Most professionals and their firms are focused on and love the products or services they sell and service. That is understandable. Enjoying and having passion for what you create, sell, or provide is critical for success in any business today.
However, while you may love your products and services, the client and prospect is focused on, and cherishes, the experiences they have with you and your firm.
A person’s experience with you, your team, and your company affects their perception of your value and ultimately their loyalty to you.
The experience consumers seek now is far more than just delivering good service. Good service is a minimum expectation of all consumers today. If good service is good enough to retain a client, then why are people changing firms and professionals?
Engati Digital’s recent survey of 100 top advisors (known for giving great service) in the financial industry, 81% said client retention was now more important to them than client acquisition post-pandemic. They know that good or great service alone will not keep business on the books.
Dozens of studies and your own experiences clearly illustrate that we are far more loyal to the experience we have and the resulting sense of relationship than we are to a product, plan, or a brand.
As you prepare and plan for the new year ahead, ask yourself “How are we going to create a memorable experience for every one of our clients and prospects?”