🎯 Designing Customer Experience Systems
A practical framework with real results from the HubSpot Admin Program.
By Jameson Campbell
Why CX as a System
Great customer experience isn't vibes — it's design. Map touchpoints, standardize delivery, automate the boring parts, and measure outcomes.
The Problem with Ad-Hoc Service Delivery
- Custom every time → slow, inconsistent, hard to price
- No shared process → quality varies by person
- Unpredictable revenue → messy invoicing & scope creep
The Framework (Repeat Quarterly)
1. Map Touchpoints
Purchase → onboarding → first 90 days
2. Spot Frictions
Where clients wait, guess, or re-explain
3. Standardize
Templates, SLAs, "in/out of scope," clear packages
4. Automate
Portal, intake, reminders, status updates, billing
5. Measure & Iterate
Adoption, time-to-value, churn, NPS
Our Implementation (HubSpot Admin Program)
- Portal & process: SPP for intake, tasks, messaging, billing
- Onboarding: welcome flow + short video + discovery + scheduled consults
- Boundaries: published scope, "Special Request" lane for edge cases
- Proactive guidance: monthly roadmapping email → curated task plan
- Ops assists: bulk dedup (Dedupely), programmable automation (OpsHub + JS)
Portal onboarding experience — mapped and streamlined touchpoints for consistent client experience
We defined clear roles and established proactive communication channels to ensure clients always knew who to contact and what to expect at each stage.
Program Champion role — defining ownership and proactive communication for consistent client support
Structured planning and recurring improvement cycles kept the program evolving with client needs while maintaining consistency.
Program roadmap approach — structured planning and continuous improvement based on client feedback
Results
- • Shifted one-off work to recurring revenue
- • Cleaner cash flow with automated invoicing
- • Faster onboarding; fewer handoffs; consistent delivery
- • ~10% churn reduction early on; more referrals and "professional" kudos
Lessons
Productization isn't rigid — it's repeatable.
Draw hard scope lines, then evolve with data and interviews.
Ship the next small improvement; don't wait for perfect.
Bottom Line
Treat CX like a system. Standardize, automate, measure, iterate — and watch retention, referrals, and revenue compound.