STEP 5.1: A CASE STUDY
Builds a Growth Engine
Maria's launch was a success, and she enrolled her first 5 coaching clients! She's thrilled, but also realizes that her manual onboarding process isn't scalable. It's time to build a system.
The Challenge
How can Maria provide a professional and personal onboarding experience for every new coaching client without manually doing everything? She needs a system that feels high-touch but is low-effort to maintain.
The Action
Maria uses the 'Customer-Centric Growth' Flywheel as her guide, focusing on the 🎉 Delight phase.
1. Map the "As-Is" Journey
Maria lists her current manual process: get payment notification, manually send a welcome email with a PDF workbook and a link to her calendar. It works, but it's slow and prone to delays.
2. Brainstorm "Delight" Opportunities
- The First Email: "Instead of a plain text email, I can create an automated, branded welcome email with a short, personal 'thank you' video from me!"
- Accessing Materials: "A PDF is okay, but what if I hosted the program materials on a simple, password-protected client portal? It would feel more premium and organized."
- One Week Later (New): "What if I sent an automated check-in email asking how Week 1 went and sharing a surprise bonus resource, like a guided meditation audio?"
- Three Weeks Later (New): "After they've had a few weeks in the program, I'll send an automated email asking for mid-point feedback. This shows I care and opens the door for a testimonial later."
The Outcome
By thinking through the 🎉 Delight phase, Maria designs a simple, automated system that provides a better client experience and naturally gathers feedback for testimonials. She now has a growth engine that runs in the background.
New Customer Journey: New Client Enrolls → Automated Welcome Email & Portal Access → [1 Week] Surprise Bonus (Meditation Audio) → [3 Weeks] Mid-point Feedback Request