Client Experience

This tag is associated with 6 posts

The Rules of Engagement

By Peggy Mengel ⋅ November 2, 2011 ⋅ One comment

Everyone is talking about client engagement, but what are firms actually doing about it? Client engagement is not just about “good feelings”; it has emerged as the #1 driving factor in revenue growth.

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?

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 Segmentation of Your Clients

By Hugh Massie ⋅ July 21, 2010 ⋅ Post a comment

Traditionally many advisors segment their clients based on tangible factors such as the type of service they will provide to clients (eg executives, family business, life planning etc) and assets under management minimums. There is business sense in this as it focuses the business to some degree. However, segmenting your clients based on their DNA [...]

Behavioral Profiles Leverage Your Intuition

By Hugh Massie ⋅ March 12, 2009 ⋅ Post a comment

In the financial services industry there are a lot of supporters for the use of behavioral profiles as part of the client discovery process and there are some detractors from using them. Like in any situation where there are detractors most have not yet had a positive experience or seen the [...]

Wealth Mentoring Your Clients….Managing Behavior

By Hugh Massie ⋅ March 2, 2009 ⋅ Post a comment

Hang on. Where is the market going to? Will the Dow be 5000 in the next few months by June 2009 or 22000 in 6 years? Who knows. They are interesting questions. I have placed my own personal wager on the markets reaching these levels in those time frames with some friends. I have often [...]

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