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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 […]
You have no doubt been told – and told often – to craft a value proposition that clearly and succinctly reflects what you deliver to clients. If you get it right, the argument goes, then prospective clients will understand the value you deliver and your clients will be able to articulate that value to potential […]
We all crave connection. This has always been true in our personal relationships however it seems that this basic human need is creeping into our professional relationships as well. Today we also look for connection with the brands and organizations with whom we work. The shift to connection has changed how we market forever and […]
Everyone loves to make progress. Sometimes, for your clients, that progress is clear and obvious. Other times progress is often more subtle and may go unnoticed. You probably see this all the time. You create a plan for a client, encourage him or her to save and invest, and the portfolio grows. That’s obvious progress. […]
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 […]
