DNA Behavior Performance Blog | Client Experience

The Risk-Taking Optimist

By Hugh Massie ⋅ September 9, 2011 ⋅ Post a comment

Naturally daring and courageous people will be “Risk Taking Optimists” who are prepared to take opportunities but may take unnecessary risks at times.

Know Your Client

By Malcolm ⋅ August 31, 2011 ⋅ Post a comment

In our conversations with service providers we regularly ask our clients: “How well do you know your clients?” On many occasions the typical response is “I know my clients pretty well– they’ve been with us for ‘x’ years”. In our experience that retort is not always the response of the service provider’s clients.
The rules are [...]

Providing Unique Client Experiences

By Hugh Massie ⋅ August 25, 2011 ⋅ Post a comment

Adapting to different communication styles is very important. However, the real game changer is customizing the client experience. How can the knowledge of Communication Styles be used to customize the service experiences for each client?

The Team Adapts to Different Communication Styles

By Hugh Massie ⋅ August 9, 2011 ⋅ Post a comment

This post is part 7 of our 8 part series on increasing Client Engagement from our Client Relationship Performance in the New Behavioral Economy White Paper. The insights will demonstrate in practical terms how to apply predictive behavioral insights to tailor client communication [...]

Clients Enjoy Participating in DNA Discovery

By Hugh Massie ⋅ July 13, 2011 ⋅ One comment

The reality is people do enjoy learning about themselves. It is liberating for them to know what their strengths are and the struggle areas. The key point is that the client feels understood.

Behavioral Insight 6: Re-Framing Information Based on Learning Styles

By Hugh Massie ⋅ July 6, 2011 ⋅ Post a comment

The difference between what the advisor said and what the client heard will be attributable to the behavioral lens of each. The communication of products and solutions must be adapted based on different learning styles.

Financial Personality Under Pressure

By Hugh Massie ⋅ June 16, 2011 ⋅ Post a comment

Hugh Massie of DNA Behavior International talks with AdvisorTV and Financial Planning Magazine about the predictability of investor decision making.

Specific Communication Keys for Each Style

By Hugh Massie ⋅ June 10, 2011 ⋅ 2 comments

Imagine a telephone call coming in for your team. What if you could automatically know which team member should pick it up, how to communicate with the client, and how to manage the work flow and even product or solution offerings? This really is the “Ideal Advisory Business.”

Building Relationships

By Hugh Massie ⋅ June 1, 2011 ⋅ Post a comment

When it comes to building meaningful and successful relationships with your family, friends, colleagues and clients, effective communication is foundational.

Advisor Client Matching

By Hugh Massie ⋅ May 19, 2011 ⋅ One comment

Differences between people are wonderful, and they can be capitalized on to get great results. However, differences also divide and must be understood, accepted and respected by us in order to get along and build client relationships.

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