Tagline
My name is Erica Wood, Founder of Client Journey Advisors. I help CEOs of growing virtual staffing companies increase client retention by 20% in just 3 months. With 20+ years in client experience, I’ve maintained a 94% retention rate across portfolios of up to 80 clients and orchestrated over 100+ successful client–VA onboarding experiences.
Bio
There was a time when everything felt aligned. My work, my purpose, and my sense of self all moved in harmony. For nearly 20 years, I served children and families at Children’s Healthcare of Atlanta, helping them navigate some of life’s most vulnerable moments. I led patient experience initiatives, launched programs, mentored staff, and spoke at conferences to elevate our work. It was heart-led and sacred. I was proud of the difference I was making.
Then life unraveled----
I endured two unexpected layoffs and, most heartbreakingly, lost my husband to cancer. In a short span of time, I lost not just a job but a sense of home, identity, and belonging. I made the brave choice to start over in a new town, and with each step, I began to rebuild. In the rebuilding, something came into focus.
I realized I’d spent my entire career solving a problem most businesses don't fully understand: poor client experience is often the hidden root of team burnout, high churn, and stalled growth. When the right systems aren't in place to align delivery with client needs, chaos fills the gaps. I wasn’t just reacting to that chaos, I had been building a blueprint to fix it. And I knew that I could change the Client Services trajectory by sharing that blueprint.
So I founded Client Journey Advisors.
Through our consulting work and the Compass Clarity Method, I help CEOs and Client Experience Leaders of scaling virtual staffing companies turn reactive service delivery into intentional, scalable models. We create systems that retain clients, build trust, and center the human experience at every stage of the journey.
Today, life isn’t just steady, it’s deeply aligned.
I'm confident in my purpose, impacting my clients, and equipping them to lead with clarity, empathy, and intention.
Location
Monroe, Georgia, US
Last Active
4 days ago
Name / Logo
Elevator Pitch
I help CEOs of growing virtual staffing companies increase client retention by 20% in just 3 months.
Industry
Other
Team Size
Just Me/Co-Founders
Annual Revenue
$0 to $100k
| Skill | Strength | Explanation |
|---|---|---|
| Client Experience | 95 / 100 | Over 20 years of experience in client experience, maintaining a 94% retention rate across portfolios of up to 80 clients and orchestrating over 100+ successful client–VA onboarding experiences. |
| Leadership | 90 / 100 | Led patient experience initiatives, launched programs, mentored staff, and spoke at conferences during tenure at Children’s Healthcare of Atlanta. |
| Founder | 90 / 100 | Founded Client Journey Advisors to address client experience challenges in virtual staffing companies. |
| Entrepreneurship | 85 / 100 | Founded Client Journey Advisors to help CEOs and Client Experience Leaders of scaling virtual staffing companies improve client retention and service delivery. |
| Consulting | 85 / 100 | Consulting work through Client Journey Advisors, helping companies improve client retention and service delivery. |
| Healthcare | 80 / 100 | Nearly 20 years of experience at Children’s Healthcare of Atlanta, focusing on patient and client experience. |
| Project Management | 80 / 100 | Implemented systems to align delivery with client needs, reducing chaos and improving client services. |
Title
Founder
Position Description
Founded Client Journey Advisors to help CEOs and Client Experience Leaders of scaling virtual staffing companies turn reactive service delivery into intentional, scalable models.
Accomplishment Notes
Increased client retention by 20% in just 3 months for growing virtual staffing companies.
Title
Patient Experience Leader
Position Description
Led patient experience initiatives, launched programs, mentored staff, and spoke at conferences to elevate work.
Accomplishment Notes
Made significant contributions to improving patient experience and staff mentorship.
Title
Client Success Consultant
Position Description
Manage the relationship between our client and contracted employees. Help cast vision for what the client/contractor relationship could be long term. Invest time, trust, and care in order to strategically enhance and grow our client's business by offering additional solutions/services provided by BELAY. Consulting for best practices, tips, and efficiency recommendations for the most effective and productive engagements. Manage the clients current contract agreements. Manage crisis situations and escalate when appropriate.
Accomplishment Notes
Title
Director of Client Success
Position Description
As the Director of Client Success, I play a pivotal role in overseeing both the Client Success Team and the Virtual Assistant Management Team to ensure seamless service delivery and client satisfaction. I am responsible for developing and optimizing workflows, processes, and procedures that enhance operational efficiency and scalability. Key responsibilities include ensuring the teams meet quarterly performance metrics, handling escalated client concerns, and actively contributing to departmental growth and development. As the Director I collaborate closely with the leadership team to drive strategic initiatives that support the company’s continued expansion and success. I am a proactive leader with strong problem-solving skills, a passion for client success, and the ability to build and refine high-performing teams in a fast-paced, evolving environment.
Accomplishment Notes