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“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 […]
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 […]
I have to confess. I’m a bit of a marketing junkie. I’m drawn to presentations, webinars and courses that hold out the promise of the latest, greatest tactics to drive growth. I think it’s the immediacy, the suggested promise that if you just do this one thing, your business will grow. Until, of course, it […]
Change, as we all know, is completely inevitable and sometimes painful. And while our industry has seen significant changes over the years, few changes are universally accepted as truly disruptive. This is as true for the client experience as it is for other aspects of the business. The client experience has most certainly been impacted […]
You’ve heard the old statistic that 90% of drivers think they are better than the average driver. Within a few percentage points this mildly amusing, yet clearly impossible, data point has been demonstrated time and again. There’s a name for this form of cognitive bias and it’s called ‘illusory superiority’. Illusory superiority is the likelihood […]
I’ve never been accused of being an avid football fan, but I’m not immune to the fact that we have much to learn from great coaches. One of the legendary stories about Vince Lombardi comes from a time when the Green Bay Packers needed to find a way forward, following a significant loss the previous […]
In my thirties, I learned some important time management techniques. I learned to block my days, plan my weeks and focus my time and, on that basis, I crafted my ideal week. It was a thing of beauty. Fast forward a decade (or two) and the techniques I use are the same, but my week […]
One of my guilty pleasures is a television show called ‘What Not to Wear’. Unwitting targets, with questionable dress sense, are ambushed by the people who profess to care for them. Then, over the course of the program they take a hard look at themselves, their wardrobe and, often, their lives. In an attempt to find […]
Assumptions are marvelous things. They help us to filter immense amounts of data and to make faster decisions. They are marvelous, that is, unless they are wrong. And when it comes to the assumptions we make about the things our clients value we may, in fact, be very wrong….or not. The reality is most of […]
The fact that 91% of clients are satisfied suggests that much of the time you invest in driving satisfaction, while important, makes you precisely as good as almost every other advisor. Sad, but true. Saying that the industry has achieved extraordinary levels of satisfaction, but that it’s simply not enough, is a little like giving advisors […]
