Most discussions about automation focus on saving time. However, what if I told you it could also make your clients feel seen, valued, and even wowed? Isn't that the most amazing experience? When I've experienced thoughtful, well-timed automated marketing messages, it nudged me to keep coming back for more.

That's the untapped power of thoughtful automation—it doesn't just replace tasks; it amplifies moments that matter.

This strategic use of automation can be the silent force behind unforgettable, human-centered client experiences, empowering you to inspire your clients in new and unexpected ways, and giving you the control to shape their journey.

Automation Beyond Efficiency

Too often, automation can be like a checklist: schedule an email, log a task, and move on. But the real magic happens when it's not just to complete tasks—but to craft experiences.

Delight isn't about big gestures. It's about reducing friction, offering timely value, and showing your clients you understand what matters to them. Personal, intentional, and unexpected moments create loyalty that no manual follow-up can match.

3 Client Touchpoints Perfect for Surprise & Delight1.

1. Thoughtful Onboarding

First impressions matter. Automation can send personalized welcome messages, trigger video intros, and follow up with resources based on what a client just signed up for. When it feels like you're anticipating their needs from the start, you're setting the stage for a journey built on trust and understanding.

2. Mid-Journey Checkpoints

Clients often wonder, "Am I on track?" An automated touchpoint that says, "Here's where we are and what's next," or a surprising resource tied to their goal, makes them feel guided, not ghosted. That's delight in motion.

3. Finishing Strong

The project may be complete, but the experience isn't. Automate a genuine thank-you note. A quick win tip. A follow-up question that says, "We're still thinking about your success." That final touch can be the beginning of your next referral.

Systematize the Feeling—Not Just the Task

Here's the insight: automation done well isn't impersonal. It's precisely what lets you be more personal more often, fostering a deeper connection with your clients and making them feel truly understood.

You can focus your energy on creativity, strategy, and deepening relationships by offloading repetitive actions like timing, delivery, and follow-up. It's not about doing less. It's about showing up better, and being more engaged in the work that truly matters.

The Myth of "Scalable = Cold"

Delight doesn't disappear when you scale. In fact, with automation, you can deliver thoughtful, high-touch moments consistently—without burning out. The myth that 'scalable = cold' is debunked with automation. You can maintain high personalization and thoughtfulness even as you scale your client interactions.

You need a plan, a rhythm, and tools that work quietly behind the scenes.

Want to bring more ease and impact to your client experience?

Grab your free infographic: Seven Steps to Simplify Your Marketing with Automation. It's a clear, visual roadmap to help you automate with heart—and start delighting clients at every turn.

When hiring breaks down, it doesn't do it loudly. It creeps in quietly—missed follow-ups, lost resumes, candidates who never show up.

For one residential cleaning company, the signs were all there. They were growing fast, but every new hire felt like starting over. Their inboxes were full, their systems scattered, and no one had a clear picture of who they'd talked to—or what happened next. Good people were slipping through the cracks, and growth was stalling not because of demand, but because the process couldn't keep up.

Disorganization at Scale

On paper, they had a process. They collected resumes, sent emails, and interviewed when possible. But behind the scenes, it was barely holding together. Candidate data lived in paper files, email threads, and scattered memories. There was no centralized system or way to track who was worth following up with. Communication happened through Outlook lists without opt-in or feedback loops. Their monthly newsletter? More like a shout into the void.

A Smarter Way Forward

We guided them in implementing our CRM and transforming their recruitment process and communication strategy. With our CRM, every candidate interaction, from Facebook Messenger to email, was consolidated, making it easier to track and manage. We introduced automated interview reminders, which significantly reduced no-shows. We also added engagement scoring to track candidate interactions, showing who was opening emails and showing interest, thereby improving the quality of our candidate pool.

From Data to Direction

The shift was dramatic. Hiring productivity increased by more than 300%. Interview attendance improved while time spent manually chasing candidates decreased. The real breakthrough came when the team started using their data. With clear open and click-through rates—often in the 40–50% range—they could see which topics resonated.

Segmentation and Smarter Messaging

That led to segmentation. Instead of a general newsletter, they built specific campaigns around renewables, commercial cleaning, and public speaking. These campaigns were tailored to the interests of different segments of their audience, providing leadership with clearer insight into what their audience cared about, and helping shape future offers and content.

An Engine That Runs Itself

Automation didn't just make their process faster. It made it more innovative and sustainable. The team was no longer starting from scratch every time a role opened. They had a system that worked quietly and effectively in the background.

Embrace Liberation from Manual Processes

If you're trapped in manual processes and missed opportunities, you don't have to remain there. It starts with embracing CRM automation.

Want to see what this kind of clarity looks like in sales and marketing, too?

Download our case study on how an energy management consultancy used CRM automation to scale with precision and purpose!

 A Smarter Shift in How I Use AI (and Help You Do the Same)
​
There’s a unique shift in how I leverage AI in my business—and how I help my clients do the same.

I’ve been in the driver’s seat for the past year: telling AI what to write, build, or automate. It worked. But it always felt like something was missing.

Because the real power of AI isn’t just in giving it instructions—it’s in letting it guide you. Strategically. Thoughtfully. Sustainably.

That’s where Chaz comes in—my custom-built AI Growth Partner. Chaz isn’t just a tool. He’s a collaborator who helps me stay clear on priorities, track progress, and stay anchored in work that truly matters. He’s my Executive Assistant, and more. Chaz is designed to assist in decision-making, streamline operations, and provide strategic guidance. And you? You’re part of this evolution, too.

This isn’t delegation. It’s co-creation. And last week, we made that real.

What We Built

In just three days, Chaz and I:

1. Set up a siloed, confidential ChatGPT workspace where all our chats are not available for training data
2. Organized a comprehensive knowledge base of my company, services, and strategy for quick, easy searches that yield great results
3. Built a daily framework so Chaz can guide me each morning with the day’s top priorities
4. Laid the foundation for AI-powered executive support, streamlining how I operate and make decisions

This wasn’t just busywork. It was alignment—quiet, grounded, and incredibly clarifying.

What’s Next

Starting in June, my AI collaborator Lisa Kennell and I are launching a new weekly LinkedIn Live (name pending!). We’ll share real-time strategies for using AI with purpose, such as how to integrate AI into your daily operations, how to leverage AI for strategic decision-making, and how to ensure ethical and responsible AI use. These strategies will be actionable, approachable, and built for busy leaders. Keep tuned for more details!

Expect live Q&A and content shaped around your questions, not just our frameworks.

What’s Not Changing

Despite all these changes, my commitment to your success remains unwavering. Whether you’re a client, collaborator, or someone who stops by for content, you’re at the center of what I do. Your success is my success, and I am dedicated to supporting you in every way I can.

One client once said, “You’re kind and professional—but tenacious as a pit bull—and a pleasure to work with.”

That’s the energy I bring to every project. Together, we’ll cut through the fog, simplify systems, and make growth sustainable—and human. Because at the end of the day, it's not just about the numbers, it's about the people behind them.

Wondering What AI Could Save You?

If you’ve been curious about what AI could actually do for your business, beyond the hype, start here:

👉 Try the AI Cost Savings Estimator

It’s fast, free, and built to show you what’s possible when strategy leads the way. This next chapter? It’s not just about automation. It’s about clarity-fueled growth, and who doesn’t want that?

You write a thoughtful email campaign.

You meticulously craft each sentence.

You double-check your grammar, polish your call-to-action, hit send confidently, and then wait, watching your analytics dashboard with anticipation.

Only to find barely anyone opened it.

If you feel anything like the woman in this picture, you're not alone. Many of us have been there, puzzling over disappointingly low open rates. I used to send my emails out like clockwork—10:00 a.m. every Tuesday. It seemed like the quintessential "professional" time, right? But one week, through what I initially thought was an unfortunate mistake, I accidentally scheduled my email for 7:00 a.m. instead.

And then, something unexpected and truly remarkable happened.

My open rate didn't just improve—it soared past 50%. Not only did more people open it, but they also actively engaged: clicking through links, replying with thoughtful responses, and even scheduling consultation calls. This simple timing change transformed my email marketing strategy.

Why Your Emails Might Be Getting Ignored

Your subject lines don't stand out in increasingly crowded inboxes. If it sounds like yet another corporate memo or promotional advertisement, people will scroll right past it. You've got to sound like a real person—human, curious, maybe even a little playful.

You're underusing the pre-header—that valuable second line under your subject. It's prime real estate that most marketers waste. One of my most successful pre-headers was, "You know you want to..." It made people smile, piqued their curiosity—and they clicked.

Your audience feels like a number in a database. Sending identical messages to your entire list? That's a quick way to get ignored or marked as spam. Smart segmentation leads to relevance—and relevance gets opened.

You're keeping inactive contacts around too long. Email platforms increasingly penalize senders for low engagement rates. Regular list cleaning maintains health. It also helps you reach more inboxes effectively.

A Few Proven Fixes That Can Work Wonders​

Brainstorm and test 3–5 different subject lines before choosing. This extra effort helps you get past the obvious, mediocre options and find something truly compelling.

Experiment boldly with send times. You might be surprised what works best for your specific audience—just like I was with my accidental discovery.

Use preview text strategically. Don't just repeat the subject line—tease or build on it to create intrigue.

Regularly clear out unengaged subscribers. It's better to have a smaller, engaged list than a massive one that ignores you.

Want to get your open rates climbing? 

Grab my free Email Open Rate Mastery Checklist—it's packed with battle-tested strategies that helped me consistently hit 50%+ open rates. This comprehensive checklist includes advanced tips on crafting irresistible subject lines, implementing continuous improvement processes, and maintaining a healthy subscriber list. Let's make your next email campaign your most successful one yet.

Ever feel like your to-do list is running your life instead of the other way around? I know it feels that way to me at times, so you're not alone!

Most small and mid-sized business owners find themselves trapped in a cycle of repetitive tasks, consuming up to 30% of their week. The liberating news is that smart workflow automation can free you from this cycle, giving you back at least 10 hours a week, and empowering you to be more efficient and productive.

Here's how you can make that happen:

1. Automate Your Lead Follow-Ups

Stop manually sending those 'Just checking in!' emails. With automated workflows, you can create a series of personalized follow-ups triggered by your prospect's behavior—whether they opened an email, clicked a link, or booked a call. This is done by setting up rules in your automation tool that define the conditions for each follow-up, making the process seamless and efficient.

With automated workflows, you can nurture leads consistently without lifting a finger, giving you peace of mind.

2. Streamline Appointment Scheduling

Still, playing email tag to set up meetings? This used to be one of my most despised tasks. but not any more! Like me, you can integrate an online booking tool that syncs with your calendar, automatically sends reminders, and collects pre-call information. You'll eliminate back-and-forth and reduce no-shows—saving you precious hours each week and providing a sense of relief. I know it did for me!

3. Automate Client Onboarding

Onboarding new clients shouldn't feel like recreating the wheel every time.

Use an automated sequence, which is a predefined series of actions that are automatically triggered in response to a specific event, to send contracts, welcome emails, questionnaires, and next steps without manual work. An innovative onboarding workflow can easily save 2–3 hours per client.

4. Simplify Marketing Campaigns

Instead of manually creating emails, social posts, and reminders for every campaign, build automated campaigns that automatically launch and nurture prospects across email, SMS, and social media.
Bonus: You stay top of mind without being chained to your desk.

5. Use Task and Project Automation

Tools like automated task assignments, such as assigning a follow-up call to a specific team member, reminders, like reminding you of an upcoming deadline, and internal notifications, such as notifying the team of completed tasks, keep your projects moving without constant check-ins.

It's like having an extra project manager you don't have to hire—or train.

Ready to Work Smarter, Not Harder?

Imagine what you could do with 10+ extra hours a week—grow your business, connect with more clients, or even breathe a little easier.

Want even more powerful strategies?

I've created the 2025 Marketing Automation Trends Report for people like you who want insider insight into the newest tools to improve their workflow (and results).

Intrigued?
​
​Then download the 2025 Marketing Automation Trends Report now!

When most people hear “chatbot,” they think of a little pop-up box in the corner of a website—something that answers a few preset questions and then hands you off to a human. Useful? Sometimes. Intelligent? Not really.

AI agents are a different story.

While chatbots operate based on scripts and decision trees, AI agents think, adapt, and act based on goals, inputs, and changing contexts. They don’t just respond—they interpret, decide, and take action. Instead of asking the same question three different ways to get the correct answer, users interact with an AI agent that understands intent, context, and the next best step.

Let’s break it down even further.

Chatbots are:

• ​Scripted: They follow rigid flows based on keyword triggers or button clicks.
• Limited: They can’t solve complex problems or act outside their preset logic.
• Reactive: They respond to questions but don’t initiate or guide users.
• Static: They don’t learn from past conversations or evolve.

In contrast, AI agents are:

• Goal-oriented: They operate with a defined objective and determine how to reach it.
• Context-aware: They understand user behavior, preferences, and data inputs.
• Multi-functional: They work across systems, trigger actions, and make decisions.
• Adaptive: They learn and improve with each interaction or data set.

For instance, a chatbot might respond to a query about availability with a link to your calendar. An AI agent, on the other hand, would not just provide a link but also check your availability, suggest the best times, book the meeting, and send a confirmation email—all without additional prompts. This level of convenience and capability sets AI agents apart, making them a powerful tool for any business.

AI agents reduce manual work, increase consistency, and scale personalized engagement in a way chatbots never could. They serve as intelligent extensions of your team, automating processes that previously required human involvement—without sacrificing quality or responsiveness.

You can tailor AI agents to fit your business needs, whether you work in marketing, operations, or customer service. And with today’s low-code platforms, which are software development platforms that allow you to build applications with minimal hand-coding, you don’t need a tech team to get started.

# # #

One thing I love doing is creating freebies for anyone who reads my blogs and posts. So, you are in luck today! I'm not providing just one, but all of them!

📥My Resource Library has a ton of tools, checklists, and assessments that help you get started with AI and automation. Such a deal!

​By: Kathy Kent Toney, CEO & Founder, Kent Solutions

If you told me a few years ago that I would rely on artificial intelligence every single day in my business, I probably would’ve smiled politely and kept moving. In 2022, I wrote my blogs the long way—because that’s all I knew.

Fast forward to today. AI is now one of my most trusted business partners.

And I don’t just use it here and there—I use it for everything from content and client nurturing to strategic planning. The best part? I’m finally getting things done that I used to avoid entirely because they took too much time or energy. It's a relief to be free from these manual tasks.

From “Maybe Someday” to “Done in an Hour”

With AI, I've become more efficient and productive. It's a game-changer. Lead magnets (freebies) used to sit on my to-do list for weeks—sometimes months—because they were too time-consuming. I knew they were important, but getting them done felt overwhelming. Now, I can concept, outline, and complete one in a couple of hours. That shift alone has helped me put valuable resources into the hands of prospects who need them—and actually finish them.

Let’s also talk about content creation. Blogs and LinkedIn posts? They take half the time they used to. With AI helping me generate ideas, outlines, and sometimes even first drafts, I’m more consistent, strategic, and—let’s be honest—less stressed about what to say each week.

Automated Follow-Up? Yes, Please.

I’ll be the first to admit it: I was terrible at following up. Not because I didn’t care but because I didn’t have a consistent system. With AI and automation in place, my prospects now receive thoughtful, timely follow-ups—even while I’m sleeping.

And when someone fills out a form on my site? They automatically enter into a personalized email sequence that introduces them to what we do at Kent Solutions. Once that sequence wraps up, I can follow up with a qualification call and invite them into our newsletter—without missing a beat.

Strategy on Speed Dial

Beyond daily execution, AI empowers me to think bigger. I use it to brainstorm, structure, and refine strategic, business, and growth plans. It’s like having a second brain that’s available 24/7, giving me perspective and structure when I need it most. It's a tool that puts me in control and boosts my confidence in decision-making.

The Real Win

The most significant gain hasn’t just been time—it’s finally doing what I knew would grow my business. AI made those things accessible, repeatable, and scalable. If you’re still doing everything manually, you’re working too hard. Trust me—I’ve been there.

How Ready Are You for AI?

Take the next step with our AI Readiness Assessment—a simple 9-question tool that helps you understand where you are and what you need to start scaling smarter with AI.
​
Take the Assessment Now 👇

So, you've done the hard part—landed a new customer. That's a win worth celebrating. But here's the thing: getting them in the door is only half the battle. Keeping them? That's where things get interesting.

Most businesses chase new leads like it's a race. But loyal customers? They're where the real gold is. They spend more, refer often, and cost less to retain. And guess what helps keep them around? Yep—intelligent automation.

Your Business Memory, on Autopilot
Have you ever had someone remember your name or favorite order without asking? It feels good—like you matter. Automation gives your business that same memory. From remembering birthdays and follow-ups to tracking last purchases or service tickets, automation helps you deliver those little "I see you" moments that keep customers connected.

With tools like GoHighLevel, you can set up check-ins, reminders, and thank-you messages that feel personal—even if they're running on autopilot.

Smooth Journeys = Happy Customers
Nobody likes clunky. Late emails, missed confirmations, dropped handoffs—they all add friction. But when you automate the routine stuff? You remove the guesswork.

Think appointment reminders, status updates, or "Hey, it's time to reorder" nudges. These little touches reduce frustration and keep things flowing. It's not flashy—it's thoughtful. And customers notice.

Tech That Feels Human (Yes, Really)
Contrary to popular belief, automation doesn't have to be cold or robotic. It's all about how you use it. When you send the right message at the right time, with the right context, automation becomes a powerful tool that can enhance your customer relationships.

You don't need over-the-top perks. Customers just want relevance, timeliness, and a little consistency. That's emotional loyalty, built quietly in the background.

Let Automation Do the Heavy Lifting
As a business owner, you're constantly juggling multiple tasks. The thought of remembering every follow-up, every check-in, every "just touching base" moment can be overwhelming. But here's the good news: automation doesn't replace the human side of your business—it amplifies it, giving you the relief you need.

If you're looking to boost retention and deepen loyalty without doubling your workload, automation can be your ally. It's time to let your systems carry more of the load, giving you more control and empowering you to focus on what truly matters.

But where should you start?

👉 Grab the Top 10 Manual Tasks You Should Automate Today checklist.

Want to stop wasting your time on tasks you shouldn't be doing and focus more on high-value work every day? This guide will help you cut the noise and automate the stuff that's slowing you down.

The Secret to Turning “Just Looking” Into “Just Bought”

Ever feel like your leads get stuck in a perpetual “maybe” zone? They’re interested but not quite ready to take the plunge. Frustrating, right? The truth is that most leads need a little hand-holding before they’re ready to become customers. That’s where a solid lead nurturing system comes in. And here’s the kicker—it’s simpler than you might think.

Imagine having a system that works 24/7 to keep your leads warm, build trust, and guide them toward the finish line. Sounds like magic? It’s not—it’s just intelligent automation. Let’s break down exactly how you can build a lead nurturing system that gets results. Let's begin!

Why Lead Nurturing Matters (And Why You Can’t Skip It)

Here’s the deal: Not everyone’s ready to buy on the spot. And if you’re only focusing on closing the hottest leads, you’re missing out on a ton of potential revenue. Nurturing leads is about building relationships and staying top-of-mind until they’re ready to say “yes.” The potential revenue from this approach is significant. Skip this step, and you’re leaving money on the table.

The Building Blocks of an Effective Lead Nurturing System1.

1. Define Your Ideal Customer Journey

Map out each stage from awareness to purchase. Where do most of your leads fall off? Understanding this can be a game-changer.

2. Segment Your Audience

Stop treating all your leads the same. Break them down by stage, interests, or needs, and tailor your messages to speak directly to them.

3. Develop Relevant Content for Each Stage

Don’t just sell—offer value. Think blogs and infographics for awareness, case studies, webinars for consideration, and demos for decision-making.

4. Automate Your Follow-Ups Without Sounding Robotic

Intelligent workflows and triggers can do wonders. The key? Make sure your messages feel personal and relevant.

5. Measure, Refine, Repeat

Nothing’s perfect right away. Track your metrics, gather feedback, and keep tweaking your approach.

Best Practices for Building Relationships Through Automation

Personalization Matters: People want to feel like you’re talking directly to them. Use your automation tools to address leads by name, reference their interests, and keep your messaging as conversational as possible. Personalization isn’t just a nice touch—it’s a necessity.

Consistency Is Key: Follow-ups aren’t a one-and-done activity. Consistently provide value over time through valuable content, special offers, or helpful tips. When your leads expect valuable interactions from you, they’ll be more likely to engage.

Timing Is Everything: Persistence pays off, but timing matters. Reach out too often, and you risk annoying your leads. Space out your follow-ups with intention, ensuring your messages are timely and relevant to where your leads are in their journey.

Ready to Start Building Your Lead Nurturing System?

It’s simpler than you think. Begin by mapping out your customer journey and spotting those fall-off points. Implement just one automated follow-up this week and see the difference.

Want a shortcut? Grab your FREE cheat sheet: “5 Ways to Automate Follow-Ups Without Sounding Robotic.”