Client Journey Enhancement for Marketing Agency

Challenge A boutique agency had strong sales but weak delivery processes. New clients weren’t getting proper onboarding, projects felt chaotic, and offboarding lacked a system for testimonials or referrals.

Designed an end-to-end client journey mapped in GoHighLevel + SOPs

Created branded onboarding emails, welcome kits, and kickoff checklist

Built delivery milestones with automated reminders for team + clients

Added an offboarding flow: feedback survey, testimonial request, and referral incentive

Results Clients rated onboarding 9/10 (vs. 6/10 before) Collected 15+ new testimonials in the first quarter Referral business grew by 20% after offboarding improvements