SteveBillinghamConsulting

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Passionate about your business

Financial

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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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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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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