SteveBillinghamConsulting

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Passionate about your business

In this, the second of a specially commissioned series of 9 videos on delivering an outstanding client experience I explore the importance of being really clear about what your clients value about working with you.

I hated every minute of training but I said to myself, don’t quit. Suffer now and live the rest of your life as a champion. Muhammad Ali

In our consultancy work with the financial planning sector, we often identify that the same key “blockages” or challenges are holding advisers back from achieving the results they are looking for. 1. No clear vision Most advisers are so busy keeping all their plates spinning, that they simply haven’t taken the time to define, clarify …

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Your company doesn’t define customer experience. Customers do. Customer experience is based on how your customers perceive your organisation and how well you meet their needs when they interact with, hear about and do business with your company” Michael Hinshaw and Bruce Kasanoff, “Smart Customers, Stupid Companies”

This is the first in a series of 9 videos on how financial advisers and planners can deliver client experience and level of service that delights their clients, sets them apart from the competition and results in effortless referrals through word of mouth. In this first video we explore why “client experience” is so important …

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For all sad words of tongue or pen the saddest are these: It might have been. John Greenleaf Whittier

I believe that for a financial planning business, it’s important to develop a consistent, scalable and repeatable “client journey”, which supports the “on-boarding” of clients and delivery of initial advice. Very often, the way that clients are “on-boarded” is variable and inconsistent. This is particularly the case in large multi-adviser businesses, where each adviser prefers to …

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If you cannot risk, you cannot grow. If you cannot grow, you cannot become your best. If you cannot become your best, you cannot be happy. If you cannot be happy, what else matter? Dr David Viscott

In their 2012 report, entitled UK Wealth Management sector at a tipping point, KPMG highlighted what it called a “discernable trend amongst affluent investors towards managing portfolios themselves” and made the following observations from the research they’d conducted with 41 CEOs across the UK WM industry 300 High & Ultra High Net Worth individuals That research suggested …

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Curiosity is caring in action… it is proof of your commitment to serve, help and transform Steve Chandler, “How To Get Clients