Last Updated on March 7, 2024 by Connor Prendergast
Financial advisors, are you creating experiences or just delivering services?
It’s not a fluffy question and
In my recent conversation with David DeCelle on the Model FA podcast, we stumbled on a realization…
While financial advisors often excel in service models, David observed that most fall short in client experience models.
Reality check:
The service model
is just one piece of the client experience model
Your clients’ experience is their own
The system you use to shape it is your client experience model
If you have no system then all you have is a handful of touchpoints and the media
I don’t know about you but I don’t want clients’ experiences determined by chance or CNBC
Think through you clients’ journey
How do they experience the world?
How do they experience your services within it?
Now build a picture of what you want it to be
How will your communication break through the media noise
How will you ensure great client outcomes and guarantee clients see your value
Understanding the broader context of our clients’ journeys not only allows us to create meaningful connections and lasting impressions, but also helps us to better align with a client’s goals and aspirations with that human touch.
It’s time to bridge the gap between services and experiences.
How do you map out your clients’ experience? Let me know! ⬇️
