03/25/2025
Mapping gaps in the client journey ...
89% of people polled say
This is enough to leave-
And not come back.
ATl's research says 89% of people have stopped using a business because of poor experience.
63% of clients polled by Forrester will not go back to a company after 1 poor UX including lack of communication next steps or poor client service experience.
40% drop in satisfaction can occur over the entire customer journey, even if individual touchpoints are positive, due to cumulative frustrations like unclear communication or lack of personalization according to McKinsey
Some of the most crucial aspects of client UX are :
Setting expectations with excellent communication
Always knowing where you are on the client journey map of milestones
Tracking and prioritizing kpis to success as defined by your client
In Construction this could be:
Clear coordinates on milestones
Consulting could be kpis or deliverables
Coaching could be stage of progress achieved
But, what if you had no certainty of where your investment was going?
According to Unanet 1 /3 of projects surveyed do not know if they are on budget or on time on a daily basis
-----record skip
What does this mean if you are a service
provider
---communication is crucial
You could be making progress ahead of schedule,
but if not communicated
your thrilled
while,
you've neglected to set expectations and the unkown, perIods of waiting and wondering cause undue uncertainty to your client.
More than enough to walk.
Remember, its not about you, its about your client.
What does this mean if you are a client investing in the service ->
Define success early
Define the associated deliverables
Ask for a way to templatize what is delivered to you so you can stretch your ROl and turn it into a system
Aim to develop your digital assets, into an asset library, so the work developed can grow as systems do in your organization.
At the end of each Engagement gather feedback and use it to improve the experience for your next client.
Feedback should include the voices of your clients and your team.
Identify the points of friction and polish the surfaces.
What could have been smoother
Where could we have done better
What would you like to have seen
Feedback is not complete until it reflects both internal and external experiences.
Have you taken the ti.e to make it a priority to learn from your clients experiences?
Is there something you would change knowing what you know now?
Let's get into it in the comments
