As the saying goes, the journey is more important than the destination.

You probably read the headline and think it sounds too good to be true.  How can I:

• Fuel Revenue Growth?
• Increase the Likelihood of Clients Staying and Renewing?
• Increase Willingness to Recommend/Refer?
• Less Likely to leave me for another adviser or equivalent?

Not only that, but what is the key to improve all these performance metrics within the same framework.  That’s the type of research that was conducted at McKinsey and delivered at Harvard Business School.  Read on.

User Experience, Client Experience

As Financial Advisers, you know how important it is to keep clients engaged and how important high-quality, high touch-points is the lifeblood of your business.  In the in-depth interviews I’ve conducted with hundreds of Financial Advisers, the #1 thing that makes or breaks a practice is how to consistently earn the trust of clients.

While that is all well and good, the question then becomes, what does a successful practice look like and how to optimize financial advisers for successful in creating this seamless experience.

Financial Advisers: Take a page from the largest Management Consulting company in the world on How to Improve Client Experience

Let’s dive deep into the latest research from McKinsey.  The research on Improving Client Experience reveals that leading client-facing organizations create successful Financial Planner practices by identifying and managing customer journeys.

What McKinsey has found is that managing your customer journey can significantly create:

• ‘”Enhanced Customer Satisfaction”
• “Reduced Customer Churn”
• “Increased Revenue”
• “Lower Costs” and create an environment of “Collaboration”

How Significant are Managing Your Customer Journeys?