​By: Kathy Kent Toney, Chief AI Strategist & Founder, Kent Solutions

When I first delved into the world of AI, I anticipated a few shortcuts and some help with repetitive tasks. What I didn't foresee was the profound transformation it would bring to my work and client service. The unexpected benefits of AI have been a revelation.

I've been pleasantly surprised in ways I never saw coming. From proposals to growth plans, AI has seamlessly integrated into my workflow, much like a partner I didn't know I needed.

Here are six surprising ways AI has helped me in my business:

1. Smarter Work, Faster Results
Drafting proposals used to take hours of polishing. With AI, I now create clean, professional drafts in a fraction of the time, freeing me to focus on strategy.

And then there were contracts. Comparing a redlined draft against a final version used to be exhausting. Now, AI gives me a clear breakdown of the differences in minutes. What once felt overwhelming is now simple.

Takeaway: AI isn't just fast; it delivers clarity and peace of mind.

2. Creativity Where I Needed It Most
AI has not only streamlined my workflow but also sparked creativity where I needed it most. It has been instrumental in brainstorming fresh ideas and structuring larger projects, such as strategic growth plans. What once seemed daunting became manageable with AI as my creative partner.

Takeaway: AI is more than automation — it's a creative partner for vision and planning.

3. Serving Clients in New Ways
The most rewarding surprise has been the impact on my clients. When I show them how AI can support their marketing — from newsletters to social posts — they feel empowered and excited. Teaching them has been just as valuable as the automation itself.

Takeaway: Sharing AI knowledge builds trust and deepens loyalty.

4. Turning Conversations Into Action
Another practical win has been with meeting transcripts. Instead of letting notes sit, I use AI to summarize discussions and create clear action items for both sides. A 45-minute call instantly becomes a roadmap with next steps.

Takeaway: AI helps conversations gain momentum, ensuring nothing slips through the cracks.

5. A Better Rhythm for My Day
AI has not only revolutionized my business but also my daily routine. It helps me design efficient workflows that keep me focused and productive. When the day runs smoothly, everything else falls into place, thanks to AI.

Takeaway: AI can enhance not only your business but also your everyday workflow.

6. The Biggest Surprise of All?
The truth is, AI has evolved from a tool to a partner in my work. It helps me think, create, and deliver at a higher level. It's like having a knowledgeable assistant who can handle repetitive tasks, freeing me up to focus more time and energy on strategy and creativity.

If you're curious about how ready your business is to harness these kinds of surprises, take my AI Readiness Assessment. In just a few minutes, you'll see where you stand — and where AI could make the most significant difference for you.

Think about it: you work hard to win a new customer, but what happens after the contract is signed or the purchase is complete? For too many businesses, the answer is silence. And silence is expensive. Research from Bain & Company shows that increasing customer retention by just 5% can boost profits anywhere from 25% to 95%.

The good news? Retention doesn't require big, flashy loyalty programs. What customers really want is simple: to feel remembered, supported, and seen. With the proper retention workflows, you can deliver those small but meaningful touches at scale, and turn "one-time buyers" into long-term advocates.

Here are seven workflows that make it happen:

1. Onboarding That Feels Personal

First impressions matter. A warm welcome email, tailored next steps based on what they purchased, and a quick check-in during week one can set the tone. Personalized onboarding reassures customers that they made the right choice.

2. Proactive Support Check-Ins

Don't wait for issues to surface. Take control of your customer relationships by scheduling automated "How's it going?" messages at key milestones like 30 or 60 days. A small gesture of attentiveness can prevent churn before it begins, putting you in the driver's seat.

3. Renewal & Subscription Reminders That Add Value

Reminders shouldn't feel like bills. Instead, they should remind customers of the ongoing value they receive. Frame renewals around the benefits customers continue to receive, not just deadlines. One-click renewal links remove friction and make staying loyal the easiest choice, showing customers how much they mean to you.

4. Feedback Loops That Show You're Listening

Surveys conducted after onboarding, purchases, or support calls demonstrate that customers' opinions matter. The key? Close the loop by acting on feedback or simply thanking them. Customers notice when their voice leads to real improvements.

5. Recognition & Milestone Celebrations

Customers love to be recognized. Automate birthday greetings, purchase anniversaries, or milestone rewards. These thoughtful touches say, you're more than a transaction.

6. Education & Value-Add Drip Campaigns

Retention grows when customers succeed with your product. Short, timely tips and resources build confidence while positioning you as a trusted partner. Value between purchases keeps your brand top of mind.

7. Re-Engagement Workflows for At-Risk Customers

When engagement drops, don't let them drift away. Trigger "We miss you" messages with helpful content or a small offer. Escalate if needed — because saving a customer costs less than finding a new one.

The Long-Term Impact of Retention Workflows

​Each workflow above — onboarding, check-ins, renewals, feedback, recognition, education, and re-engagement — works together to make customers feel seen. Over time, this consistency builds loyalty, referrals, and stability. Retention isn't accidental; it's intentional.

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​If you're ready to build workflows that keep customers close, sign up for my 5-Day AI-Powered Business Boost Challenge. Over five days, you'll learn how to:

• Capture leads more effectively
• Master consistent follow-ups
• Automate repetitive tasks
• Track the right metrics
• Align sales and marketing for stronger results

It's a practical, hands-on way to create retention and growth strategies that actually work.

We've all been there.

You have a great conversation with someone, and then life happens. A few weeks (or months) go by, and suddenly you're not just following up, you're reintroducing yourself.

Really? It wasn't the first time, that's for sure!

That used to be me. I had strong leads and great chats, but no system—just crossed fingers and forgotten names.

Now? I've set up a simple follow-up system with reminders and light automation that keeps things moving without sounding robotic. It's a relief to have a system in place, knowing that I won't miss out on any potential opportunities.

Whether you're reconnecting, checking in, or trying again after silence, this 3-part formula is simple and easy to follow, helping you do it with ease.

Step 1: Context + Connection
Start by reminding them who you are and how you're connected. Don't skip this—even if you think they remember you. And if it's been a while? Name the gap. Keep it human. This human touch is what keeps the connection alive, something like this:

"It's been a bit since we last connected—just wanted to reach out and see how things are going."

A reference to your last conversation, a shared project, or even something they posted online can go a long way in making your message feel genuine.

Step 2: Something Valuable
Here's where most people get stuck. A follow-up that says "just checking in" often gets ignored because… It's easy to forget.

Instead, offer something useful. A tip, a link, a question—anything that gives them a reason to engage. Even something simple like:

"Thought you might appreciate this quick idea based on what we discussed."

Stat to keep in mind:
According to The Brevet Group, 80% of sales require at least five follow-ups, but 44% of people stop after the first one. That's a lot of missed chances to stay in the conversation.

Step 3: A Clear, Low-Pressure Next Step
Instead of leaving things vague, make it easy for them to take action. Invite them to a quick call. Offer a helpful resource. Ask a focused question that moves things forward, without pressure.

"Would it be helpful if I sent over a few quick ideas for [topic]?"

And if they don't respond?

Wait a week or two, then try again with a slightly different angle or tone. You can say:

"I completely understand if now's not the right time—just wanted to check in one more time in case this slipped through."

If you're reconnecting with a former client or referral partner, even something as simple as a personal note or a quick video message can help you stand out.

Systemize the Follow-Up—But Keep It Human
You don't need fancy tools to stay consistent. Even basic CRMs or no-code automation tools can help you remember when to follow up, add personal notes, and keep everything from falling off your radar.
The key isn't being perfect. It's being present.

Want to Automate Your Follow-Ups Without Sounding Robotic?

Download the free checklist: 5 Ways to Automate Follow-Ups Without Sounding Robotic

These quick, actionable tips will help you stay top of mind, without losing your voice in the process.

The Feeling That Sticks With YouYou know that rare kind of customer experience that feels so smooth that you're pleasantly surprised?

For me, it's Chewy, a pet supply company I've used for years. Every time I've reached out with a question or concern, their support team has been kind, responsive, and empowered to help. I can't count the number of times they've refunded something instantly; no pushback, no delay. It's not flashy—it's just excellent. That's white glove service.

But what makes it so consistent? Behind the scenes, it's all about systems. These systems are the structured processes, tools, and technologies that enable a business to consistently deliver a high level of service. They ensure that every customer interaction is smooth, timely, and personalized, leading to a white glove service experience.

What White Glove Service Really Means

White glove doesn't mean luxury. It means your customer never has to wonder what's happening next. It means your communications feel timely, your process feels thought through, and your brand feels like it has its act together.

And that? It comes from systems that are working even when you're not, providing a sense of relief and control.

Why Systems Matter More Than Hustle

Trying to "wow" clients without structure is like trying to host a dinner party without preparation—you're sweating in the kitchen while your guests wonder where you've gone.

Take, for example, one of my clients, an energy consulting firm that was doing all the right things but was spending a tremendous amount of time on manual processes. But with fragmented contact lists and no visibility, their outreach felt like a shot in the dark. Once they centralized everything with our CRM, they began segmenting their audience and tracking engagement. Their open rates soared into the 40–50% range, empowering them with a new level of confidence and capability.

They didn't add more work—they added clarity.

Where Systems Create Magic Moments

You don't need to automate everything. Just focus on the touchpoints that matter:

1. Welcoming new clients with automated next steps
2. Keeping them informed with status updates and milestone emails
3. Following up in a way that feels personal, not robotic

These are the moments that make clients feel valued—and they're easy to overlook without a system in place. Systems provide reassurance to your customers, making them feel more secure and valued.

One Step Is All It Takes

You don't need a whole tech stack or an enterprise budget to deliver a premium experience. Start with one repeatable process, such as onboarding, follow-ups, or a simple check-in sequence, and build from there. Little by little, those systems stack up to create something that feels personal, polished, and easy to maintain.

Not sure where to begin?
​
Download The Ultimate CRM Health Check—a quick, practical assessment to help you identify gaps, spot opportunities, and get clear on what to improve first. It's the first step toward delivering a white glove experience without adding more to your plate.

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.

Have you ever wondered how you can scale your business on autopilot? Well, I’ve discovered that automating your email campaigns is a total game-changer. But simply setting it and forgetting it? That's a surefire way to get your messages lost in irrelevant inbox clutter. The key is crafting campaigns that feel like natural, human-to-human conversations at every touchpoint.

Intrigued?

Then, let’s dive into four secrets of automated emails that truly convert, which will inspire you to embark on a journey of learning and growth in your marketing strategy!

1. Establish a Solid Foundation

First, you need a rock-solid foundation of reliable data and strategic segmentation. One-size-fits-all batch-and-blast emails don’t cut it. Your best bet is hyper-relevant messaging tailored to each recipient's unique profile, preferences, and behaviors. By leveraging the wealth of data at your fingertips, you can personalize subject lines, content, calls to action, and more with laser-like precision, making each recipient feel valued and understood.

2. Map the Buyer's Journey

Next, you'll need to map your automated flows to seamlessly guide prospects through every step of the buyer's journey, such as welcome sequences that instantly establish value and nurture streams packed with educational resources that address real pain points. As subscribers move down the funnel, your automated emails will adapt with solutions-focused messaging and irresistible offers primed for conversion.

3. Humanize the Experience

However, the key to crafting emails that convert is humanizing the entire experience to forge authentic connections with your audience. Inject your unique brand voice and personality into the copy. Offer a mix of entertaining storytelling and credible social proof. Most importantly, maintain a genuine, conversational tone that makes each subscriber feel like you're communicating directly with them.

4. Continuous Testing & Optimization

Of course, building high-converting automated campaigns is an iterative process of continuous testing and optimization. Closely monitor each sequence's performance metrics like open rates, click-throughs, and conversions. Identify patterns and opportunities for refinement, whether subject line formulas captivate or content segments spike engagement. An unwavering commitment to data-driven tweaks will keep your messaging fresh and compelling.

With the right automation strategy, you can nurture genuine relationships at scale while more seamlessly enjoying a profitable stream of new sales. So, my advice is to ditch the boring email blasts and embrace the power of irresistible automated emails that truly convert!

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Another thing that helps is giving away freebies weaved throughout the customer journey. Who doesn't want FREE stuff?

So, if you missed it last week, I have a new freebie for you: the Email Open Rate Mastery Checklist. It's a one-pager to help you navigate and master the tricky issue of increasing reader engagement, and who doesn't want that!

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

How many of you have crafted an email marketing campaign that you had high hopes for but fell flat Or are your open rates taking a nosedive, leaving you bewildered as to why that’s the case? I understand the challenges you're facing; I've been there, done that!

If that's you, I have a solution that can bring you relief--automated A/B testing.

Imagine having the ability to scientifically optimize your emails for maximum engagement, ensuring that your message hits the mark every time. That's the control that automated A/B testing can provide.

Are you intrigued? Then, let's dive into the world of automated A/B testing strategies that will boost your email open rates!

So, what is A/B testing? Here's a definition:

A/B testing, or split testing, compares two versions of an email (or any marketing asset) to determine which performs better. By testing different elements like subject lines, sender names, or email content, you can identify the most effective approach and optimize your campaigns for better results.

The Benefits of Automated A/B Testing

Manual A/B testing can be time-consuming and prone to human error. Automated A/B testing streamlines the process, allowing you to test multiple variables simultaneously and gather data more efficiently. This efficiency saves time and provides more accurate and reliable insights into what resonates with your audience, relieving you from the burden of manual testing.

Crafting an Effective A/B Testing Strategy

To maximize the impact of automated A/B testing, you need to develop a comprehensive strategy. Start by identifying the elements you want to test, such as subject lines, preheader text, or call-to-action copy. Then, determine the best metrics to measure success: open rates, click-through rates, or conversions.

Implementing Automated A/B Testing

Leverage email marketing platforms or tools that offer automated A/B testing capabilities. These tools will randomly distribute your email variants to segments of your audience and track their performance in real time. The platform will automatically send the winning version to the remaining subscribers based on the results.

Continuous Optimization and Testing

A/B testing is an ongoing process. Continuously analyze the data, identify patterns, and refine your strategy. Test new elements, experiment with different approaches, and keep iterating to ensure your email campaigns remain fresh, engaging, and optimized for maximum impact.
Embracing automated A/B testing strategies empowers you with deep insights into your audience's preferences and behavior. With this data-driven optimization, you'll craft email campaigns that resonate, boosting open rates, engagement, and conversions. And who doesn't want that?

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If you're interested in a CRM with automated A/B testing, Workestrate does that and much more!

However, if you're happy with your CRM but would like to fill in any sales or marketing gaps, we offer standalone revenue-generating services that help you:

• Nurture leads more effectively to improve conversion rates
• Scale your outreach efforts at a fraction of the cost of adding more employees

Want to learn more? Download our case study of how a gym owner received a 10X return on his investment using our RevenueAccelerator services!

In today's hyper-connected world, your customers are everywhere - navigating multiple touchpoints and channels throughout their buying journey. Not adopting a multi-channel engagement strategy is no longer a luxury, it's an imperative. Without it, you risk losing customers to competitors who are meeting them where they are.

Why? By meeting your audience where they are across various platforms, you exponentially amplify your brand's visibility, message resonance, and revenue potential.

Need proof? Consider how Amazon's personalized recommendations, available across their website, app, and email, have significantly increased their sales.

Here's a look at some key benefits of an omnichannel approach:

1. Expanded Reach and Accessibility

Don't limit your communication to a single avenue. By leveraging multiple channels like email, social media, apps, websites, and advertising networks, you empower your audience to connect with you wherever they choose. This expanded reach not only maximizes awareness and acquisition opportunities but also makes your audience feel valued and in control of their engagement with your brand.

2. Better Customer Experiences

Every audience is unique, and a multi-channel strategy acknowledges and caters to this diversity. Whether they click an Instagram ad, respond to an SMS offer, or make a purchase on your website, your brand delivers a consistent, optimized journey that understands and respects their preferences. This personalized approach makes your audience feel understood and catered to, enhancing their overall experience with your brand.

3. Richer Data and Insights

An omnichannel model generates a wealth of customer data across various touchpoints. This granular visibility into channel-specific behaviors, browsing patterns, and preferences enables hyper-targeted content, messaging, and offers. By using this data to tailor their experiences, you show your audience that their information is valuable and is being used to enhance their engagement with your brand. 

4. Cost Efficiency and ROI

Diversifying your audience outreach strategy reduces overreliance on expensive channels while maximizing ROI. You can identify the highest-converting, most cost-effective channel mixes for efficient budget allocation. Engaging customers where convenient for them drives higher conversion rates.

5. Customer Lifetime Value

According to research, customers stick around 30% longer with omnichannel experiences. Continuous engagement across various platforms keeps your brand top-of-mind, nurturing relationships beyond one-off transactions. This cultivation of loyalty maximizes lifetime customer value.
 

In a fragmented attention economy, multi-channel engagement bridges the gaps - creating more thoughtful, personalized journeys that resonate. Consider strategic considerations like customer mapping, technology integrations, synchronizing data and analytics across channels, and crafting consistent yet contextual brand stories.

With the right plan and tools, achieving omnichannel excellence amplifies overall marketing performance and spurs organizational growth.

So, what are you waiting for? 1, 2, 3…let’s go!

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Is your CRM up to snuff with the capability to run automated email campaigns? Or does the capability exist, but you're not sure how to use it?

That's where we come in! Our ElevateCRM services can not only help you with developing automated campaigns, we can also optimize your CRM so that it performs at peak efficiency.
​
If you'd like to learn more, click the button below for a FREE consultation!

The typical business leader's inbox is a crowded, noisy place. Every morning, professionals worldwide are greeted by a deluge of promotional emails vying for their precious attention. Many are rapidly deleted or marked as spam without a second thought.

So, how can businesses ensure their messaging resonates with audiences? The answer lies in the power of sophisticated automated email campaigns. By combining intelligent segmentation, behavior-based nurturing sequences, and seamless brand experiences, organizations can cut through the clutter and cultivate long-lasting customer relationships that drive sustainable growth. Let's explore the keys to mastering this marketing automation frontier.

1. Targeted Segmentation

In this era of information overload, a one-size-fits-all email approach won't cut it. Effective automated campaigns leverage segmentation to deliver personalized content tailored to specific audience subgroups. Picture this: a fashion retailer sending trendy new arrivals to college-aged users while promoting timeless classics to an older demographic. Businesses can vastly improve engagement and conversion rates by dynamically populating emails with relevant products, offers, and messaging based on factors like age, location, and purchase history.

2. Nurturing Leads

The sales journey is rarely a straight line. Automated nurture streams allow you to stay top-of-mind with prospective customers by delivering perfectly timed content based on their actions. Imagine a software company sending an introductory video to new signups, followed by customer stories highlighting key features. As contacts progress through the funnel, the emails adapt — consistently guiding them toward conversion without overwhelming their inboxes.

3. Customer Retention

Acquiring new customers is costly, which makes retention a pivotal growth strategy. Automated campaigns focused on cross-selling, upselling, and win-back efforts can maximize customer lifetime value. For example, an online retailer could set up a sequence promoting frequently bought accessories after someone purchases a big-ticket item. A SaaS business might also make recovery efforts by offering incentives for past customers to reactivate their subscriptions.

4. Consistent Branding

Behind every great automated campaign is meticulous attention to brand cohesion. By utilizing template builders and content libraries, marketing teams ensure that every email reinforces a unified look, voice, and value proposition. This professional polish inspires confidence in your company while making your messaging infinitely more memorable and recognizable to your audience.

5. Scalable Efficiency

As any seasoned marketer knows, manual efforts simply don't scale. Automated campaigns enable businesses to broaden their reach exponentially without linearly increasing resource expenditures. Set it and virtually forget it — your sequences will run like a well-oiled machine while your team focuses on higher-level strategy and optimization.


With creativity and an eye toward providing value, automated email campaigns empower organizations to engage their audiences like never before. Through more innovative segmentation, nurturing, retention, branding, and scalability, the possibilities for growth are endless.

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Is your CRM up to snuff with the capability to run automated email campaigns? Or does the capability exist, but you're not sure how to use it?

That's where we come in! Our ElevateCRM services can not only help you with developing automated campaigns, we can also optimize your CRM so that it performs at peak efficiency.
​
If you'd like to learn more, click the button below for a FREE consultation!