Are We Getting Complacent?

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Are We Getting Complacent?

Red divider line

Complacency is a funny thing.  We don’t get there intentionally or maliciously. Yet it happens to the best of us, particularly when things are ‘good’.  

But as author Jim Collins has said “good is the enemy of great”.

Here’s a case in point.  

  • All of the great advisors I know set a goal to deliver a great client experience.
  • Many of those same advisors gather client feedback to measure success, whether that’s client satisfaction or Net Promoter Score.
  • Those numbers come back consistently high, leading to a round of high fives and, at times, palpable relief.

But what if we aren’t setting the bar high enough? Don’t we owe it to our clients, our teams and ourselves to think beyond satisfaction and set a higher standard?

Heading into 2023, we’re throwing down the gauntlet and starting a conversation about if and how we can ‘aim higher’ as an industry. As a starting point, we’ve written a report called Beyond Satisfaction: Why Client Engagement is the New Standard.

You can access the report here.

Consider taking this report and using it as a catalyst for a discussion about the future on your team or at your business.  And please…..let me know how it goes.

My best for peace, health, happiness and an enduring sense of wonder as you head into the new year.  Thank you for your support.

Julie

About the author

Julie Littlechild

Julie is a recognized expert on the drivers and evolution of client experience, client engagement. and referral growth. She is responsible for: designing the firm's strategic vision and product roadmap, conducting on-going investor and advisor research, driving firm growth and representing the company on conference stages around the world.
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