In our conversations with service providers we regularly ask our clients: How well do you know your clients? On many occasions the typical response is I know my clients pretty well? theyve been with us for x years. In our experience that retort is not always the response of the service providers clients.
The rules are changing for knowing and engaging your clients. Clients expect to have an experience that mirrors their internal behavioral belief system around how they like to be served. Anything short is missing their expectations. But how do you know their behavioral belief system? You do it by understanding how they are wired for communication.