Ep 237 | Creating The Exceptional Client Experience That Attracts, Converts and Builds Retention with Natalie Madrigal

If you're building a business where actual humans pay you to work with them, there's a part of it almost nobody is talking about — and it's the part that determines whether people buy from you, stay with you, and tell other people about you.

And it’s not your marketing – it’s the experience.

In this episode I'm joined by my friend Natalie Madrigal, founder of Perfect Your CX, who spent more than a decade in customer success and community across tech — including Meta and Google for Education — before building a business helping expert-led businesses turn the customers and community they already have into their biggest source of growth, revenue and referrals.

(She's also on the panel at Passionate & Prosperous LIVE! this October, and I could not wait to have this conversation with her!)

In this juicy episode Natalie and I cover a lot of ground! We get into why the experience someone has with you starts long before they ever pay you a dime, and what it means to deliver on the promise your brand is making.

We talk about the trust recession — where it came from, what the boom of the last few years did to people's willingness to invest, and how much of that comes down to people buying things and then being completely abandoned.

And one of the things we are both obsessed with is how the customer experience has been flattened into "systems and automations" in the online space, and why that's backwards — because this is actually one of the best places in your whole business to let your personality and your judgment show.

We break down the difference between being salesy and making someone feel special (which is something I coach on constantly!) And we geek out on retention as a revenue strategy, which almost nobody in this industry talks about.

In this episode you'll hear:

• Where the customer experience actually begins — and why it's much earlier than most people think
• Why "customer experience" is not the same thing as systems and automations, and what gets lost when you treat them as interchangeable
• What the trust recession is, where it came from, and what it means for anyone selling human-centered work right now
• The difference between being pushy and making someone feel seen — and why following up is not the same as being salesy
• Why retention might be the most overlooked revenue strategy in this entire industry
• What to actually automate, what to keep your own eyes on, and how to tell the difference
• The small, unglamorous things you can start doing right now, whether you have three clients or three thousand

Natalie is a sponsor and will be at Passionate & Prosperous LIVE! for both days this October, as well as on the panel — The Human Edge: Building Your Personal Brand in the Age of AI. Every single attendee is getting access to the suite of apps she's built, plus a personalized onboarding session with her.

And if you want the free gift she mentions on the show — find her on Instagram, send her a "hey," tell her you came from my world, and she'll let you pick one.

Find Natalie:

• Instagram: @perfectyourcx
• LinkedIn: https://www.linkedin.com/in/natalie-madrigal/
• Perfect Your CX: https://perfectyourcx.com/

Passionate & Prosperous LIVE!: Your Genius Edge is happening October 16th & 17th in New York City. GET YOUR TICKET HERE!

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