SteveBillinghamConsulting

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First class “client experience” in action

When Jan Carlzon took over Scandinavian Airlines (SAS) the business was making multi-million losses and in worrying decline. In just 12 months he turned the business around. In one year earnings were up £60 million in a drastically slumping market where other international airlines collectively lost £1.5 billion. One of the key elements of Carlzon’s …

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Are you measuring the right things?

Most advisers measure what they think is right (usually turnover and if you are lucky… profit) rather than measuring what matters most, i.e. the things that matter to clients. In 1994 Continental Airlines was failing… big time. It had filed for bankruptcy twice in the previous decade. Then they hired Gordon Bethune who simply got …

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Some thoughts on Marketing

Finding more, higher value, more profitable clients is one of the key challenges for advice businesses in today’s market. Indeed, probably the most common question I get asked during my work with advisers is “How can we attract more HNW clients?” The days of working with anyone who can fog a mirror are disappearing due …

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Delivering an Outstanding Client Experience – Part 9

In our final video of the series I explore whether it’s possible to measure something that seems so intangible as “client experience” and provide an simple but effective framework and formula for doing so.

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Delivering an Outstanding Client Experience – Part 8

In this, the penultimate video in our 9 part series on delivering an outstanding client experience, I explore the role that outsourcing can play in helping you stay focused on delighting your clients, including the 4 keys to building successful relationships with your outsourced service providers.

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Delivering an Outstanding Client Experience – Part 7

In this video, part 7 of our 9 part series on delivering an outstanding client experience, I explore the importance of employee engagement in delivering outstanding client service, and the strategies you need to keep your people focused on doing just that.

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Delivering an Outstanding Client Experience – Part 6

In this, the 6th video of our 9 part series on how advisers and planners can deliver an outstanding client experience that will build client loyalty and trust, I examine the 4 key behaviours that build trust in the adviser/client relationship.

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Delivering an Outstanding Client Experience – Part 5

In the fifth part of our specially commissioned series of videos of how advisers and planners can deliver a first class client experience, I explore why regular reviews are key to building profitable long term client relationships.

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Delivering an Outstanding Client Experience – Part 4

In this, the 4th of our 9 part video series for financial advisers and planners on delivering an outstanding client experience, I explore the concept of developing and mapping the “client journey” through the advice process.

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Delivering an Outstanding Client Experience – Part 3

This is the third of our nine part video series for financial advisers and planners on delivering an outstanding client experience. In this video I look at how to go about establishing what clients want from you.

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