Regardless of your role, as professionals, you tend to love your products, plans, and processes, which is understandable since you have worked hard to make these things valuable.
However, in this commoditized and competitive environment, clients and prospects fall in love with the outcomes and the experience you and your team provide. While you can only partially control outcomes, you certainly can control the experience people have when interacting with you.
Foundationally, the experience they have is grounded by how well you personalize and humanize every interaction.
Here is what consumers have told us in first-person interviews about the importance of this foundation:
- Makes them feel significant—to you.
- Gives them emotional security, knowing that they are with the right advisor/provider.
- Makes them feel that they have a relationship with you and are not just “another account.”
- Gives them comfort, knowing they are cared for and are in the right place.
How important is this?
Just fourteen short months ago, Salesforce’s FSI Survey of 6,058 affluent consumers found that 50% of affluent people who have an advisor or provider said they would switch if services felt impersonal —and they are switching in droves.
Reach out if you want help winning and keeping more business.