We have a tendency to think that if something is wrong our client will tell us.
Having spent 15 years in tech I can tell you that this almost never happens.
If your client has a problem with you or your service they will most likely keep it to themselves.
This is damaging for your relationship, your brand and ultimately your firm’s bottom line.
What should you do instead?
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You need to ask for feedback. When’s the last time you surveyed your clients? Have you ever asked them what you could improve?
If not, you aren’t just building risk you’re also leaving a ton of money on the table.