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While everything seems to be changing around us, that may not be the case when it comes to understanding referrals. And that’s a good thing. A few too many years ago than I care to admit, I wrote a report called The Anatomy of the Referral, drawing on the results of our first large-scale investor […]
It’s no secret that I’m a strong advocate for asking clients for feedback. At the same time, I think it’s important to recognize that a client survey is just one tactic to support a broader ‘voice of the client’ strategy in your business. As easy as it is to do, when we confuse the tactic […]
“I knew it!” That was the thought that exploded inside my head (but which may have been out loud) when I uncovered something about client engagement that I suspected, but had not proven. For many years I, among others, have said that when clients have a clear understanding of the value you provide – and […]
We often talk about client engagement and team engagement in isolation. And, in fairness, we’re likely to put team engagement on a long list of ‘to-dos’ for the future. The reality is that the two are mutually dependent. I’ve been thinking more and more about team lately. I happen to have an awesome team and […]
I’m writing today from a hotel room in Las Vegas. And, if I’m honest, I’m feeling a little worn out, not only because of the travel but because there are moments when I question whether I have what it takes to achieve the rather lofty goals that I have set for my life and my […]
Sometimes, changing a few words can change a relationship. It’s true with your personal relationships and it’s true with your clients. When you sat down to design your client experience, you likely thought first about what you want to offer to your clients and how often. For example, you might offer to meet with them […]
Sometimes the first step in helping clients is helping yourself. You can’t help clients define a vision for the future if you don’t have one for yourself. You can’t help clients talk with their families about difficult topics if you feel uncomfortable about starting those same conversations. And, you can’t help clients deal with their […]
Last week I shared some new research and access to a report from the Investments & Wealth Institute that started from a single question. What does is really mean to be exceptional? It’s a good question, and one that’s easy to gloss over. I’m more interested in what it really, really means. How can you not […]
Last week, I presented some interesting research at the Investments & Wealth Institute conference around the concept of the Exceptional Advisor. And while the news is good, the data supported the idea that having satisfied and loyal clients won’t set you apart. You can download the full report from the Investments & Wealth Institute here. […]
Sometimes we have an itch we just need to scratch. Professionally, it can happen when we look back at work we’ve done and, despite feeling proud of the outcome, realize that we’re not quite finished. That’s how it was between me and helping advisors to gather – and use – client feedback. I had created […]
