The term “client experience” gets thrown around constantly in the entrepreneurial world. Everyone says you need to provide a great client experience… but what does that actually mean?
Today’s guest, Kelly McCracken, is breaking it all down. For over four years, Kelly has helped service-based business owners build seamless workflows and design intentional client experiences that feel elevated and aligned. She works with entrepreneurs who’ve outgrown their DIY systems and are ready for a backend that feels polished, strategic, and built to scale — especially into the luxury market.
In today’s episode, we’re diving into:
What client experience really means (and what it’s not)
How to audit your own client journey and spot gaps
Whether you should be sending client gifts (and when it actually makes sense)
How to create systems and automations that still sound like you
Using automation strategically so you can focus on the tasks that actually move the needle
Why This Matters
When you think about a brand you love, your first instinct might be to think about their logo, brand colors, or aesthetic.
But if you pause for a second, what you probably actually love is how that brand makes you feel.
I love Anthropologie for their clothes — but when I really think about it, what I love most is how I feel like the most me version of myself when I wear them.
Your brand works the exact same way.
The way you make your clients feel is what leaves a lasting impression and builds a sustainable business. Not your logo. Not your website colors. Not the font you chose.
A thoughtful client experience creates raving fans, repeat clients, and referrals — while also giving you streamlined systems that allow your business to run smoothly behind the scenes so you can spend more time doing what you actually love.’
We’re talking ALLL about Dubsado today…
And if after listening to this episode you’re thinking you need to try it for yourself…
Use my code: maddybethunephoto for 20% off your first month or year, or click here to learn more.
Maddy Bethune is an affiliate partner of Dubsado & will make a small commission off of sign ups with the link above, at no additional cost to you. Maddy only partners with companies she uses & loves herself. 🖤
Resources from today’s episode:
Download Kelly’s free Client Experience Audit here.
Connect with Kelly on her website here, and on Instagram here.
Use my Dubsado code: maddybethunephoto for 20% off your first month or year, or click here to learn more.
Loving this episode?
If you’re feeling inspired to take a deeper dive into the back-end of your business after listening to this episode, you’re gonna want to listen to this episode too:
Thank you for listening to another episode of As You Should — your little corner of cozy convos, creative pep talks, and steps to build a creative business that actually feels like you. See you next week!
xo,
Maddy
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