Tip of the Month
"You Must Create A Client Experience" by Maribeth Kuzmeski It’s no longer enough to fulfill your clients’ basic needs. To avoid becoming a commodity, satisfaction is not enough. Delight is the new standard. In the words of B. Joseph Pine II and James H. Gilmore – authors of The Experience Economy: Work Is Theatre & Every Business A Stage (Harvard Business School Press, 1999) – “you must learn to stage a rich, compelling experience.” If you aren’t absolutely delighting your clients, they will go elsewhere. They may even tell others of their dissatisfaction. In most cases, they won’t even tell you they’re dissatisfied. In fact, for each one who does complain to you, there are nine others who’ll complain to everyone but you and then possibly disappear without bothering to tell you why. But how do I delight my clients you’re probably wondering. In one word…Communicate! Implementing a plan to systematically reach out to clients by phone, email, and meetings is a consistent element in top advisors businesses. Do you have a plan for communicating with your top clients?
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