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“Business spend a lot of money and a lot of time on marketing and sales, but once the client actually signs the contract its kind of like “okay we got them in the door, now what?”
In this episode of Startups in Stilettos, Ingrid Zapata-Read sits down with Erica Wood, founder of Client Journey Advisors, to explore why so many service-based businesses focus on winning new clients while overlooking the systems that keep them.
Drawing on more than 20 years of experience in client success and leadership, Erica shares how intentional onboarding, thoughtful client touchpoints, and strategic offboarding can increase retention, boost referrals, and create loyal customers who keep coming back. She also introduces her signature Compass Clarity Method, a framework designed to help founders move from constantly reacting to proactively building a seamless client journey.
What We Talked About:
Challenges Faced Client Management [3:27]
The Role of Offboarding in Client Retention [9:30]
Mapping the Client Journey [15:27]
The Role of AI in Client Success [21:59]
The Transition from Corporate to Entrepreneurship [30:31]
Connect with Erica:
@clientjourney_erica on Instagram
Erica Wood on LinkedIn
Connect with Ingrid:
@itsingridsworld on Instagram
Ingrid Zapata-Read on Linkedin
Connect with Carlyn:
@carlynbushmanconsulting on Instagram
Carlyn Bushman on LinkedIn
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Guests
Erica Wood
Hosts
Ingrid Zapata Read
Grow With Community
Ingrid Zapata Read is a community strategist and founder of Grow With Community. She helps businesses get closer to the people they serve and build stronger, more intentional relationships around their mission.
After building a global community for moms of over 200,000 members, and through her experience in sales, startups, and customer experience, Ingrid brings a people-first perspective to growth across industries. She’s known for her thoughtful, practical approach and believes community building should be a part of every business strategy.
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