franchise managers and operations leads
- Marketing/Brand experience teams