A theme of this podcast is how to build a brand in a way that feels good to you and true to your personality, and that always encapsulates more than just designing a great logo. Today I'm excited to chat to client experience expert Fran Smith about how to elevate your client experience to grow a community of loyal fans (who'll ultimately do your marketing for you!) We had such a great chat and I was particularly excited about all the amazing tips Fran shared. So have a listen, come and let us know what you think, and I hope you enjoy hearing about a different aspect of branding. Episode highlights:  03:30 The Impact of Communication Style on Brand Perception  14:42 Creating a Consistent Brand Across All Touchpoints 16:36 Surprise and Delight: Elevating the Client Experience  25:56 The Art of Handling Customer Complaints  41:53 The Importance of Setting Expectations in Client Experience  Thanks to iStock for sponsoring this episode. Don't forget to check out Fran online and follow her on Instagram! If you'd like to have a chat come find me on Instagram. Can't wait to connect with you. This episode was written and produced by me and edited by Lucy Lucraft. If you enjoyed this episode please leave a 5* rating and review!