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I’m a big believer that you build what you design. For that reason, and for some time, I’ve wanted to provide you a complete framework – or blueprint – for designing a client experience. It’s a process we work through, in detail, in our corporate programs for advisors, but I’d never outlined the entire process […]
I don’t think I’m going out on a limb to suggest that we all share a common goal – to build a business that delivers growth and fulfillment. Think back to when you started out, with such focus and energy. You were building something and it felt great and a big part of that […]
When it comes to designing an effective client experience, I’ve been heard to suggest (more than once) that we may be using old approaches to tackle new challenges. The same, I fear, is true when it comes to structuring our teams and our work. When I started Absolute Engagement, after selling my last business, I […]
We like to believe that the reason otherwise satisfied clients don’t refer is because they don’t like to talk about anything even vaguely related to money with the people they know. It turns out that’s true for about 19 percent of clients who don’t refer. And that leaves almost 80% of those clients who provide […]
In the words of the eighties musical ‘sensation’ C+C Music Factory, there are “things that make you go hmmmm.” Today I put the spotlight on some research that brings those words to mind. (And if my cheesy musical reference gets you in the mood for some of the questionable music we heard in 1990, click […]
Imagine, for a moment, you’re on a date. (If your last one was several decades ago, try and think back). The restaurant is perfect, the food exquisite and your date has, at a minimum, got some real potential. You sit down, engage in some small talk and order your food. Now you’re moving into that […]
Because I’ve never met a data point I didn’t like, I do a lot of research. Transforming those data points into something meaningful involves significant effort and a hefty dose of patience to complete the very detailed analysis. So it’s ironic, at best, that the one thing that gets the most positive response in our […]
I remember my response very clearly as the contractor told me they would need to dig a seven-foot hole around a significant portion of the house to fix a problem with the foundation. It’s not a response I plan on repeating here, but let’s just say it was an exuberant expression of my displeasure. The […]
You invest time and effort creating communications or events that will add value for your clients. It’s not easy but you know it’s an important part of creating deeper engagement. You send an article, run an event or write a blog post. Your clients like it so you tick it off your list. It feels […]
Sometimes life feels like I’m learning to golf. There are so many things I want to remember to do to, in pursuit of my biggest goals, that I end up flailing around with a distinct lack of finesse. I want to grow the business, get healthy, be a better parent, help others and the list […]
