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Brand & Customer Experience Case Study 2021

It all starts with a strong brand.


If you’re seeing your growth stagnate and aren’t sure why, you may need to have a look at your brand’s positioning, messaging, and impact.


It’s important to have a clear understanding of who your customers are and how you stack up to your competitor in order to be able to focus your brand’s message and own your market.

Not only that, if you are in fact losing customers, it may be a sign that you need to improve your customer experience as well, in order to stop churn and increase retention. After all, we know too well that it costs much more to get a new customer than to keep the ones you already have.


Our Client


Growing Independent Eaters is a woman-owned business with over 40 years of combined experience in tube-weaning for children.


Their clinical team consists of feeding specialists, dietitians, social workers, and parent coaches who assist families globally to provide personalized planning, insights, and advice on weaning their children from a feeding tube when it is no longer medically necessary.


They chose BossLady Consulting to help them close the gaps in their brand and customer experience in order to increase their revenue and provide better service to their customers.


How We Closed Their Brand and Customer Experience Gaps

  1. Focusing on What Resonates With Their Ideal Customer

From their messaging, to the way their information was presented, it was paramount to find and close the gaps in their marketing and communications to their current and target customers so we could scale their business.

Their goal? Double their customer base in two years, without increasing their prices.

  1. Evaluating Their End-To-End Processes To Enable Scale Without Compromising Service and Excellence

With thousands of customers around the world and a small clinical team, it was essential for our client to maximize the time of their clinical staff to be able to focus on caring for their clients.

The key here was to eliminate as many manual processes as possible by means of implementing new automation systems, creating simplified communications for the team and increase efficiency, which allowed the team to focus on helping more clients.

  1. Identifying Ways To Reach More Customers and Expand Their Impact Around The Globe

By assessing their competitors, market demand, and what their customers were saying, we managed to identify a myriad of new ways to increase their impact – and eventually their revenue streams.


We ended up developing a membership approach to their business model to ensure their customers were getting the very best information & tools, and the best time with the clinical team. And, we helped expand the clinical team capacity for focusing on care plans by automating portions of the process.


The Results


With almost immediate results, we have seen a YOY revenue increase of 200%, 250% and now more than 300% increases each month…and we have not even begun paid advertising.


The magic was aligning the message, the service delivery model, the value and benefits of the program with their paid clients and setting up a system that maximizes clinician time on the patients they serve.


We also automated about 90% of their manual processes, which helped them save more than 5 days per month in manual staff activities, allowing them to re-focus that time in serving their clients.


If you’re looking for similar results for your practice, book your FREE strategy call with BossLady Consulting today – we’d love to get to know your business, discuss your goals and needs and answer any questions you may have!