Episode 9: The Power of Automating Your Customer Journey: Turning Leads into Loyal Customers
Every thriving business has one thing in common: a customer journey that feels seamless, supportive, and consistent. In this episode breakdown of The Digital Shift™, Natasha Roberson explores how automation shapes that journey from the moment someone discovers your brand to the moment they become a loyal repeat customer.
Most entrepreneurs lose customers not because their offer is weak—but because their customer experience is inconsistent. Natasha walks through the stages of awareness, consideration, conversion, retention, and advocacy, revealing where businesses typically drop the ball and how automation fills in the gaps.
Why Your Customer Journey Needs Automation
If you’ve ever felt overwhelmed by constant follow-ups, late-night DMs, or lost leads slipping through the cracks, you’re not alone. Manual customer management is exhausting—and impossible to scale.
Automation changes that.
When done right, automation gives your customers a polished, predictable experience that builds trust every step of the way. You get to stay present and personal, while technology handles the heavy lifting behind the scenes.
Natasha puts it best:
“Automation isn’t just a tool—it’s the key to creating consistent, meaningful connections that build loyalty and trust.”
Breaking Down the Customer Journey (and Where Most Entrepreneurs Miss Out)
A well-built customer journey moves through five stages:
Awareness – They learn who you are.
Consideration – They start paying attention to your content and value.
Conversion – They decide to buy.
Retention – They remain engaged after the sale.
Advocacy – They become loyal fans who refer others.
The biggest problem?
Most business owners only focus on one of these stages—usually the sale.
Automation ensures every part of the journey gets the consistent attention it deserves.
Three Automations You Can Implement Today
Natasha breaks down the simplest yet most powerful automations every business needs:
1. Welcome Sequences
This is your chance to make a strong first impression.
A welcome sequence introduces your brand, sets expectations, and builds trust from day one—automatically.
2. Follow-Up Workflows
Most conversions require 5–14 touchpoints, yet most entrepreneurs follow up once.
Automated follow-up nurtures leads with valuable information, encouragement, and reminders—so no one gets lost.
3. Retention Campaigns
A sale isn’t the end—it’s the beginning of the relationship.
Retention campaigns keep customers engaged, informed, and excited, dramatically increasing repeat business.
Real-Life Success: $1,200 in a Weekend
Natasha shares the story of a client who implemented a simple automated workflow and generated over $1,200 in sales in just one weekend—simply by staying consistent through automation.
That’s the power of a system doing the work for you while you sleep, spend time with your family, or focus on building your business.
The Truth Behind Conversions: It Takes Consistency
Entrepreneurs often think people aren’t buying because they’re “not interested.”
But the reality?
Most people just haven’t been followed up with enough.
Automation solves this by ensuring:
Every lead receives the right information
Every prospect gets nurtured
Every customer feels supported
Every follow-up is timely and valuable
When your follow-up is dependable, conversions naturally increase.
Tools That Make Automation Simple
Inside Self Made Hub, entrepreneurs get plug-and-play templates, workflows, and systems that make automation easy—even if you’re not tech-savvy.
Natasha highlights tools like:
Automation templates
14-touch follow-up sequences
Customer onboarding workflows
Retention drips
Lead capture funnels
SMS and email workflows
These systems help you serve at a higher level while reclaiming your time.
Action Step You Can Take This Week
Look at your customer journey and choose one stage:
Awareness
Conversion
Retention
Then choose one automation to implement:
A welcome sequence, follow-up workflow, or retention campaign.
Start with one system, and build from there.
Final Thoughts
Your customer journey is the heartbeat of your business. When you support your audience through automation, you build trust, create connection, and turn leads into lifelong customers.
If you’re serious about scaling without sacrificing the personal touch, automation isn’t optional—it’s essential.
Ready to transform your customer journey with automation?
Start simplifying your systems today with the Self Made Hub. Sign up for a free trial at www.self-made.biz/membership-options.
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