STEP 5.1: A CASE STUDY
Builds a Growth Engine
Isabelle's launch was a success, and she booked out her first 5 "Brand-in-a-Box" spots! Now she needs to deliver an amazing client experience that is also scalable.
The Challenge
How can Isabelle provide a high-touch, premium experience for her productized service without it turning back into a time-for-money freelance project? She needs a system.
The Action
Isabelle uses the 'Customer-Centric Growth' Flywheel as her guide, focusing on the 🎉 Delight phase.
1. Map the "As-Is" Journey
Her current process is a series of back-and-forth emails. It's manual, slow, and prone to error.
2. Brainstorm "Delight" Opportunities
- The Onboarding: "Instead of email, I can create a dedicated client portal with a welcome video, a clear timeline, and a brand questionnaire. This makes it feel professional and organized from day one."
- One Week Later (New): "What if I sent a small, physical gift box with a welcome note and some items that reflect their brand's new aesthetic? This would be a total surprise and delight."
- At Project End (New): "Instead of just emailing a zip file, I can schedule a final 30-minute 'brand handover' call to walk them through all their new assets and answer any questions. This ensures they feel confident and empowered."
The Outcome
Isabelle designs a repeatable, high-touch client experience that makes her productized service feel like a premium, white-glove engagement. This system allows her to deliver consistent quality and generates rave reviews that fuel her growth.