We recently connected with Cheryl James and have shared our conversation below.

Alright, Cheryl thanks for taking the time to share your stories and insights with us today. Can you share a customer success story with us?

Customer success is defined as providing a solution to your client’s problem with your product or service. I work with clients to help them to define their customer experience journey and ultimately create customer success and satisfaction, which also creates customer loyalty.

Recently, I worked with a client who was a hairstylist. She had been in business for many years but was interested in increasing her pricing; however, her current plan did not include changing her product or packaging. We worked together to survey her current clients and then surveyed prospective clients. We found that both client sets were willing to pay more for a product and service that was more convenient to them and gave them a luxury feel.

We implemented a plan to improve her packaging and add more convenient hours to her schedule. On average, she has seen a 20% increase in revenue..

Awesome – so before we get into the rest of our questions, can you briefly introduce yourself to our readers.

Hi, My name is Cheryl L. James, and I’m the CEO of C L James Consulting. We are a boutique consulting firm that specializes in Customer Experience and Automation. Our goal is to help businesses design customer experience, acquisition, retention, and loyalty programs, enhancing your brand perception and skyrocketing your revenue.

I spent 25 years in corporate consulting with fortune 100 companies to guide their decisions around how to improve their customer experience journey. We would focus on ideal customer definition, customer satisfaction metrics, as well as automation and operations. Most Fortune 100 companies spend well over $1M a year on customer experience as they know and understand that it costs less to maintain your customers than to acquire new ones. However, small businesses do not have the resources to support this level of effort. This is where we come in!

I started CL James Consulting to be a lifeline to small business owners and to help them improve their customer retention and build brand loyalty. Small businesses need this more than ever, as losing just a handful of customers can have a major impact on the bottom line.

Our services include:
– Ideal Customer Definition/Personas
– Customer journey maps
– Customer Service Audits and SOPs
– Client Onboarding Processes
– CRM Implementation
– Client Experience Automation

We have several digital products available:
– How to Build a brand your customers will love.
– Customer Service checklist for small business
– Brand voice workbook

We are also in the process of launching two group coaching programs
– Brand Loyalty Mastery
– Profitable Customer Experience Journey

Cl James Consulting is unique as we are working to improve the customer experience of small businesses, especially women-owned businesses. The goal is to educate business owners on how to compete on experience and not price which would allow them to gain their share of the market currently managed by larger organizations.

I’m proud that I get to help businesses to become more profitable. At the end when we support each other, we help everyone win!

If you say yes to the following – we should connect!

– Implement an exceptional customer service process.
– Transform customers into brand ambassadors
– Demonstrate to your customer how much you appreciate their business
– Create customer-centricity within your organization
– Automate processes that take up your time.

A little more about me:
– 25 years of corporate consulting experience with Fortune 100 companies
– Certified Customer Experience Professional
– Top Entrepreneur to watch Phoenix 2021
– Computer Science and Organizational Management Degree
– Advisory Board for the University of California, Irvine Customer Experience Certificate Program

Any thoughts, advice, or strategies you can share for fostering brand loyalty?

Using a CRM with strong automation allows me to nurture my clients. It ensures that we can send newsletters and follow-up emails and create a relationship with the client that creates loyalty.

This is a service that we offer our clients. Small business owners wear many hats and rarely have time to nurture their customer relationships. Automation can provide a lot of relief in this area.

Are there any books, videos or other content that you feel have meaningfully impacted your thinking?

Over the years, I have read many books that impacted my management style and helped grow my entrepreneurial thinking.

– Emotional Intelligence – Daniel Coleman
This book helped me to manage my emotions and learn how to make decisions based on fact.
– Rich Dad Poor Dad – Robert T. Kiyosaki
This helped change my mindset about money and thinking on a much larger scale.
– Superfans – Pat Flynn
Audience-building strategies to create brand loyalty
– Traction – Gino Wickman
Strategies for running a successful business.

Contact Info:

• Website: https://cljamesconsulting.com/
• Instagram: https://www.instagram.com/iamcljames/
• Facebook: https://www.facebook.com/cheryl.odomsjames
• Linkedin: www.linkedin.com/in/cheryl-l-james
• Twitter: https://twitter.com/iamcljames