It’s not always easy to understand your clients’ motivations. Being a good listener and asking the right questions can certainly help...up to a poinbut even then, there’s often a big gap between what they are dealing with and what they are discussing with you. This gap is where misunderstandings can occur.
In assessing client behavior, it’s the misunderstandings that matter the most. Many clients are often satisfied and quietly so. These are the ones who will be quick to offer recommendations and usually become ambassadors. They are essential in driving referrals, and often help propel your business forward. A positive client experience is essential to help retain and motivate these clients.
But it’s the other group that can put your company at risk. A negative customer experience can lead to churn, negative word-of-mouth, and bad reviews. This can have a detrimental impact on your company.