These changes raise some important questions. Exactly how have clients’ needs, challenges and expectations changed? (They have.) Will those changes impact the client experience? (Yes.) What is the risk of doing nothing? (It’s real.)
Julie will draw on research among both investors and advisors to examine how the client experience will need to evolve going forward. She’ll look at how the foundational elements of the experience may be impacted, including the frequency and form of client reviews. And, she’ll dig deeper to examine the connection between how clients are feeling right now and the ways in which advisors can engage and grow those relationships.
The challenge is how can advisors bridge that gap in the current environment?
In this engaging and interactive presentation, Julie will highlight why clients refer – and when they don’t. She’ll examine the biggest myths surrounding referrals and the actions advisors can take to unlock the latent referral potential in their businesses. Specifically, she’ll help advisors move from a ‘referral’ to an ‘introduction’, remove the ‘points of friction’ in providing referrals and create client communications that clients want to share.
The presentation starts with a core set of beliefs.
- In an industry in which 89% of clients say they are satisfied with their advisory relationship, good isn’t good enough
- 'Great service’ is table stakes; advisors need to focus on a great experience
- A great experience is co-created with clients
- Rather than relying on what advisors believe clients want and need, they need to integrate the voice of the client to find out
Julie examines what it means to integrate the voice of the client in an advisory business, the range of tactics that can be used (from advisory boards, to interviews, to surveys) and exactly how advisors can connect the dots between the input they receive from clients to the actions that will drive both engagement and growth.
This simple statement sets the stage for a presentation that will challenge advisors to aim higher when it comes to their client experience. According to Julie, the goal should not be to ‘satisfy’ clients, but to deliver a client experience that not only engages but makes advisors a magnet for exactly the right clients.
Drawing on the latest investor research and the techniques used by the most progressive firms, both within and outside the industry, Julie examines the trends that will influence how advisors communicate, the role of the client journey in defining the experience and the ways that advisors can drive deeper client engagement. Advisors will walk away with a clear tactical plan to take action.
These advisors are successful but not always fulfilled –good but not great. They hit what Julie calls the ‘fulfillment flatline’. But it doesn’t have to be that way.
Absolute Engagement’s research shows that those advisors who have broken through the flatline, who are ‘Absolutely Engaged’, not only generate more revenue, but report better health, lower stress and spend more time doing the work that they alone should do. The difference? They have achieved complete alignment between a compelling personal vision, their business vision, their client experience and their team experience.
In this presentation Julie shares real stories of real advisors, compelling data and a step-by-step plan to achieve Absolute Engagement.