EP 4 — The Hidden Experience Gaps That Cost You Clients (Before You Ever Know It)
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EP 4 — The Hidden Experience Gaps That Cost You Clients (Before You Ever Know It)
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Most trust doesn’t break at the surface — it erodes quietly after someone becomes a client. In this episode, Sandra Martini reveals the hidden experience gaps that cause clients to disengage and churn without ever complaining, even when delivery is strong.
Key Takeaways:
- Trust leaks most often occur after the sale, not before.
- Clients leave due to small, compounding experience gaps, not one big failure.
- Four hidden gaps quietly erode trust: Now What?, Energy Drop, Assumption, and Inconsistency.
- Clients experience transitions, while businesses focus on task delivery.
- Experience is a design problem, not a people problem — trust scales through clarity, not effort.
https://themartiniway.com/category/trust-leaks-podcast/
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