How to Create a Great Customer Experience Online as a Business Coach

While business coaching is one of the most engaging and demanding careers out there, it doesn’t mean that you can’t make it more fun for you and engaging for your clients. Once you decide to expand your reach online, you have several marvelous opportunities in front of you to create a great customer experience.

Great customer experience should come throughout the lifecycle of your online training activities. This is how you will ensure repeat business, build relationships with your clients, and increase your customer base. “But how do I achieve this?”, you may wonder. It’s not as hard as it might seem at first.

Here is what you can do to boost online customer experience as a business coach.

Make it Easier for Clients to Find You

If you want to deliver a memorable experience online to your customers you have to start by making it easier for them to find you. Have you ever heard of search engine optimization, SEO? SEO encompasses numerous actions with one simple goal – rank higher in search engine result pages.

What can you do to improve your SEO? First, you have to start assessing your digital footprint. This includes your website, all your posts on popular websites, such as Quora, and your social media profiles.

You can simply start with keyword research. And, remember, when you are choosing the keywords, you don’t want to bring thousands of new people to your website. A hundred, but a hundred right ones will suffice.

Once you choose your keywords, you will have to use them in your title tags on your website posts, edit your webpage’s URLs, optimize alt tags and image names and meta descriptions. You also have to revisit your website functionality and make the internal linking guide your visitors through the website seamlessly.

This will have a circular effect. Your clients will keep returning because you are easier to find and offer a great browsing experience. And the search engines will pick up that your website is relevant for the keywords and reward you with higher ranking positions in the SERPs.

Offer Great Learning Experience

As an online coach, you can easily fall into a common pitfall – offer a single type of learning material for your customers. This is a big no, especially today when we know that different people favor all kinds of different learning materials. So, what can you do?

Have you ever thought about diversifying the learning materials that you offer to your customers? Here are several options that you should consider pursuing:


The value of the product you are selling is determined by your knowledge and personal experience. With great blog posts, you can strike two birds with one stone.

First, you will help your customers determine how knowledgeable and experienced you are. And, second, you will boost customer experience by giving them free learning material. Don’t forget to use high-quality pictures and infographics!

Free guides

Free guides are great when it comes to astonishing your customers and creating a memorable experience for them. You can create short guides addressing very specific topics. Once you are done with a series, you can compile them and offer them as part of some ultimate guide.

Alternatively, you can start by announcing an ultimate guide and publish one guide every week. Both of these are great customer experience boosting methods.


Customers love getting things for free. This is why you should consider sharing downloadables with them. It can be any of the guides you’ve been working on, a free video lesson, and so on. This is also a great opportunity for you to build your email list.  


Video is the future of media on the Internet. If you want to go with the best customer experience practices, you should start uploading and sharing as many videos as you can platforms such as Facebook, LinkedIn, YouTube, and Instagram TV.

Live sessions

You should also consider launching live sessions and invite your clients to join you. Giving your customers the opportunity to be in direct contact with you is a great experience to start building a relationship on. Deliver your live sessions on your Facebook page, Facebook Group, YouTube, Instagram or via private live webinars which require people to register and attend at a predetermined date and time.

Membership Sites

Giving your clients a secure place to go through your coaching material on their own time can be hugely beneficial for both you and them. Structure the content in a sequential manner that will allow your clients to go through your program in a step by step manner. Content can be delivered by video, audio or pdf downloads such as worksheets, planners or checklists.

Membership sites also allow you to charge for access to your best content.

Engage Your Prospects

To start building an image of an online coach who offers a great experience to their clients, you have to adopt the proactive mindset. When we say proactive, we actually mean engaging your customers before they even want to buy your services.

While doing so, you’ll also expand your online reach. For instance, you can join popular groups on social media and answer technical questions asked by business owners. Find new and unanswered questions on Quora and post an answer. While you are at it, feel free to leave a link to your website. Use an URL shortener to protect your domain from getting blocked by Quora.

You can also discover trends on Twitter and take part in any conversation.

Enable Flawless Communication

The next thing on your list should be enabling flawless communication between you and your audience. There are several ways to do so. For instance, you can do so via the already mentioned live sessions, Facebook messenger, or Instagram. Add live chat to your official website, respond to the comments on your blog, YouTube videos, and Instagram and Facebook posts.

You have to make sure that every aspect of your online presence is well-covered in terms of communication. Chatbots are taking over this landscape so you could also consider using one to take care of your customers when you are sleeping.

This is a viable option, as you will probably end up coaching people from different time zones, and chatbots can help you disperse important info while you are sleeping.

When it comes to pushing emails and informing your audience about important developments, nothing beats email marketing automation in terms of efficiency and consistency. With email marketing automation software in your hands, you will be able to deliver hundreds of email on the go.

Some of these tools also support pushing out custom-tailored emails to each of your audience segments. This will help you create a customer-centric experience and appear more attractive to your audience.

Enhance Purchasing Experience

In the end, you should also improve the last stage of the customer journey – the purchase process. There are two things to cover here. First, you have to acknowledge the fact that not all customers want to buy a course. Some of them value a one-on-one session more than guides, courses, and webinars.

This is why you should expand your offer and make sure that you online coaching can be consumed in several different ways. And, the second thing to cover is the payment processing.

To deliver the great experience, you have to support popular payment methods, simplify the purchase process, require only essential info from your customers, and help them feel safe and secure sharing their personal data with you.

Guide Your Buyers Step by Step

As an online business coach, you will probably end up having several conversion goals. For instance, you might want people to sign up for your email list, fill out a survey, and make a purchase. A marketing funnel is nothing more than a predetermined list of steps your website visitor has to take to reach the conversion. This is why many marketers use conversion funnels as a synonym for marketing funnels.

In any case, you will have to set up a marketing funnel for each one of your conversion goals. You may decide to create a few marketing funnels, for example:

  • Free downloadable PDF guide – Similar to the video lesson, except offer a PDF in exchange for their email address
  • Three part video lesson funnel – Offer a free video in exchange for their email address
  • Free webinar – Offer a live training session using webinar software which your prospect will need to register and attend in order to learn from you.

This is a great way to identify the conversion roadblocks, optimize the customer journey and increase profits. When your prospective clients gain value from you first, they may feel inclined to purchase coaching either through live one on one sessions or your membership coaching program. Make sure your free content delivers huge value upfront. People will see that you are willing to help them before asking for payment and may decide to pay you for additional services later.

Creating a great customer experience online as a business coach will require some time and effort on your part. From a long-term point of view, this practice has no downsides at all. The only thing that you should worry about is being consistent at delivering an exceptional experience and your clients will be coming back for more.

Burhaan Pattel

Burhaan Pattel

Founder of Bridgeight - Digital Bridge Builder, Certified Google Ads Partner, Facebook Marketer, Funnel Builder & Coach.

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