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Delivering an Outstanding Client Experience – Part 2

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.

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6 things holding advisers back

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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Delivering an Outstanding Client Experience – Part 1

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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The “client journey”

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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A tipping point

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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Why “client experience” matters

In a recent white paper, James Edsberg of Gulland Padfield, defined client experience (as it relates to the wealth management sector) as… “everything not related to the performance of financial products”. Delivering a really memorable and differentiated client experience leads to delighted clients who remain loyal, don’t worry about the fees you charge and refer …

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Common client experience pain points

According to a recent white paper on delivering a great client experience (authored by Barclays Wealth ironically), the following areas are the ones that tend to cause clients most “grief”. 1. Lack of responsiveness Hiding under the desk when markets are tanking really should be avoided. 2.Neglecting peace of mind at an early stage The …

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Is your client experience “deliberate”?

Great word that… deliberate. It’s fairly easy to deliver a great client experience every now and again. But doing so time after time is much harder and requires you to design a process and approach that delivers a great client experience consistently and “on purpose”. In other words, deliberately deciding what you want your client …

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A cause for celebration

Last week saw one of our longest standing clients, Informed Financial Planning, based in Hull, pick up the award for IFA of the Year for the North East at the Professional Adviser awards. This award is the culmination of a number of years of genuine hard graft by MD, Kevin Ferriby and Ops Director Becky …

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What’s your “pre-shot routine”?

Any professional golfer will happily confess that they have their own “pre shot routine”: habits that they have developed to help them to execute every single shot to the best of their ability. Much of that routine will be mental and involve a fair amount of visualisation about the swing, where they want the ball …

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