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Make a difference every time you make a sale!

Are You Ready For

Customer Relationships

That Change The World?

Your offer is amazing.

You know your methods get results.

You poured your heart & soul into this.

SO WHY???

So why isn't everyone falling in love with it and recommending it to others? What's the secret to repeat sales, retention rates, and referrals?

There’s nothing wrong with you or your offers.

Most businesses struggle with delighting customers after the sale.

And there’s one simple reason why:

From the moment your customer (or client) completes their payment, they step into a new relationship with your brand.

Will it leave them excited for the next time they buy from you or running for the refund button?

The world beyond your paywalls should feel just as exciting as the sales page that brought them here.

If your customers and clients aren't grabbing their wallets with glee every time you make an offer and raving about you to others, then something's missing from your customer experiences.

Leverage our 20+ years of customer relationship expertise to find out what it is and build it for your brand.

Optimizing your customer experience inspires them to stay longer, buy more, and get better results.

Which helps you increase profit margins so you can make "change the world money" while growing a movement of brand activists working together to make a difference!

Delightful customer experiences are better for the people, the planet, and your profit margins!

“Mollie's passion to help others succeed in the online space is so refreshing.”

"I really resonate with Mollie's teaching style that makes marketing concepts simple. She is always there to answer any questions and her passion to help others succeed in the online space is so refreshing."

JO DISSANAYAKE, MELTDOWN ERASER

Customer experience directly impacts your ROI on acquiring that client or customer.

Imagine doubling your ROAS by increasing the lifetime value of each customer.

(Or reducing refund requests and churn rates.)

We can't control the rising costs of ads (or declining conversions). But we can control the things that inspire brand loyalty, social proof, rave reviews, and referrals.

Boost retention rates and avoid the 3-month churn. Keep customers longer so they buy more, refer more, and help you grow your movement. (And boost your profit margins!)

Boost success rates to convert more upsells. Customers who get results are 100% more likely to buy again, refer others, and publish reviews & UGC.
(And boost your profit margins!)

Grow your movement of brand activists. Happy customers WANT your business to succeed and are happy to help. They just need the right nudges at the right time. (And yep ~ you guessed it ~ this leads to bigger profit margins!)

Whether you run a high-touch coaching program or a fully automated DIY course, you need a delightful customer journey.

And while most businesses think they have delightful after-the-sale funnels in place ~ the data doesn’t lie.

That’s why We Build customer Delight Funnels that Are 100% unique to your Brand & Offer

We call it the

a done-for-you system that boosts impact and income on autopilot.

We call it the

an 8-week done-for-you system that delights your customers on autopilot.

And once it’s in place, it will hum along with very little management from you or your team.

Step 1: Customer Delight Blueprint

1

pHASE one:

Research

We start with an in-depth market analysis of your brand, niche, and offer.

Then, we go through your customer experience as a paying customer so we can feel everything they feel when they buy from you.

2

PHASE two:
Collaboration

We meet with you to share the results of our research and present our ideas for a custom-built strategy. Together, we co-create the strategy to make sure it aligns with your goals, values, and vision.

3

PHASE three: Strategy

We take everything we learned from the first 2 phases and map out a detailed blueprint that’s expertly designed to turn your buyers into brand champions and 100% unique to your offer.

We also look at the tools you're using to make sure you're getting the best features for the best price. We include our observations and tips for reducing expenses in the CEO-level overview of your strategy.

4

PHASE four:

EXECUTION

Once you receive the CEO-level overview of the strategy and the detailed blueprint, you can either hand it off to your existing team, outsource to another team, or hire us to build it from scratch.

wondering if this

WOULD WORK for you?

We currently offer our Customer Delight Blueprint to businesses using one of the following program styles:

DIY ONLINE COURSES

MEMBERSHIPS

1:1 COACHING

RETREATS & EVENTS

MASTERMINDS

GROUP COACHING

“Mollie over-delivers in every sense...”

Mollie has the incredible ability to see things through your eyes and meet you where you’re at. Her online trainings are clear and logical, her style is super friendly and relatable .. and it works!

Mollie over-delivers in every sense and I am so thrilled to have found her.

Kris Barrett, college essentials

Step 2: Customer Delight Engine

The CX Blueprint is detailed enough that any team can implement it, so you may decide you don't need our help building your Customer Delight Engine.

Here's what it looks like if you do:

CREATE

Our team of expert copywriters and designers craft the assets outlined in the Blueprint while our automation and tech experts build the automations to personalize at scale.

1

PUBLISH

Once we finish building your new assets, we’ll oversee the transition from your existing CX to your new customer delight experience to ensure a smooth experience for your customers/clients as well as your team members.

2

MONITOR

We monitor the data and results to ensure customers are moving smoothly through the new experience and becoming brand champions.

3

optimize

It’s unusual to hit maximum KPI results right out the gate, but it does happen!

Usually we’ll see areas that could be improved and make the changes needed to boost results.

4

profit

After we hit publish on your new experience, our partnership transitions from a flat-fee to a profit-sharing model. This allows us to keep giving you our best work until you see the best results possible without you paying for the time it takes to optimize and perfect.

5

Are you the next impact-driven business we get to help make a difference?

Let’s find out!

We’re currently taking applications for our next revolution of Customer Delight Engines.

We only do 2 Blueprints per month and 3 Customer Delight Engines per year.

That’s to ensure we’re able to give your business the time and attention it deserves. Plus we have a tendency to over-deliver. We can’t help it, we just enjoy our work that much!

We’d love to get to know you and your business to see if we’re the right partner for you. We have a series of questions to help us get to know your business, and then we’ll set up a call with our Customer Delight Captain Mollie, to make sure we answer all your questions.

Brand Activism + Customer Relationships =

MAKING A DIFFERENCE EVERY TIME YOU MAKE A SALE

About Fern CX:

We specialize in helping eco-conscious, ethical brands who want to make the world a better place and outperform soul-sucking businesses that treat customers like transactions.

And we walk our talk every step of the way:

we donate 5% of revenue to charities who make the world safer for people and wilderness
we loudly support diversity, equity, and inclusion and everyone's right to safely express their identity
we're activists who support the LGBTQIA2s+ community, social justice, and environmental protection
we volunteer our time for things like beach cleanup and marketing scholarships

Customer Delight Engines are built by Fern CX, a customer experience and customer relationship agency, which has over 20 years experience in online marketing, customers success, and CRM.

Frequently Asked Questions

What exactly is a Customer Delight Engine?

Each one is different, since we custom-build them uniquely for each business.

But think of this as a sales funnel for after the first sale.

It might include changing the way your course content is presented or adding in automated weekly reminder emails with just the right words to inspire & motivate your customers to show up. It might include more automated personalization or shifting the content you post in your group.

During Phase 1, we're going to look at your existing customer experience together. Then we're going to map out the areas where it could be improved for better customer engagement, participation, using the thing they bought from you, getting results, recognizing those results and attributing them to your product/service, and warming them up for the next offer.

It all depends on what your particular offer needs and what your specific customers would respond best to.

How does a Customer Delight Engine increase my Return On Ad Spend?

By optimizing your customer's experience, you boost the lifetime value of every customer/client you acquire.

So let's say your current ads are getting customers for $50 each who buy a $500 product or service. And let's say your current upsell conversions for a $2000 product/service after that first sale are 2%.

It will cost you $5,000 to acquire 100 customers and make $50,000 (before expenses). At a 2% upsell rate, you'll make an additional $4000 from those same customers.

Let's say you add a Customer Delight Engine, and that upsell conversion rate jumps up to 15% (it really varies, but our current customers are seeing 20-80% upsell conversions).

Now you're making a total of $30,000 from the 100 customers you got from your ads.

Total Customer Value before CdE: $54k

Total Customer Value after CdE: $80k

And that's on the low end of the scale!

If you look at our case studies, we successfully retained customers in a $27/month membership for a full year (without ad spend) and upsold 83% of them to an $97/month SAAS product plus upsold 33% of the total members to a $1000 service.

It resulted in an average $1627 per member per year customer value (from a membership that costs $324/year.)

That's a $1300 increase in customer value per customer using our strategies and funnels.

Now of course I can't make any revenue guarantees or promises that your customer experience optimization will result in a 10-80% upsell conversion rate. Every business and audience is different and results vary.

That's why we have a series of questions for you in the application before scheduling a meet & greet to make sure this is a good fit for your unique offer. Before we agree to work together, I want to feel confident that we can help you improve your current results and I want you to feel confident that we really do care about your success.

How is this different than what I'm already doing to boost referrals, reviews, and/or social proof?

One of the things most businesses aren't doing well is inspiring customers/clients to leave specific reviews that help convert more people on sales pages, webinars, and social media.

Our Customer Delight Engines come with an automated process for getting laser-specific testimonials, reviews, and social proof in a way that your customer is happy to share.

And it doesn't involve bribing them with gift cards or ending up with reviews that sound fake. We even show you how to use those reviews/testimonials to attract new soulmate customers to your offers with 30 creative ways that don't feel tacky or tired.

What if I'm not using ads to promote my offer. Will this strategy help me increase my income?

That's the beauty of optimizing the customer experience ~ it works no matter where your customers/clients are coming from.

Some of our clients are selling successfully from social media while others are using SEO to attract customers.

Whether you're investing your time, energy, or money to reach new customers, a delightful customer experience will boost the lifetime value (and your income) of each one.

What if I don't have a clear list of offers for upsells and next offers?

It depends on what your goals are. Every business should provide a positive customer experience, even if you only sell one thing.

A Fern CX Customer Delight Blueprint can still help you turn buyers into brand champions who boost your reviews, referrals, and UGC.

It can also help you boost engagement in your customer communities, increase your collective impact by rallying your audience to action for the causes you care about, and help more people get results from the things you sell.

So even if you only sell one thing, making it an amazing experience is better for your people, the planet, and your business!

But if your goal is to scale your business for more income, we can help with that too. We have a streamlined system for determining which offers would be the most lucrative for repeat sales and retention.

Go ahead and apply for a Customer Delight Blueprint and make note of your situation in the application questions.

We'll book a meet & greet to discuss whether our system is right for your business at this stage of your journey.

What if I don't have the right tools to create a successful customer experience?

A successful customer experience is less about the tools and more about putting the right message and the right steps in front of your customer at the right time.

We've seen automations do this more effectively (and make it feel more personal) than a whole team of customer service agents working around the clock.

But, we also recognize that every business is different and every audience has different preferences.

Based on your brand style and your customer base, we can recommend our favorite tools for making this the easiest possible system for you to manage (easy enough that your VA can run it smoothly while you're on vacation).

But we're also happy to show you how to get the best results with the tools you're already using. Whether you're a coach who is only using Google Drive and a Facebook group or a course creator using the latest high-tech SaaS tools or anywhere in between.