As 2010 gets underway, businesses up and down the land are setting out the plans for the year, be that plans for growth, new services or retaining new clients. There's no room for complacency as we move out of recession and a strong brand and client experience will be critical to business success this year. Getting your business profile, brand and most importantly your client experience right takes effort and all too often the assumptions we make about how our clients want to be dealt with can be some way off the mark. So here are just a few resolutions to consider to help you strengthen and grow your business in 2010...
Resolution 1: Know your client....and really know them
For financial services firms, knowing your client is a core part of day to day business. But how far does your 'know your client' approach go? Your factfind tells you about your clients key information, their current holdings, attitude to risk, income and expenditure but when it comes to service approach there is much more you could be asking and here are just a few ideas...
What communication methods do they prefer?
Do they use the internet? Do they use email?
What other technologies do they use?
What about internet banking, site comparison sites or social networking?
What are their favourite websites?
Would they be interested in seminars?
Knowing all this in addition to those facts you need for financial advice or planning opens up new opportunities to communicate and service your clients.
Resolution 2: Ask for client opinions
Basing any plans, for marketing, communication or service proposition on guesswork works out to be a costly strategy if you get it wrong and so listening to what your clients tell you is all important. It ensures that you can shape what you do to directly meet the demands of your clients, a simple concept and one that works. Proactively ask for feedback from your client regularly, ideally after each interaction with them. That way you can really understand what they like or don't like and ensure that you can continue to shape your services to meet their requirements.
Resolution 3: Get ranked and get noticed
These days Google, Bing or Yahoo are more often than not the first places people will go to find out more about you or your business so it's vital that you keep your web presence up to date and interesting with new content. Make sure people can find out not just about what you do but what other people say about you. Publish feedback results, comments or testimonials on your website, on your blog or via social networks like Linked In or Twitter. Try and personify your website too so that the personalities in your organisation shine through, after all those looking for financial advice or planning services are buying a person, your expertise, your advice.
Resolution 4: Keep innovating
The world changes fast, especially where technology is concerned so keep on innovating, explore new technologies, change your service approach, try new communication methods, have a go at social networking. Simple solutions that are easy to get started with can make a huge difference in a short space of time. Don't be afraid to try something new and you will find that more opportunities will present themselves to you.
For more information on how FinQS can help you with this and more contact us on 01564 711153...
Labels: client feedback, client feedback questionnaires, client feedback software, IFA feedback, ifa generate referrals, IFA software, IFA technology