SteveBillinghamConsulting

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Marketing

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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I just want to know what the beer tastes like!

I was out to dinner with Kevin Ferriby, MD of and Informed Financial Planning in Hessle and to work up an appetite, we headed into Hull’s “Old Town” for a beer. (Hull’s Old Town hostelries are fantastic). Kevin related a story about a recent brewery trip he had been on. The guide for the tour …

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How’s this for customer service… not!

As you know, I can get a bit obsessive about “client experience. This week’s blog comes courtesy of my eldest daughter, Natalie who had a bit of a rant over the phone this week about the “experience” she was having from one of the big 4 grocery retailers. I’ll let her explain in her own …

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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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7 steps to a successful marketing plan

Marketing is the process of deliberately creating and maintaining relationships with clients and prospects. It’s about creating awareness that you exist, generating interest in what you have to offer – your proposition, creating demand for your proposition and encouraging prospective clients to take action – that is, purchase from you. Seems simple, doesn’t it? Why …

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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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5 Keys to a successful brand

A successful brand will deliver the kind of results you would expect from a market leader, such as… High frequency of referred clients High level of self-initiated contacts from potential clients A high closing percentage Few competitive bid situations Premium fees There are, of course, other ways a strong brand impacts an advisory firm. For …

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The importance of “brand” for advisers

After many years working with advisory firms, we’ve come to the conclusion that the best definition of your “brand” is the simplest. Your brand is partly your reputation. It’s what people say about you when you’re not around. It’s how they feel about your firm and what they expect from working with you. But reputation …

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