Book by Mike Walker
The Exceptional Experience
Creating a Business Your Customers Will Love
Most businesses obsess over getting the sale and dramatically under-engineer what happens next. The Exceptional Experience is a practical guide to designing client services deliberately, so customers get value faster, relationships become stronger, and retention is the result of a system rather than luck.
Most businesses obsess over the sale and under-engineer what happens next. This is a practical guide to designing client experience so retention is a system, not luck.
Acquisition gets attention. Retention determines whether the growth actually compounds.
A company can look like it is growing while quietly replacing the same revenue over and over again. When onboarding is inconsistent, expectations are vague, progress is invisible, and client health lives in somebody's head, churn often shows up months after the experience first started breaking down. By the time the cancellation email arrives, the real problem is old news.
What this book changes.
The Exceptional Experience helps founders and client-service leaders stop treating customer experience as a collection of soft skills and start treating it as something that can be intentionally designed, measured, improved, and operationalized.
Who it is for
Founders, CEOs, client-success leaders, consultants, agencies, coaches, memberships, and service businesses where customer relationships are central to revenue. If keeping clients matters to the economics of your business, this book was written for you.
Inside the book
- What Client Services Actually Is (And Isn't)
- Crafting a Memorable Client Journey
- Engineering Happiness Through Design
- Client Relationship Management
- Unlocking Client Loyalty
- Building a Client Services Team
- Tools, Frameworks, and Templates
- The Missing Piece: Moving From Frustration to Solution
What readers say.
"I hope my competitors don't read this book. Keeping clients is the holy grail and Michael Walker gives us the blueprint on how to deliver for your customers."
"Dense because each chapter is packed with a clear playbook. Profound because if the ideas are implemented, your business will establish a track record of good will and high retention."
"Michael Walker is a Customer Relationship expert. If you have a business with customers at the core of its success, you have to read this book ASAP."
Why I wrote it.
For decades I've worked inside businesses where tremendous energy went into marketing, selling, and acquiring customers, while the operating system for keeping those customers was informal, inconsistent, or invisible. The problem was rarely that the team did not care. The problem was that care had never been engineered into a repeatable system. This book is my attempt to make that system visible.
The book is the methodology. ClientBloom makes it operational.
You can read the book and apply the principles yourself. If you want the consulting, training, systems installation, and software layer that operationalizes the methodology inside a service business, that is what ClientBloom was built to do.
Explore ClientBloom ↗Start with the book.
Read it, mark it up, and look at your client experience with a more engineered eye. Then decide what deserves to change.