Client trust is built over a period of weeks, months, or even years. Yet, it just takes one negative interaction to erode that hard-earned trust.
Clients can become disgruntled for many reasons, including inconsistency when receiving services or answers, missed deadlines, “undetected” bottlenecks, or undelivered promises, among other things. Often, these missteps can be traced back to chaotic processes and stakeholders without real-time access to the information they need to make informed decisions.
Whether it’s because employees need more time to track down answers, or frustrated clients take their business elsewhere, sooner or later an organization operating inefficiently will experience a negative impact on its bottom line.