Customer Experience and Why Your Business Needs It – Episode 68

Customer Experience

Aside from getting new customers, you must realize that taking care of your current customers is equally as important for your business. In Episode 68 of the Business & Life Conversations Podcast, Leanne Webber will talk to us about the importance of creating a rich and juicy customer service experience that will keep clients staying with your business for a long, long time. We will also talk about the meaning of customer experience and how you can apply it to your business with actionable tips you can implement in your business today.

Important Links Mentioned in the Show:

Leanne Webber Instagram

The Founders Team Instagram

Business Masterclass – The Ultimate 4-Step Framework for Creating a Sustainable and Profitable Business

Australian Business Collaborative Facebook Group

Finding Balance in Business Women’s Retreat

Angela Henderson Website

Angela Henderson Active Business Facebook Group

Angela Henderson Facebook Business Page

Angela Henderson Instagram

Prefer to read Customer Experience and Why Your Business Needs It? Here’s the transcript:

ANGELA:

You’re listening to the Business and Life Conversations Podcast with Angela Henderson, Episode 68.

Hey there, you’re listening to the Business and Life Conversations Podcast. My name is Angela Henderson and on this show, we talk about improving your business, life or both. By having amazing and rich conversations with brilliant guests who will inspire you and who will give you tips and tricks to help you grow both in life and in business.

Well, hey there amazing people. Welcome back to another episode of the Business and Life Conversations Podcast. I am your host, Angela, from Angela Henderson Consulting where I am a Business Consultant helping women in business to develop the foundational framework and strategy they need to grow sustainable and profitable businesses.

Now, I’m really looking forward to this episode today because so often in business, people are worried about getting new customers that they often forget about taking care of the customers they have in creating a really rich and juicy experience that will keep them staying with your business for a long, long time. And today, we’re going to talk with Leanne Webber from The Founders Team about the importance of the customer experience, what does customer experience mean, how it applies to your business and we’ll also give you some actionable, little tips that you can implement now in your business.

But before we jump into this episode, I just want to let you know that this episode is sponsored by my new Business Masterclass, The Ultimate 4-Step Framework for Creating a Sustainable and Profitable Business. In my 60-minute jam-packed Masterclass, you’re going to learn from me my signature four-step framework for creating your sustainable and profitable business without sacrificing time with your kids, without the overwhelm or without wasting any more cash. Also, what we’re going to talk about the four big business mistakes that everyone in business makes and why they’re keeping you from growing your sustainable and profitable business. And lastly, I’ll wrap it up in the online Masterclass is what is working for businesses now and why most of what you’re being taught about growing your business is outdated and wrong. To sign up for my on-demand Masterclass, simply head to bit.ly/masterclasswithangelahenderson and we’ll make sure to also put this link in the notes. Again, the link to sign up for the Masterclass is bit.ly/masterclasswithangelahenderson. You don’t want to miss out on the amazing Ultimate 4-Step Framework for Creating a Sustainable and Profitable Business Masterclass.

Alright folks, let’s jump into today’s amazing episode with Leanne to talk about customer experience.

Welcome to the show, Leanne.

LEANNE:

Thank you so much for having me.

ANGELA:

How’s your day going so far?

LEANNE:

Very good, very productive.

ANGELA:

Well, yes, you were just saying right before we hit record that you’re looking at moving from the Sunny Coast down to Brisbane. Exciting times for you?

LEANNE:

Yes, very mixed feelings about leaving the beautiful Sunshine Coast but I am excited to connect with everyone in Brisbane again.

ANGELA:

So yes, so trying to; I’m sure juggling, running the business, packing; a variety of things; it always is busy. 

LEANNE:

Yes, definitely. We’ve been very smart about it, though. So we’ve decided, my husband and I to start packing a couple of weeks ago and just do one room every weekend.

ANGELA:

Oh, that’s a fantastic idea.

LEANNE:

Very organized.

ANGELA:

And listen, you’re moving down to Brisbane, and as you know, it’s a pretty small world. I find like definitely in Australia, someone knows someone who knows someone. What happened is I did call up for podcast guests, I had a few openings, I reached out, and little did we both know that when we connected that we were interconnected with three other pretty amazing business owners, which is Steph Taylor, we’ve got Anita from Wordfetti, Stevie Dillon; and it is, like I say, you never know who knows; who knows you or knows someone else. Like, it’s just such a truly small world.

LEANNE:

It really is, especially in Brisbane.

ANGELA:

Yes, like again, like when I first moved here obviously from the US, so I was in a smaller; I’m from Canada as many people know, but I was in the United States, and we moved down to Tassie. I’ve already done my masters in Brisbane. But when I moved back this time from; like you’re a little bit older, you’re not going out to the pubs drinking all the time and all that, I was like, I find that in Brisbane, specifically, there’s a lot of people who’ve been here for a very long time. So they kind of have gone to high school together, they’ve done the uni together, they’re now bringing their kids up together. So it is like, again, that essence of everyone kind of knows everyone is really true, specifically in Brisbane. But collectively, Australia, you just; I’m always running into people, they’re like, “Oh yes, you know this person.” So yes, so welcome to the show. It’s great to have you.

LEANNE:

Thank you. I’m so excited to be here.

ANGELA:

So, I always, as the listeners know, like to start off with a fun question because I think it’s important that the listeners get to know you a little bit more for who you are before we jump into the nitty-gritty. So my question to you today is are you a coffee, tea-drinker, mojito-drinker; what’s your drink of choice?

LEANNE:

Okay. So before 3:00 P.M., definitely coffee. After 3:00 P.M., I’m a real mixture; I love an Aperol spritz of rosé, red wine, beer; any of those would be fun.

ANGELA:

You’ll take one. Anytime. And especially for those who’ve never been to Queensland before, our summers are extremely hot. So again, I’m sure, any of those would be a beautiful selection for you there, Leanne, on a nice hot day in Brisbane, or just any day, really.

LEANNE:

Yes, a lovely; we do like to go out for a beer on a Sunday afternoon at the Sunshine Coast in summer.

ANGELA:

Exactly. And the Sunshine Coast though, the vibe up there again, for people that don’t know is a very different vibe. It’s a little bit more laidback; I find that people are more likely to go outside instead of staying in their homes for the majority of the time. It’s just; it’s a really great vibe up at the Sunny Coast. So I can only imagine back in the true day, we would call them Sunday sessions.

LEANNE:

Yes.

ANGELA:

I can’t really say I have many Sunday sessions anymore out at a pub or karaoke bar because the hangovers are way too much for my life. But yes, I can appreciate the nice essence of a Sunday sesh up at the Sunny Coast. It would be fab.

LEANNE:

Yes.

ANGELA:

So now, we obviously know what your before 3:00 P.M. drink is, what your afternoon drink and Sunday sesh drinks are. Tell the audiences a little bit about your business background; where have you come from, what are you doing and what does that look like?

LEANNE:

Okay. So, about two years ago now, my husband and I started a software development business where we build custom platforms for medium-sized businesses. And about two years into that, I was feeling pretty lonely, I was feeling like I didn’t really have many business friends to chat to about the challenges that we were having or just to get general business advice. So, I organized a mastermind meeting just by reaching out to people that I follow on Instagram, some people that I knew of, and organized a mastermind meeting to connect with people that kind of understood what it’s like to be in business because my family and friends didn’t really get it. 

I organized a mastermind meeting down in Brisbane and when I posted a photo of that on Instagram, I received so many inquiries from people wanting to join in, feeling the same way that I had been feeling. So within two months, I had another 35 customers or I call them members of The Founders Team and created a new business from a need that I had. 

ANGELA:

Fantastic.

LEANNE:

So that was; yes. And I just; I love it. I feel so, so grateful to be able to do what I love every day. It was only last year that I started the business and really found my passion. I really didn’t know what I wanted to do with my life. So yes, I’m very grateful and just loving life, basically.

ANGELA:

Fantastic. And again, as I was talking about before, I love seeing anyone in business shine. But again, I have a huge passion about making sure that women in business, particularly, don’t fail in business because it’s a high statistic for us. So again, going back to what is it that really makes you spark and giving yourself permission to go like, “Hey, I wasn’t finding joy and happiness in what I was currently doing with the hubby and the software company,” and really validating and allowing yourself to sit and pivot. Because a lot of people, “Well, if I pivot, what does that mean? Or what will people think of me?” Or etc. So well done, my hat goes off to you because not everyone has that strength to do that.

LEANNE:

Thank you. It was definitely a process, it didn’t happen overnight. It did have a little meltdown. I remember, one Saturday, I was sitting in the bath drinking beer, listening to TED Talks about how to find my passion. So it was definitely a process, but yes, it’s really good to be here now in this space now.

ANGELA:

Now, customer experience, some businesses do this really well; others, not so much. But in my opinion, it’s imperative for business growth. I’d love for you just to start off by explaining to everyone so we’re all on the same page what the definition of customer experience is? 

LEANNE:

So the customer experience is the entire journey that your customers will go through. So that’s starting at awareness when they come across your brand for the first time all the way through to post-purchase or post-service. So it’s every single touchpoint that your customers have with your business; how easy it is to do business with you, how your customers feel when they are doing business with you, and do those feelings align with your brand? So you don’t want, for example, you don’t want to portray this really exciting, over-the-top, out there, extravagant, tone of voice and brand if you want your customers to feel relaxed coming to your day spa. So great customer experience results in raving fans; it results in higher referrals and it also can result in winning your customers over your competitors.

ANGELA:

And do you think that the customer experience, then I guess, if you look at the foundations because as a business coach, that’s what my core specialty is looking at the foundational elements you need for that overall sustainability and business growth. So customer experience, if you’re talking about awareness, etc., I’m assuming some of that would have to also go back to when you’re initially starting just with, say your messaging and your brand voice and all of that; kind of like as a package deal that then leads into that customer experience. What are your thoughts about that?

LEANNE:

Yes, I definitely agree. And I feel like there is quite a lot of knowledge and education around those beginning parts about getting your messaging right and getting your marketing right. But then, a lot of the time, people forget to think about their customer’s whole journey from their point of view. A lot of businesses think about, “How I’m going to do business? How I’m going to set up my processes?” But they’re not really thinking about how that looks for their customers.

ANGELA:

And have you found with customer journeys, what is your opinion about if each business obviously have a different customer journey, are there some business who don’t have a customer journey? Because again, some business owners are like, “Maybe that’s not applicable to me. Maybe this whole customer experience; not really my cup of tea.” So, what are your thoughts? Are there any businesses out there who would never really look at that customer experience? Or do you think every business, no matter, should be looking at customer experience?

LEANNE:

I think if you’re dealing with people and humans, if people are paying you for a service or product, delivery of something, you should definitely be thinking about customer experience.

ANGELA:

And when they’re looking at that customer experience especially for, say, businesses who are in the start-up phase and might not really understand the entire process, what are the five tips that business owners can do to kind of start implementing or unpacking, I guess, to create a better customer experience in their business.

LEANNE:

So if you are starting your business, it’s really important; and I did this for my own business; I kind of wrote down the steps of if someone was to come across my brand, how would they move through my business? What would that look like? And I drew out; it kind of looked like a board game [Inaudible 12:10] going everywhere. So yes, really thinking about how they move through your business, how you can optimize your processes, how you make them feel at every touchpoint? And implementing good customer experience doesn’t have to be expensive. It can be such little things like having; if you have a day spa, having a little treat on their arrival for them or putting a little freebie, which you could collaborate with another business on in your package, so then, when it arrives, your customers get little free extra gifts. How cool would that be?

ANGELA:

Super cool. And I think, do you believe though; do you see some businesses who focus more on the customer experience at the beginning of the journey versus at the end; like, how do businesses really understand what to do with all those different touchpoints?

LEANNE:

I think at the beginning, it’s definitely trial and error because you haven’t been in business that long, you don’t really know your processes back to front or how things are going to pan out. So it is; I do find it quite a lot that it’s not often the established businesses that are going back and looking at their customer experience and how they can improve and make it better.

ANGELA:

Yes. And so, for those guys that are out there, you said, like obviously, tip one, that they can go out there and they can start kind of just basically get a piece of paper and start mapping out what it feels like and what it looks like for that customer to enter into your business at any point, whether or not they’re buying or they’re not buying; what does that look like. And then, what else would you be suggesting there for them to do?

LEANNE:

So my second tip would be to brainstorm ideas to surprise and delight your customers that work in with your brand. So, there’s no point in giving them a freebie for a co-working space, which actually I’ve done, if your customers aren’t going to go to a co-working space.

ANGELA:

Right. So again, really, again, this goes back and I know, I go on and on about it. But how can you create a customer experience if you don’t actually understand your customer? 

LEANNE:

Yes.

ANGELA:

So again, going really back into that ideal client mode around what is it that they like, what is it that they need, what are their struggles, what is their pain points, etc.? Just like you said, if their pain point; some people don’t want to get out of the house. So like you said, if your ideal client is sitting at home all day and they’re quite happy with that, offering them a co-working space is going to be irrelevant.

LEANNE:

Yes.

ANGELA:

Yes. So what have you found are some ways to be able to understand better what it is that your customers are actually wanting?

LEANNE:

Ask them.

ANGELA:

Yes.

LEANNE:

It’s really easy to send out like a quick Typeform or Google form; ask them feedback. If they’ve done business with you already they would definitely have suggestions. My members for The Founders Team have had amazing suggestions to things that I could improve. And then, also, if you do ask your customers for suggestions, keep them updated. So if they say, “Maybe you could think about doing this,” let them know that you are grateful for their feedback firstly and that this is what you’re going to do about it so that they feel valued and appreciated for giving that feedback to you.

ANGELA:

Yes, and again, part of the touchpoints, right?

LEANNE:

Yes.

ANGELA:

Like again, you’re acknowledging and validating them, and therefore, again, that’s going to be part of that overall customer experience, which means they’re more likely to talk about it with other people, branding out there, the knock-on effect continues.

LEANNE:

Yes, definitely.

ANGELA:

So like you said, tip one for business owners to able to implement better customer experience is you’ve got; talked about again, mapping out from what their journey is. Two, you’ve talked about surprise and delight. What is tip number three that will give people to look at that customer experience?

LEANNE:

Go above and beyond. Part of this; I talk about it all the time and it seems so basic but be a good human. So I think about, or I see it happening on social media, people not replying to their customers’ comments. Why? Why wouldn’t you? Make them feel appreciated, reply promptly, reply to emails promptly. I read a statistic that customers expect a response to their inquiry within four hours of sending it and this can absolutely put you above, like ahead of your competitors. So if you think about it, if I was to; and this has happened; if I was to inquire with accountants because I had an urgent tax question and I needed a new accountant, if I was to send out some inquiries and one person go back to me within an hour and one person go back to me in two days, who would I choose?

ANGELA:

Right. Again, well, the experience has already been more positive with the first person.

LEANNE:

Yes.

ANGELA:

Yes, absolutely. And I would also say that we have to adapt to the times, too. Technology really does control us to some degree and as business owners, it’s actually getting harder, I think, in some ways. And that’s a prime example is that person, accountant number two, that person has actually done nothing wrong. Two days, ten years ago was actually probably a quick turnaround time, really. But in today’s world, and again, I think this would be dependent on age if I’m calling a spade a spade, right? Is that the younger generation wants a more quick, immediate gratification.

LEANNE:

Absolutely.

ANGELA:

Whereas again, older generation, potentially me, I’m 40, we’re kind of like, “Okay.” We want it, but we also understand, like, “Hey, this is just a process.” But again, knowing your ideal client; so if that’s the case, your ideal client is the younger generation. Well, then, you probably want to have certain measures in place to make sure that you’re capturing and responding in a quick and timely fashion.

LEANNE:

Yes. I highly recommend to a lot of my members in The Founders Team to look into getting assistants. So if you think about people that are going to be busy all day if they’re in appointments, if they are beauty therapists and they are literally not at their phone or computer and they can’t answer, how can you get someone to assist you so that you are getting back to customers within that expected timeframe?

ANGELA:

100%. So you’re saying again, go above and beyond.

LEANNE:

Yes.

ANGELA:

Yes. What’s your tip number four in order to implement better customer experience?

LEANNE:

So this one may or may not be relevant for some people but a great tip is to get your team involved, if you have one. So your team would be on the ground talking to your customers, probably more than the business owner and they would have multitudes of ideas. But they also; the other side of that, they must be trained in your customer experience values. Do they know how to handle complaints? Do they have permission and responsibility to take ownership of their role in your customer experience? So, a good example of this is, I don’t know actually how to pronounce it; Nordstrom?

ANGELA:

Oh, Nordstrom in America.

LEANNE:

Yes.

ANGELA:

It’s like a department store. Yes.

LEANNE:

Yes. So I’ve read so many articles and listen to people talking about this in podcast that they go honestly, crazy, above and beyond. They do things like returning items; giving refunds for items they don’t even sell, helping the elderly shoppers carry their bags to their car, sending handwritten notes. So their team would have extensive training in what they are able to do and how they should go about that and how they should think outside the box. So then, they definitely have their team involved in their customer experience.

ANGELA:

And that’s been again, part of their overall culture for a long time. 

LEANNE:

Yes.

ANGELA:

And I think customer experience isn’t something that; you have to start somewhere, yes. But then, the more and more you do it, it becomes, it’s just like, it’s ingrained; like, it becomes a cultural expectation.

LEANNE:

Yes, absolutely.

ANGELA:

So you get the team involved. And what’s that kind of final tip that do you recommend for those business owners out there looking at being able to implement better customer experience?

LEANNE:

So it’s kind of mixing with point number one about mapping out your customer journey. If you’re an established business, then I would recommend doing an audit on your customer journey right through your processes. I also offer this as a service. But if you are to take a step, I recommend taking a step out of your business, limiting your distractions and put on your customer’s hat and look at your business objectively as if you were a customer. And look at things like your website and how easy it is to use, make sure all your links are working, how easy it is to checkout, how many clicks they would have to do to checkout. Or if you were a bricks and mortar business, what’s the first thing your customers see when they walk in the door? What do they smell? What do they hear? How quickly are they greeted? So really trying to take a step back out of your business and looking at it objectively as a customer and writing a list of things you can do.

But then, I know that this happens a lot; you write a lot of these recommendations and then you don’t actually have the time to implement them. Yes, I do it, too. I recommend choosing one thing; so if you’ve got your list of ten things you want to improve your customer experience in, do one thing a week, so then, it’s not overwhelming.

ANGELA:

Yes. And again, I think that’s with anything in business. You can chunk it down, it’s not so hard and the overwhelm doesn’t overtake or the anxiety doesn’t start to come in. It’s manageable. 

LEANNE:

Yes.

ANGELA:

I couldn’t agree more. And I think again, not just auditing your overall customer experience; I know what we’re talking about today, but also, I think it’s good just to audit your business, collectively, from an entire viewpoint at times. I know we’re bringing a team to do an audit on my entire business next month. And again, being able to have an outside viewpoint looking in. Who knows what they’ll find? Maybe they’ll come back and say, “Yes, you’re actually doing really well on things,” that we may think that we’re not doing well on. Or they can actually say, “Yes, no man. That sucks.” So I do think having other people looking in at times is a super beneficial part of overall business reflection that leads to business growth.

LEANNE:

Yes. I recommend as well to people to; if you don’t have the budget to get a consultant in, ask your friends and family if they have never really engaged with your business because they’re probably not your target market; ask them to use your website and watch them using it and take note of any places they might hesitate or kind of move their mouse around because they’re not sure where to click or they seemed confused. They are the types of things that you can improve because if they’re doing that, your customers probably are as well.

ANGELA:

Yes, exactly right. And for instance, family though, I would say, the majority of time, I do not like to get them involved in almost anything. That is a prime example where they can be super beneficial because you’re not asking them for their opinion on XYZ where they’re just going to; don’t even care and just tell you whatever you want to hear. You’re actually getting them to be practical, hop on and you’re observing them. So it’s really not like an opportunity for them to say, “Oh, that’s sexy.” You wouldn’t be asking them questions like, “Do you really like the colours of the website?” Like, if you’re almost just sitting there listening to whatever they say and you’re just an observer, right? 

LEANNE:

Yes.

ANGELA:

Don’t really want to prompt in any way and I think that’s probably one of the only few places that I would say that is a benefit because sometimes again, when you put people to action, they’re not having a look at you or your feelings, “Oh, this sucks. This, this, this.” And you’re like, “Okay. Okay. Okay.” So, I think it’s a great example of how you can utilize family and friends for sure. And why do you think business owners don’t really take the time to look at customer experience?

LEANNE:

I think it’s something that’s really overlooked or devalued. So people usually think that customer experience is just customer service and they can just be polite and helpful to their customers, which is definitely great. But customer experience takes it one step further. And as I’ve said before, that can give you raving fans or loyal community that are going to recommend you to everyone and anyone if you go above and beyond.

ANGELA:

Yes. So, I know for me, I think a lot of customer experience also is very relatable from what I talk a lot about is that H2H Marketing. 

LEANNE:

Yes.

ANGELA:

That human to human marketing; and it’s not just about the overall; they talk about it, it’s from the point of meeting and it’s the interaction and experience that they have with your overall brand, right? And that H2H, that human element I go on about all the time is something that is so often missing in so many parts of the different businesses because they’re either in survival mode, they’re just going to make a dollar, they’re overwhelmed, they don’t even know. So many of us, we started; you don’t know what you don’t know. I think there’s a variety of reasons, so I can definitely see how the customer experience is very much linked with H2H Marketing.

LEANNE:

Yes. I agree. And I think [Inaudible 25:35] that can sometimes be overlooked is it doesn’t really have a direct return on investment, it’s more about the long term and repeat business and referrals rather than getting a lead. So I find that a lot of business owners focus on the marketing and sales and lead generation but they don’t focus on providing that experience that’s going to result in referrals, for example.

ANGELA:

Yes, now, all the time. I know, my own coaches have said to me often, I’ll use the example of my customer experience in my free Facebook Community, The Australian Business Collaborative, and people are like, “You’re not, you’re in a free; you manage a very active free community and it’s very great and so many people love it. But you’re not seeing the ROI.” And I was like, “But, how are you defining ROI?” Right? Because to me, ROI is relationships first and that isn’t ROI-measurable for me. Do I have relationships? Yes. Okay. Well, if I have relationships and I’m treating people like people and they’re having good touchpoints along the journey, which is one of the customer experience for me is part of being in that community. 

LEANNE:

Yes.

ANGELA:

And like, I can’t tell you how many people every single week tag me in so many other groups and I’ve never even met these people. They naturally are doing my advertising for me so that is another touchpoint of an ROI for me; by exploring what that customer experience looks like, collectively. And you also have to remember that sometimes people need more touchpoints in that customer journey because it’s a higher-ticket item. Or it’s a country; countries buy differently, too. Aussies buy very differently than the US market and the Canadian market, right? So I think again, there are so many other variables that you could really dig deep about that customer experience. But yes, I do agree that most people wanted the direct ROI but it’s a long-term game.

LEANNE:

Yes, definitely.

ANGELA:

It’s a long-term game. And so, if there’s any kind of final tips that you’d like to give those listeners out there today when you’re talking about the customer experience, what final words would you have for us, Leanne? 

LEANNE:

So, for service-based businesses, I always like to use hairdressers as an example because everyone can relate to it. There are so many little things that can just be implemented so easily that will make a huge difference. For example, how many hairdressers out there that don’t have an online booking system and then you have to call and you’ve got hairdryers going in the background? So, if you can just start by brainstorming some ideas of really easy, really cheap things that you can implement, it can go such a long way to improving your customer experience and putting yourself ahead of your competitors as well.

ANGELA:

Fantastic. I like that example that you used, that’s a great one. And people are kind of listening to this and a little bit overwhelmed, I think again, what you’ve mentioned before, is just choose one thing.

LEANNE:

Yes.

ANGELA:

And really start on that. And then, choose the next thing and go on. Again, I always say many times in this podcast is Rome wasn’t built in a day. So just like your business is still evolving, your customer experience is going to continue to evolve also as your business grows. So it’s something that again needs to be on your Richter scale in my opinion, as an ongoing check-in because your customers, your ideal client could change as you grow. I mean, there’s a variety of things; technology changes, what used to work on that customer experience is no longer working. So again, I think that point five that you talked about, the ongoing audit has to be something that you do on a regular basis.

LEANNE:

I totally agree. I’m even; I’ve been doing The Founders Team for ten months now and I’m doing this to myself as well. I know I’ve got so many areas I can improve on. When you join The Founders Team, there’s such a plethora of information that I need to give people. So, my next thing that I’m going to focus on is giving in a welcome pack. And that’s my focus. And then, I’ll have something else to focus on next week or next month depending how long it takes to implement that.

ANGELA:

Yes. Totally. Now, one thing that I like to kind of wrap up that I’ve just been testing is the final question is what do you know now that you wish you knew when you first started out in business?

LEANNE:

That everything will work out.

ANGELA:

Yes.

LEANNE:

I used to really overthink everything but actually; so when I was a lot younger, I was 22, I started my first business and I spent all of these time and money upfront before I had even gotten my first customer. So now, with the last two businesses that we’ve started, we’ve found our customers first and built everything on that. So that’s my biggest takeaway.

ANGELA:

Yes. Fantastic. And for those listeners wanting to get to know a little bit more about you, where can they find you?

LEANNE:

I’m on Instagram a lot. My handle is leanne_webber, and then, that has the link to my Founders Team Instagram as well. 

ANGELA:

Fantastic. Well, thank you so much, Leanne, today, for coming on board and talking about the customer experience. And before we sign off, just please remember that my team and I will also be putting together the whole transcription for this episode at angelahenderson.com.au. And of course, I cover all sorts of related business and life topics inside my super active Facebook community, we’re about to hit 6,000 amazing members in there. So head on over to Facebook and just search Australian Business Collaborative. I’d love for you to join us over there.

And for the rest of you, have an awesome day no matter where you are in the world and I look forward to you joining me next week for another amazing episode of the Business and Life Conversations Podcast. Thanks again, Leanne, for your time today and have an awesome day everyone. 

LEANNE:

Thanks for having me.

ANGELA:

Thanks for listening to the Business and Life Conversations Podcast with Angela Henderson, Customer Experience. www.angelahenderson.com.au 

Angel Henderson Consulting

​​Founder of the highly successful online store Finlee and Me, Angela taps into the decade's worth of knowledge of how to grow a thriving enterprise and pours it into her business consulting clients. As a business consultant, she partners with start up and small businesses to grow their brands through hands on support, ensuring foundations are laid in order to leverage growth. Her skills were honed at the helm of Finlee and Me, where she learned everything from branding, PR, sales funnels, email marketing, website, copy, SEO and more. She knows what it truly takes to have a strong brand, consistence sales, steady growth and over all dedication. Angela has been featured in the media including Talking Lifestyle with Ed Phillips and David Koch, Inside Small Business and on numerous Australia and International podcasts.

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