21. How to Design a Customer Experience That Makes People Rave About You
- Ashley Conway
- Jun 16
- 3 min read

If you want people to rave about your business, you don’t need a massive ad budget or an over-the-top viral stunt. You need one thing: an unforgettable customer experience.
Not just good service. Not just helpful staff or fast responses. You need to create moments - big and small - that leave people feeling seen, supported, and compelled to share your business with others.
On this episode of the Higher Purpose Marketing Strategy podcast, we’re walking through a simple 3-step framework to map out your own rave-worthy customer experience, plus real-life examples from companies who’ve mastered it.
But first—what is customer experience, exactly?
Customer experience is the overall perception someone has of your brand. It spans their entire journey: how they first hear about you, what happens when they buy, and how you follow up once the service is complete. It's the vibe of your business—the emotional imprint you leave on your customers long after the transaction is over.
It’s not the same as customer service (which is often reactive and focused on fixing problems). Customer experience is proactive. Intentional. It’s a strategy, not a department.
And here’s how you start designing yours.
Simple, 3-Step Customer Experience Mapping
Identify Key Customer Touchpoints
First, map out the major interactions customers have with your brand. These will be different depending on your business, but common ones include:
Your social media profiles
Your website and checkout page
An onboarding call or welcome email
The delivery of your service
Your follow-up or off-boarding communication
Today, let’s use these three examples to walk through the rest of the process:
First time they discover you (through social media)
The sales page or checkout experience
The email you send after your service is complete
Decide How You Want Them to Feel
Once you’ve identified the touchpoints, ask yourself: “How do I want them to feel in this moment?”
For example:
At first discovery, you want them to feel known and understood.
On the sales page, you want them to feel confident and clear.
After your service is complete, you want them to feel valued and supported.
This feeling should guide the design of your content, your messaging, and your actions at every step.
Design the Experience
Now that you know the touchpoint and the desired feeling, it’s time to get creative.
Example 1: First time they discover you on social media
Feeling: Known and understood
Experience: Share customer stories, relatable quotes, and messages that say, “I get you.” Prioritize connection over promotion. Think content that gives your dream client the sense you’ve been reading their mind (or their inbox).
Example 2: Sales page or checkout
Feeling: Confident and clear
Experience: Include results-driven language, clear FAQs, testimonials, and a guarantee (if appropriate). Make it easy for them to say yes—and take away as much perceived risk as possible.
Example 3: Post-service follow-up
Feeling: Valued and supported
Experience: Send a thoughtful thank you email, include a small gift or next-step resource, and offer an option for continued support. You could even invite them into an “insiders group” or ask for feedback that helps shape future services.
Designing a customer experience like this isn’t about fancy packaging or expensive perks. It’s about intention. It’s about creating small, thoughtful moments that say to your customer, “We see you. We’ve got you.”
And here’s the truth: when people feel cared for, they tell others. You’ll turn satisfied clients into enthusiastic brand advocates, and build a business that grows through loyalty, not just marketing spend.
Need help building your customer experience map?
In my Power Hour Coaching Sessions, we’ll look at what’s working, what’s missing, and how to design a customer experience that makes your business unforgettable. Whether you're just getting started or ready to level up, you’ll leave with a clear plan and quick wins you can implement right away.
Book your session at beweirdmarketing.com/power-hour.
Because the best marketing doesn’t always come from more content or louder ads—it comes from the stories your customers tell when you’re not in the room.