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By: Kathy Kent Toney, Chief AI Strategist & Founder, Kent Solutions  Image by rawpixel on Freepik How many times has a ball been dropped with a client, and that was it—they were gone? It's maddening. But here's the answer: the right automation can help prevent that kind of churn, giving you more control and peace of mind. Most conversations about automation stop at "saving time." But thoughtful automation goes further—it helps customers feel seen, valued, and taken care of. That's the experience that sticks. When I've received well-timed, relevant automated messages, they didn't feel robotic; they felt considerate. And they pulled me back, again and again. 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 about completing tasks, but about crafting 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 Certain to Surprise & Delight 1. Effective 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. Clients 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. Delivering a Great Finish 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. Make "Feeling Valued" the Default 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. "Scalable" Doesn't Mean 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. Ready to make your client experience smoother and more effective? Grab your free infographic: Seven Steps to Simplify Your Marketing with Automation. It's a clear, visual roadmap to automate with heart and start delighting clients at every turn.
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