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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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Delivering an Outstanding Client Experience – Part 2

In this, the second of a specially commissioned series of 9 videos on delivering an outstanding client experience I explore the importance of being really clear about what your clients value about working with you.

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6 things holding advisers back

In our consultancy work with the financial planning sector, we often identify that the same key “blockages” or challenges are holding advisers back from achieving the results they are looking for. 1. No clear vision Most advisers are so busy keeping all their plates spinning, that they simply haven’t taken the time to define, clarify …

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Delivering an Outstanding Client Experience – Part 1

This is the first in a series of 9 videos on how financial advisers and planners can deliver client experience and level of service that delights their clients, sets them apart from the competition and results in effortless referrals through word of mouth. In this first video we explore why “client experience” is so important …

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The “client journey”

I believe that for a financial planning business, it’s important to develop a consistent, scalable and repeatable “client journey”, which supports the “on-boarding” of clients and delivery of initial advice. Very often, the way that clients are “on-boarded” is variable and inconsistent. This is particularly the case in large multi-adviser businesses, where each adviser prefers to …

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A tipping point

In their 2012 report, entitled UK Wealth Management sector at a tipping point, KPMG highlighted what it called a “discernable trend amongst affluent investors towards managing portfolios themselves” and made the following observations from the research they’d conducted with 41 CEOs across the UK WM industry 300 High & Ultra High Net Worth individuals That research suggested …

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Why “client experience” matters

In a recent white paper, James Edsberg of Gulland Padfield, defined client experience (as it relates to the wealth management sector) as… “everything not related to the performance of financial products”. Delivering a really memorable and differentiated client experience leads to delighted clients who remain loyal, don’t worry about the fees you charge and refer …

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Is your client experience “deliberate”?

Great word that… deliberate. It’s fairly easy to deliver a great client experience every now and again. But doing so time after time is much harder and requires you to design a process and approach that delivers a great client experience consistently and “on purpose”. In other words, deliberately deciding what you want your client …

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If it’s all the same to you…

A prospective client seeking financial planning advice is faced with a problem. His or her search reveals lots of… similar businesses with similar websites offering similar services that deliver similar benefits at a similar price through similar people with similar qualifications and paid similar salaries that use similar technology and recommend similar products If everything …

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Fearless Referrals

Some of you may well recognise the heading for this weeks blog as the title of Matt Anderson’s definitive book on how to boost your confidence, break down doors and overcome your fears when asking for referrals. Having heard Matt speak at this years PFS Conference (he was great and I certainly enjoyed his session), …

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