SteveBillinghamConsulting

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Passionate about your business

Financial

Are you going to take the blue pill… or the red pill?

“You take the blue pill, the story ends. You wake up in your bed and believe whatever you want to believe. You take the red pill, you stay in wonderland and I show you how deep the rabbit hole goes.” – Morpheus The world has changed and customers want a different experience. The regulator is …

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Do your clients REALLY trust you?

According to a research by PWC, trust in financial services organisations has fallen even further. In their report “Stand out for the right reasons – How financial services has lost it’s mojo and how it can get it back”, they report that according to their survey only 28% of consumers trust financial advisers. Worse still …

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Two extremes of customer service

Last week was pretty hectic in terms of client work with  consulting days in Europe and back here in the UK and for this post I wanted to share with you two “polar opposite examples of “customer experience”. I’ll leave you to choose which to model your own “client experience” on. After a “full on” …

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What defines excellence for financial planning firms?

What defines “excellence” for advice and planning firms, not just in terms of financial performance (important though that ultimately is) but in terms of the way firms are run day in day out? During 2015 we are planning to develop a set of “Best Practice Standards” that advisers and planners can use to organise and …

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Time for some R & R?

As we enter 2015 we’d like to suggest a couple of New Year resolutions  to help you get the year off to a flying start. Let’s start with retention. I’m sure you will all have heard it’s more costly to acquire new customers than retain existing ones. The cost of acquiring a new customer can …

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Do you actually want my business?

I am currently in the process of buying a new car and having narrowed it down to 2 different models I decided to visit the local dealers in the hope of making a decision. I have to say the service received has been less than impressive from both dealerships, though one has been particularly outstanding …

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How to make the critical 20% work for your business

The Pareto Principle, that 80% of the wealth of any country is enjoyed by just 20% of the population, is a widely used business yardstick and with good reason. In our dealings with advisory business, we see so many examples of the 80/20 rule in evidence. Most common of those is that 80% of a …

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Top 4 brand building strategies

An effective brand building strategy will help you improve your reputation, increase your “relevance” and increase your visibility to your target clients. Here are the top five strategies for effectively increasing the strength of your brand. 1. Content Marketing Content marketing involves providing a steady stream of useful information to potential clients or influencers. Think …

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Where’s your “pot of gold”?

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, …

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Why client care pays off

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 …

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