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In last week’s blog I focused on the future of virtual meetings, as part of a series on the evolution of the client experience. While I looked at the research and shared some tips and tricks I wasn’t really talking about virtual meetings at all. I was talking about human connection. Like so many others, […]
Our focus, during this crisis, has naturally been on our clients. The reality is, however, that we are facing a ‘human crisis’ not a ‘client crisis’. And that means that everything that I’ve suggested, to actively demonstrate leadership with clients, can also help nurture relationships with prospective clients. After all, they have the same concerns, […]
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 […]
“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 […]
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 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 […]
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 […]
There are at least five things that may get in the way of generating referrals. Spoiler alert – one might be staring back when we look in the mirror. Not long ago, Mark Tibergien joined Steve Wershing and I on our podcast, Becoming Referable. Our conversation reminded me that generating referrals is not about a […]
