The Design Client Engagement Poster argues that a positive client experience can lead to a sustainable business. The poster separates the experience into 3 phases. The Pre-Service Phase is about client’s expectations, the Service Phase is about the client’s experiences, and the Post-Service Phase is about client satisfaction/dissatisfaction. This poster can be found on Design Client Engagement.com and is available for purchase for $25 + shipping here.
A positive client experience with your service can lead to more clients and ultimately, a sustainable business. A service does not exist in isolation; it is a string of experiences made up of touchpoints over time. Like a chain that will break at the weakest link, the client experience will break at the weakest touchpoint.