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By: Kathy Kent Toney, Chief AI Strategist at Kent Solutions  Image by yanahla on Freepik 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.
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