In a Nutshell: Delivering great service is table stakes. Drive toward extraordinary by creating a unique, emotionally engaging experience for each individual client.
Guest: Julie Littlechild. Julie is a leading expert on the drivers of client engagement. She's also the cohost of the Becoming Referable podcast and the author of the book The Pursuit of Absolute Engagement.
My Key Takeaway: To create an engaging client experience that becomes a magnet for new ideal clients:
Be intentional about designing a discovery and planning process that engages your clients emotions and makes them feel more connected to you.
Focus less on a prospect's assets and more on how they view themselves, then deliver an experience that is tailor made for who they are.
Draw a distinction between service and hospitality ... and excel at both.
Also Learn:
1. Why creating a client journey map should be an essential early step in thinking about your systems and services.
2. How to put your firm and its ideal clients to an "Authenticity Test" that will make you think about what you're really trying to accomplish as an advisor and as a business owner.
3. What it means for advisors and their clients to "co-create" a financial planning experience together.
In a Nutshell: In 2020, the most successful advisors have moved past worrying about "competing" with technology. Instead, they're finding ways to automate the 30 - 40% of the mundane tasks that are necessary for relationships but don't enhance them, so that they can focus on the human conversations that create real lasting value -- and more business.
Guest: Matt Reiner, CFP® CFA®, the cofounder and CEO of Benjamin, "the world’s first A.I. assistant created for advisors by advisors."
My Key Takeaway: Used properly, AI can do things human advisors don't need to be doing so that we can focus on things AI can't do, like:
Build better relationships with our clients.
Coach our clients on financial matters so that they make better decisions and feel more in control of their futures.
Help clients clarify what their money is for and live their best life possible today, not just in retirement.
Also Learn:
1. Why you need to start thinking about technology -- and AI in particular -- as your partner, not your enemy.
2. How an AI platform can help keep your margins and expenses under control during a burst of high growth.
3. What nuts and bolts integration and training looks like when you decide to add an AI component to your tech stack.