Optimize the client experience

Identify and prioritize your most important client relationships. This lesson explores various segmentation characteristics so you can create a clear, purpose-driven approach. You’ll reflect on what you’re solving for, see how segmentation drives firm growth and complete a segmentation grid to clarify which clients warrant additional attention and investment.

Build a client experience that reflects your values, enhances your brand and creates consistency across your team. This lesson helps you define the feeling you want clients to walk away with — and reverse-engineer the experience that creates it. You’ll use tools to articulate your value proposition, shape key experience touchpoints and streamline onboarding to start strong.

Turn your strategy into execution with a clear service matrix. In this lesson, you’ll define what you offer, to whom and how often — so your team can deliver consistent, high-quality service without overextending. You’ll also map your service tiers to internal capacity, helping ensure that your commitments are realistic and aligned with your team’s time and strengths.