Client segmentation is becoming increasingly sophisticated with advances in digital analytics and behavioural and psychographic segmentation techniques. We’ve all heard about ‘big data’, and there’s no getting away from it, there is an endless supply of information about your clients. You can find yourself lost for days and tied in knots with algorithms and approaches, …
Clients either decide to buy, or decide not to buy your services. They decide to come back and buy again, or not buy again. They decide to recommend your business, or bad-mouth your business. The way you handle your client’s “moments of truth” determines the success of your business, the survival of your business and …
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 …
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.
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.
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.
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.
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.
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.
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.