I’m excited to start a fun new series here on the blog. I’m calling it “CX In Action” and it will feature businesses I’ve interacted with and have been really impressed by. From great first impressions to time spent engaging with their brand, I’ll share all the delights I’ve experienced while working with them. I hope the series becomes a source of inspiration as you explore ways to improve your client experience processes. Writing this one to share with you has already sparked new ideas for my clients and business.

First, is the Showit website template company I chose for one of my website designs, Encontro!

A quick backstory…..

Before discovering Encontro, I paid a deposit for a custom website. A premature decision? Maybe. Okay….admittedly, it was. I had my heart set on a custom website (and I know several amazing designers who I’m happy to recommend), but time and budget constraints made it a not-so-good decision. So I paid the termination fee (ouch!) and went on the hunt to find a great website template that I could use to refresh my website.

Enter Addy, the owner of the website template company, Encontro.

FIRST IMPRESSIONS:

2 things that made my decision to purchase an easy one

1/ A Singular Focus

Addy is in the business of creating Showit website templates. Period. And that is very evident as soon as you land on her well-designed website. Because of this singular focus, her templates can take center stage and be showcased above the fold on her website’s home page, immediately grabbing my attention. In addition, with one offer, Addy’s website copy has a very clear and consistent message that speaks directly to the needs of her potential customers.

2/ A Key Differentiator

I love that Addy highlights the fact that her templates are designed using user experience (UX) principles. And she doesn’t stop there. She shares her obsession with UX and explains why this is so important for your online presence. 

After spending hours looking at templates (and adding a few to my short list of potentials), reading this on Addy’s website automatically made her templates my number one choice. Encontro was the only template shop I came across that’s UX-focused and has clear messaging and template demos that support Addy’s UX design thinking.

MOMENTS THAT MATTERED:

2 pleasant surprises to rave about

1/ An End-To-End Solution

Addy thought of everything. Her user-focused approach to building templates is not only reserved for the front-end experience. The backend of the Encontro template is also next level. From the naming convention used for the site canvases to the layout of each site element, it was a delight to see everything so well organized, consistent, and intuitive. 

I was also pleasantly surprised to log into the Encontro course (a free resource provided) and find over 20 lessons, including video lessons! And not just editing lessons—lessons on user experience considerations and links to helpful SEO articles are also included.

Optimizing usability for both the backend (me) and front-end users increased my confidence and trust in Addy’s services.

2/ Owner Accessibility

I’ve purchased other Showit templates in the past. With those, my experiences have been very routine. Purchase template > receive link and a PDF file with some details > get plugged into an email funnel. That’s it. Not with Encontro.

Not long after my purchase, I received a DM from Addy asking how things were going. She welcomed any questions I had and responded timely with either a text message or voice memo. She also reviewed my website and recorded a Loom video with feedback before launch day. Talk about going above and beyond! 

What I may have missed from having a custom website experience, Addy more than made up for with so much value and support.

MAINTAINING BRAND LOYALTY:

an action that created a lasting relationship

• A Gesture Of Appreciation

This may surprise you…..

After the launch of my website, Addy extended an affiliate link to me with a discount code to share with anyone interested in purchasing an Encontro website. You may be asking….”How is extending an affiliate code a genuine gesture of appreciation?” Here’s my take.

An invitation to participate in Encontro’s affiliate program resonates with my desire to recommend businesses I love and helping other businesses save money. It’s a value-add for me, especially after the great experience I had with the company.

Addy also expressed many warm gestures of appreciation BEFORE mentioning anything about her affiliate program. She was always available to offer support, kind enough to send me a direct message to congratulate me on launch day, and joined in the celebration. By the time Addy shared details about the affiliate program, it felt like a warm welcome to her community. The gesture was unexpected and surely made me feel valued and appreciated.

From my first impressions to after the sale, Addy made the experience working with her company a stellar one. It’s definitely an amazing client experience in action. If you’re in search of a website template to elevate your web presence, be sure to check out Encontro.

ps. If you’re ready to level up your client experience processes, I would be more than happy to help— check out my client experience services to learn more.